Satisfaction Surveys

Satisfaction surveys ask customers to rate the help they got after a conversation is closed. Resool sends the survey automatically on the channel the customer used: live chat shows it in the chat widget, and WhatsApp, Messenger, Instagram, email and other channels get a short message with a link. Ratings appear in the conversation, on the contact's profile and in the Satisfaction report, so you can track customer satisfaction (CSAT) per agent and per channel.

#Before you begin

• Satisfaction surveys are available on every plan.
• To set them up, your role needs Connect and configure channels. Owners and Admins have it.
• You need at least one connected channel. See Connecting Channels.

#How to turn on satisfaction surveys

1. Go to Settings › Channels.
2. Click Satisfaction survey (next to Routing, above your channels).
3. In the side sheet, under All channels, turn on Send a satisfaction survey.
4. Set up the survey:
   • Send after: how many minutes to wait after the conversation closes, from 0 to 1,440 (24 hours). The default is 5, in case the customer replies again.
   • Rating scale: 1–5 stars or Thumbs up / down.
   • Ask for a comment: show an optional text box after the rating. On by default.
   • Question (English) and Question (Arabic): your own wording. Leave them empty to use "How would you rate our support today?" and its Arabic version.
5. Click Save changes.

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Settings › Channels › Satisfaction survey

The Satisfaction survey side sheet with "Send a satisfaction survey" on, Send after set to 5 minutes, Rating scale on 1–5 stars, Ask for a comment on, both question fields filled, and the Per channel list below with one channel set to Custom.

File: screenshots/satisfaction-surveys-settings.png

#How to use a different survey on one channel

1. In the Satisfaction survey sheet, find the channel under Per channel.
2. Change Use default to Custom.
3. Change the settings for that channel, for example turn the survey off for an internal channel, or use thumbs instead of stars.
4. Click Save changes.

Channels on Use default follow the All channels settings, including any later changes.

#What the customer sees

Live chat: a rating card appears in the chat widget after the conversation closes.

Other channels: the customer receives your question with a link. The link opens a simple page in the customer's language (Arabic if the contact's language is Arabic, otherwise English).

The customer taps a star or a thumb. If Ask for a comment is on, they can add a comment and tap Send feedback, and they can come back with Edit my answer. If it's off, the rating is sent as soon as they tap.

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Survey link opened on a phone (from a WhatsApp message)

The survey page with the question, five stars with four selected, the "Anything you'd like to add?" comment box with text, and the Send feedback button.

File: screenshots/satisfaction-surveys-customer-page.png

#Where you see the results

• In the conversation: a line shows Satisfaction survey sent, and then the rating, for example "Customer rated 4 out of 5".
• On the contact's profile: the Satisfaction section lists every rating and comment from that contact.
• In Reports: Reports › Satisfaction shows the CSAT score (the share of 4–5 star or thumbs-up ratings), Response rate, Average score out of 100, daily responses, the spread of ratings, results By agent and By channel, and the Latest feedback with links to each conversation. See Satisfaction Reports.
• On the Dashboard: the Customer satisfaction card shows satisfied customers over the last 30 days.

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Inbox › open a closed conversation

The end of a conversation with the "Satisfaction survey sent" line and below it "Customer rated 5 out of 5".

File: screenshots/satisfaction-surveys-inbox.png

#Notes and limitations

• The survey is sent only if the conversation is still closed when the waiting time ends. If the customer writes again and the conversation reopens, no survey is sent.
• Messaging apps only allow messages within their reply window, such as WhatsApp's 24 hours. If the window has closed by the time the survey is due, it's skipped and doesn't count toward the response rate.
• The rating is tied to the agent assigned to the conversation when it closed.

#FAQ and troubleshooting

#Customers aren't getting the survey.

What you can do:

• Check that Send a satisfaction survey is on, and that the channel isn't set to Custom with the survey off.
• Make sure the conversation was closed, not just snoozed or left open.
• For WhatsApp and other messaging apps, check that the customer wrote within the reply window. A long Send after time can push the survey outside it.

#Can I ask more than one question?

The satisfaction survey asks one rating question with an optional comment. For longer surveys, build a form and send it from the conversation.

#Can customers change their rating?

Yes, when Ask for a comment is on. They can open the link again and click Edit my answer.

#Which language is the survey in?

Arabic for contacts whose language is Arabic, otherwise English. Set your wording for both in Question (English) and Question (Arabic).

#What's next?

• Satisfaction Reports
• Channel Settings
• Forms