CSAT Survey: Setting Up, Activating, and Reviewing Results

The CSAT (Customer Satisfaction) survey lets you ask customers to rate the support they just received, right after a conversation closes. Omnifox sends the survey through the same channel the conversation happened on (WhatsApp, Webchat, etc.) and stores every response so you can track service quality over time.

Requirements

• The Settings management permission (settings.manage) to create or edit the survey; read-only Settings access (settings.view) lets you view the configuration and results.
• At least one closed conversation for the automatic send to trigger.

Survey fields

From your workspace Settings, open the CSAT (Customer Satisfaction) section and fill in:

• Name: internal label for the survey (e.g. "Post-chat survey").
• Question: the main text the customer sees (e.g. "How would you rate your experience?").
• Scale type: 1 to 5, 1 to 10, emojis, or thumbs up/down.
• Follow-up question (optional): an extra open text prompt, e.g. "What could we improve?".
• Trigger: On conversation closed (automatic), Manual, or Via workflow.
• Delay: minutes to wait after the trigger before sending (0 to 1440, i.e. up to 24 hours).
• Active: toggle to turn sending on or off.

Steps to activate it

1. Go to Settings → CSAT.
2. Fill in the fields and choose "On conversation closed" if you want it automatic.
3. Turn on the Active toggle.
4. Save your changes.
5. Close a test conversation and confirm the customer receives the message with the rating scale and a link to respond.

Example

You set up a survey with an emoji scale, trigger "On conversation closed", and a 10-minute delay. An agent closes a WhatsApp chat; 10 minutes later the customer gets "How would you rate your experience? 😡 😞 😐 🙂 😍" with a link to submit their answer.

Viewing results

The same section shows the average rating, response rate (responses vs. surveys sent), the rating distribution, per-agent scores, and the 30-day trend.

Tips

• If you use the Via workflow trigger, add a "Request CSAT" step inside an automation to send it at a different point in the journey, not only on close.
• Only one survey goes out per conversation: if a response or a pending send already exists, Omnifox won't send it again.

Troubleshooting

• Survey never arrived: check that the Active toggle is on and that the Trigger matches how the conversation was actually closed.
• Customer says the link already expired: each survey link is single-use; once answered, it can't be submitted again.