Support Portal provides a built-in Customer Satisfaction (CSAT) survey system that collects structured feedback from contacts after each resolved conversation. When enabled, the platform automatically dispatches a brief satisfaction survey at conversation close, captures the contact's rating and optional written feedback, and aggregates the results into a dedicated CSAT report accessible from the dashboard.
Operational objective
CSAT surveys serve as the primary mechanism for quantifying service quality from the contact's perspective. In regulated environments — telecom operators subject to quality-of-service obligations, government agencies measuring citizen satisfaction with public services — CSAT data provides an auditable, time-stamped record of how contacts evaluate each interaction.
The survey workflow operates end-to-end within the platform: configuration, distribution, collection, and analysis are all managed from the inbox settings and reporting interfaces. No external survey tooling is required.
Enabling CSAT surveys
CSAT surveys are disabled by default and must be activated on a per-inbox basis.
- Navigate to Settings > Inboxes.
- Select the configuration icon adjacent to the target inbox.
- Open the CSAT tab within the inbox settings panel.
- Set the Enable CSAT toggle to the active position.
- Select Update to persist the configuration.
Once activated, the platform dispatches a survey to the contact each time a conversation within that inbox is resolved. Each conversation receives at most one survey.
Customization options
The CSAT configuration interface provides three categories of customization.
Display type
You may select the visual format in which contacts provide their rating:
- Emoji scale — A set of expressive icons ranging from highly dissatisfied to highly satisfied.
- Star rating — A conventional five-star scale.
Both formats map to the same underlying numerical scale and produce equivalent data in reports. Select the format that aligns with the communication conventions of your contact base.
Survey message
Customize the text that accompanies the rating prompt. The default phrasing may be replaced with language appropriate to your organization's tone and regulatory context — for example, "Please rate the assistance you received" or "How satisfied are you with the resolution provided?" The message supports a maximum of 200 characters.
Survey rules
Survey rules control which resolved conversations trigger a CSAT survey. Rules are configured using Labels:
- Send survey if the conversation contains specific labels — The survey dispatches only when the conversation carries one or more of the designated labels. Use this to target surveys toward specific interaction categories (e.g., billing inquiries, service requests).
- Send survey if the conversation does not contain specific labels — The survey dispatches only when none of the designated labels are present. Use this to exclude operational or internal conversations from survey distribution.
Survey rules enable precise control over feedback collection. In a telecom environment, you might restrict surveys to subscriber-facing conversations while excluding internal escalations. In a government context, you might target surveys toward citizen service requests while bypassing automated notifications.
WhatsApp-specific configuration
WhatsApp channels impose a constraint that affects CSAT delivery: the platform permits free-form outbound messages only within 24 hours of the contact's most recent inbound message. Because CSAT surveys are typically dispatched after a conversation concludes — often outside this window — they must be sent using a pre-approved WhatsApp message template.
Support Portal manages the template lifecycle automatically. When you enable CSAT on a WhatsApp inbox, the platform creates a message template and submits it to WhatsApp for approval.
Configuring WhatsApp CSAT
- Navigate to Settings > Inboxes and select your WhatsApp inbox.
- Open the CSAT tab and enable the survey toggle.
- Configure the following WhatsApp-specific fields:
- Message — The text the contact sees above the rating action.
- Button text — The label displayed on the interactive button (e.g., "Rate now" or "Share feedback").
- Language — The language code for the template, matched to your contact base.
A live preview renders the survey as it will appear within WhatsApp, allowing you to verify the presentation before saving.
Template approval status
After saving the WhatsApp CSAT configuration, the template enters an approval workflow:
| Status | Meaning |
|---|---|
| Pending approval | The template has been submitted and is under review by WhatsApp. Survey dispatch is paused until approval is granted. |
| Approved | The template has been accepted. CSAT surveys will dispatch automatically upon conversation resolution. |
| Rejected | WhatsApp declined the template. Modify the message content and resubmit. |
Updating a WhatsApp survey message
WhatsApp does not permit in-place edits to approved templates. When you modify the survey message, button text, or language, the platform replaces the existing template with a new submission. The previous template is retired, and survey dispatch pauses until the replacement is approved.
To minimize disruption, finalize survey messaging before activating CSAT on high-volume WhatsApp inboxes. Frequent template changes introduce approval delays that temporarily suspend feedback collection.
Review Notes
Review Notes allow administrators and supervisors to attach internal annotations to individual CSAT responses. They are designed for situations where a raw satisfaction score does not convey sufficient context for accurate interpretation.
When to use Review Notes
Apply Review Notes when the rating or contact comment does not fully explain the interaction outcome:
- A low score was caused by factors outside the agent's control (e.g., delivery delays, system outages, policy constraints).
- A neutral score accompanied an objectively well-handled conversation.
- Contact frustration relates to a product or process issue rather than the support interaction.
- A pattern of similar feedback across multiple conversations points to a systemic concern.
Review Notes separate support quality assessment from situational context, preventing misattribution of scores during performance reviews and quality audits.
Adding a Review Note
- Navigate to Reports > CSAT.
- Locate the target CSAT response within the response list.
- Select the response to expand the rating detail and contact feedback.
- Enter the Review Note in the annotation field below the feedback.
- Select Save to persist the note.
Review Notes may be updated as additional context becomes available — for example, after a root cause analysis reveals that a service disruption affected multiple interactions during a specific period.
Visibility and access
Review Notes are internal-only. They are visible to administrators and users with the report_manage permission. Contacts never see Review Notes, and notes are not included in any contact-facing communication.
Review Notes in exports
When CSAT data is exported, Review Notes appear as a dedicated column in the export file. This supports offline analysis, leadership reporting, and long-term trend tracking across review cycles.
Reading the CSAT report
The CSAT report aggregates all survey responses into a single view. Navigate to Reports > CSAT to access it.
Filtering
The report supports two filter dimensions:
- Duration — Select a date range for analysis. The default range covers the preceding seven days.
- Agents — Filter responses to display results for one or more specific agents. Use this to conduct agent-level quality reviews.
Summary metrics
The upper section of the report presents four aggregate indicators:
| Metric | Definition |
|---|---|
| Total responses | The count of completed survey responses received within the selected period and filter criteria. |
| Satisfaction score | The proportion of positive ratings relative to total responses, expressed as a percentage: (Positive ratings / Total responses) × 100. |
| Response rate | The proportion of contacts who completed the survey relative to the total number of surveys dispatched: (Total responses / Surveys sent) × 100. |
| Rating distribution | A breakdown showing the percentage of responses at each point on the rating scale (emoji or star). This reveals whether satisfaction clusters at the extremes or distributes across the scale. |
Response detail list
The lower section itemizes each individual CSAT response, displaying the assigned agent, the contact's rating, any written feedback, and the associated Review Note if one has been added. Selecting a conversation identifier navigates directly to the corresponding conversation record.
Governance and compliance considerations
CSAT data carries governance implications in regulated operating environments:
- Audit trail — Each survey response is time-stamped and linked to a specific conversation, agent, and inbox. This creates a traceable record of service quality measurement.
- Performance accountability — Agent-filtered CSAT reports support structured performance reviews grounded in contact feedback rather than anecdotal observation.
- Service quality monitoring — Organizations subject to quality-of-service mandates can use satisfaction scores and response rates as quantitative evidence of compliance.
- Trend detection — Declining satisfaction scores over successive reporting periods may signal process degradation, training gaps, or systemic issues requiring intervention.
- Review Notes as institutional knowledge — Annotated CSAT data preserves contextual judgment alongside quantitative scores, ensuring that leadership reviews and retrospectives account for factors that raw metrics cannot capture.
For real-time operational monitoring, see Overview Report. For metrics related to resolution times and agent throughput, see Operational Reports.