A satisfaction survey is sent as a reply on an email or WhatsApp conversation when a person closes it, or when a rule sends it. Each shared inbox has one survey with its own style, question and thank-you text, set on the Satisfaction card of the inbox under Settings, Inboxes. The answers appear in the Satisfaction view of Analytics beside the chat ratings the widget already collects.
- Open the inbox's Satisfaction card
Go to Settings, then Inboxes, open a shared email or WhatsApp inbox and find the Satisfaction card.
- Turn on surveys
Turn on Send satisfaction surveys. Leave Send when a conversation is closed on to survey every conversation a person closes, or turn it off if only rules should send surveys.
- Pick the style and the words
Choose emoji, numbers or stars under Style, then edit the question and the thank-you text. The preview shows the email and the WhatsApp message as the customer will see them.
- Send surveys from a rule if you want
Under Settings, Rules, add Send a satisfaction survey as the action of a rule, for example on conversations tagged Billing when they are closed.
- Read the results
Open Analytics, choose Satisfaction, and read the scores by teammate, inbox and channel, or export them.
When a survey is not sent
A conversation is surveyed at most once in seven days, whichever way the survey was triggered. No survey goes to a no-reply or notification address, to an auto-reply, to a newsletter or receipt, to a conversation in Trash or Spam, or to a conversation nobody on the team wrote in. Chat conversations are never surveyed, because the widget asks the visitor to rate the chat when it ends. A rule that runs on a reply being sent cannot send a survey.
What the customer sees
The email carries the five choices as links in the chosen style, and one tap records the score and opens a page with the thank-you text and a comment box. A second tap changes the score, and a comment of up to 1,000 characters is kept with the answer. A link older than 30 days opens a quiet page with no form. On WhatsApp the survey is one message with a link to the same page, sent only inside the 24-hour customer window.
The Satisfaction view
Open Analytics and choose Satisfaction for the date range and inboxes you want. The view shows the average score, the count at each step, the response rate, and tables by teammate, by inbox and by channel, with chat ratings merged in. Surveys are credited to the teammate who held the conversation when the survey was sent, and the twenty newest comments link to their conversations. Export writes the same rows as CSV, newest first.