Enabling CSAT Surveys

Admin / Owner Only

CSAT surveys are disabled by default. Once you turn them on, every agent on your team will see the option to send a survey when they resolve a conversation.

Turning on surveys

1
Open CSAT Settings
Click the Settings icon in the sidebar, then select CSAT from the settings menu.
2
Toggle CSAT on
Flip the Enable CSAT Surveys toggle. Your agents will immediately start seeing the survey option when changing conversation status.

Customizing the survey message

The survey message is the text your customer sees alongside the rating link. By default it reads "How was your support experience?" but you can tailor it to match your brand voice.

1
Find the Survey Message field
On the same CSAT settings page, look for the Survey Message text field below the enable toggle.
2
Write your prompt
Enter the text that will appear to customers with the survey link. Keep it short and friendly—something like "We'd love your feedback! How did we do?"
3
Save your settings
Click Save. The new prompt will be used for all future surveys.

CSAT Settings page showing the enable toggle, custom survey message field, analytics summary, per-agent satisfaction scores, and recent responses section

Pro Tip: Keep your survey message under 100 characters. Shorter prompts get higher response rates because they feel quick and low-effort to the customer.

Success Check: CSAT is enabled and you've customized the survey message. The toggle is on and your prompt text is saved.

Sending Surveys to Customers

Surveys are triggered by agents, not sent automatically. This gives your team control over when to ask for feedback—usually right after resolving a support issue.

Method 1: The status change dialog

The most natural way to send a survey is right when you're wrapping up a conversation.

1
Change the conversation status
In the chat header, click the status dropdown and select Resolved.
2
Confirm and send the survey
A confirmation dialog appears asking if you'd like to send a CSAT survey. Click Send Survey to include it, or dismiss to change the status without one.

Method 2: The Send Survey button

Already resolved the conversation but forgot to send a survey? No problem.

1
Open the status dropdown
In the chat header, click the status dropdown on a conversation that's already resolved.
2
Click "Send Survey"
You'll see a Send Survey option in the dropdown menu. Click it to send the survey immediately.

Chat header status dropdown showing Open and Resolved options and the Send Survey button for a resolved conversation

One survey at a time: Converge prevents duplicate surveys. If a customer already has a pending (unrated) survey, attempting to send another will show a notice that a survey was already sent. This keeps your customers from being spammed.

Pro Tip: Send surveys when the customer's issue is genuinely resolved, not just when you've replied. Premature surveys lead to lower ratings and reduce trust in the feedback process.

Success Check: You've sent a CSAT survey to a customer using either the status change dialog or the Send Survey button. The survey card appears in the conversation.

The Customer Experience

Understanding what your customers see helps you set expectations and write a better survey prompt. Here's the full journey from their perspective.

The survey card in chat

When your agent sends a survey, the customer sees a styled card in their messaging app. It displays your survey prompt text and a "Rate your experience" button—no extra apps or logins needed.

The rating page

Clicking the link opens a clean, branded page with your company name and icon. The customer picks a 1-to-5 star rating and can optionally leave a written comment. No account or sign-up required.

The thank-you confirmation

After submitting, the customer sees a thank-you message. If they return to the same link later, they see the confirmation again—no option to re-rate.

Pro Tip: The survey page is automatically excluded from search engines. Your customer ratings and feedback remain private—only your team can access them.

Success Check: You understand the full customer journey: survey card in chat → rating page with 1–5 stars → thank-you confirmation.

Viewing Satisfaction Analytics

Every rating feeds into your analytics dashboard, giving you both a bird's-eye view of team performance and a per-agent breakdown. All team members can view aggregate stats; agents can see their own scores.

Company-wide metrics

Open the CSAT settings page to see the analytics dashboard at the top. Four key metrics give you a snapshot of how your team is performing:

Total Surveys Sent

How many surveys your team has sent in the selected time period. A baseline for understanding your feedback volume.

Response Rate

The percentage of surveys that received a rating. A healthy rate is 20–40%—if yours is lower, consider shortening your survey prompt.

Average Rating

Your team's average star rating across all responses. Track this over time to spot trends in customer satisfaction.

Positive Ratings

The count of 4- and 5-star ratings. A quick way to see how many customers left happy.

Per-agent satisfaction scores

Below the company metrics, you'll find a table showing each agent's individual satisfaction scores. This includes their average rating, total surveys, and response count. Use the period filter (week or month) to focus on the timeframe that matters.

Pro Tip: Review per-agent scores monthly in team meetings. Agents with consistently high ratings can share what's working, and those with lower scores can get targeted coaching.

Success Check: You can view company-wide CSAT metrics and per-agent satisfaction scores from the CSAT settings page.

Reviewing Individual Responses

Admin / Owner Only

Individual survey responses—including customer names, star ratings, and written comments—are only visible to admins and owners. This section of the CSAT settings page shows a paginated list of all submitted ratings.

The 48-hour privacy embargo

To protect both customers and agents, individual responses are hidden for 48 hours after submission. This prevents agents from linking specific feedback to recent conversations while the interaction is still fresh.

Why the embargo?

Immediate feedback visibility can create a chilling effect—customers may hesitate to leave honest ratings if they sense the agent will see it right away. The 48-hour buffer encourages candid feedback and reduces retaliation risk.

What each response shows

Each entry includes the star rating, customer name, agent name, optional comment, and the timestamp. Use the period filter to narrow results by week or month.

Who sees what

Role	Individual Responses	Aggregate Stats
Owner / Admin	Yes (after 48h embargo)	Yes
Agent	No	Yes (own stats)

Pro Tip: Use the comments from individual responses to identify recurring themes. If multiple customers mention the same issue, that's a signal to improve your process—not just the agent.

Success Check: You know how to access individual CSAT responses, understand the 48-hour privacy embargo, and know which roles can see what.

Best Practices & Tips

Send surveys only after resolution

Timing matters. Sending a survey mid-conversation or before the issue is truly resolved leads to lower ratings and frustrated customers. Wait until the problem is genuinely fixed.

Keep the survey prompt short and friendly

Your survey message appears in the same chat the customer is already using. A brief, warm prompt like "How did we do?" feels natural and gets more responses than a formal paragraph.

Don't send surveys for every conversation

Quick one-message answers or simple confirmations don't need a survey. Reserve them for meaningful interactions where the customer actually received support.

Review analytics weekly

Check the company-wide metrics and per-agent scores at least once a week. Trends matter more than individual ratings—look for patterns over time.

Use low scores for coaching, not punishment

CSAT data is a tool for improvement, not a stick. Share insights constructively with your team and focus on what can be learned from negative feedback.

Celebrate high performers

Agents with consistently high ratings deserve recognition. Use the per-agent analytics to highlight top performers in team meetings.

Frequently Asked Questions

Can customers receive multiple surveys at once?

No. Converge enforces a one-survey-at-a-time rule per customer. If a customer already has a pending (unrated) survey, attempting to send another will show a notice that a survey is already outstanding. Once they rate the existing survey, you can send a new one.

Can customers change their rating after submitting?

No. Once a customer submits a rating, it's final. If they revisit the survey link, they'll see a thank-you confirmation page. This ensures feedback integrity and prevents tampering.

Why can't I see individual survey responses?

Individual responses are only visible to admins and owners. If you're an agent, you can see your own aggregate satisfaction scores (average rating, total surveys) through the per-agent analytics, but not individual customer responses. If you're an admin and still don't see a response, it may be within the 48-hour privacy embargo window.

What's the 48-hour embargo about?

Individual responses are hidden for 48 hours after the customer submits their rating. This prevents agents from connecting specific feedback to recent conversations while the interaction is still fresh. It encourages honest customer feedback and protects both parties. Aggregate analytics (average rating, response rate) update in real time—only the individual response details are delayed.

Are CSAT surveys sent automatically?

No. Surveys are always agent-triggered. When an agent resolves or closes a conversation, they see a dialog asking if they'd like to send a survey. They can also send one manually from the status dropdown on already-resolved conversations. This gives your team full control over when to ask for feedback.

Do surveys work on all messaging platforms?

Yes. The survey is sent as a message through the same channel the customer is already using—whether that's WhatsApp, Telegram, Messenger, your chat widget, or any other connected platform. The survey link opens a web page that works in any browser.

Will the survey page appear in Google search results?

No. Survey pages include anti-crawl measures (noindex, nofollow meta tags and HTTP headers) to prevent search engines from indexing them. Your survey data stays private.

Know Exactly How Your Customers Feel with CSAT Surveys