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If you have activated the CSAT survey for customers, you can make changes for CSAT as needed. You can edit the CSAT survey, activate or deactivate channels for the survey, and view and update the standard CSAT business rules.
Note: Using satisfaction rating placeholders outside of business rules can result in users other than the requester submitting satisfaction scores.

You must be an administrator to manage CSAT.

This article includes the following topics:
  • Editing the CSAT survey
  • Activating or deactivating the CSAT survey for a channel
  • Viewing and updating the standard CSAT business rules

Editing the CSAT survey

You can make changes to the rating scale and follow-up questions for your CSAT survey as needed.

To set up and send the CSAT survey

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
  2. Make changes to the Rating scale and Follow-up questions sections as needed.

  3. Click Save, then click Back to return to the Customer satisfaction page.

Activating or deactivating the CSAT survey for a channel

Activating a channel turns on the associated business rule to start sending the CSAT survey to users in that channel.

Deactivating a channel removes the channel and the accompanying business rules that send the survey, but leaves the CSAT survey itself intact.

If you want to completely deactivate and removed the CSAT survey, see Turning off the CSAT survey.

To activate or deactivate a CSAT channel
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
  2. In the Channels section, click the channel actions icon () for the channel, then select Activate or Deactivate.

    To send a CSAT survey for messaging, you must have set up messaging.

  3. Click Activate rule or Deactivate rule.

    The channel is either activated or deactivated and the channel status is updated to either Active or Inactive on the Customer satisfaction page.

Viewing and updating the standard CSAT business rules

You can view and update the standard business rules associated with your active CSAT channels to change the behavior as needed. Custom CSAT automations and triggers are not displayed in the channels section of the Customer satisfaction page.

To view the rule for an active CSAT channel

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
  2. In the Channels section, click the channel actions icon () for the channel you want to view, then select View rule.

    The business rule opens in a new tab for you to view or edit.

About the email automation for CSAT

The Request customer satisfaction rating automation for email sends the CSAT survey 24 hours after the ticket is solved, and the user has 28 days to respond. You can update this automation rule or you can configure your own using the {{satisfaction.survey_section}} and {{satisfaction.survey_url}} placeholders.

The Request customer satisfaction rating automation for email sends the CSAT survey 24 hours after the ticket is set to solved.

About the messaging trigger for CSAT

The Request customer satisfaction rating trigger for messaging presents the CSAT survey when a ticket created through the Web Widget, mobile SDK, or social channel is set to solved.

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