Enabling CSAT Surveys

Owner Only

CSAT surveys are off by default. Once you turn them on, every agent sees the option to send a survey when they resolve a conversation.

Turning on surveys

1
Open CSAT Settings
Click the Manage icon in the sidebar, then select CSAT Surveys from the Manage 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 chat text sent with the rating link. Leave it empty and customers get "How was your support experience?"; write your own and it replaces that line. The rating page itself always asks "How was your support experience?" — the Survey Message never changes what the page says.

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 goes out with the survey link, up to 200 characters. Something like "We'd love your feedback! How did we do?"
3
Save your settings
Click Save Settings. The new prompt is used for every survey sent from then on.

CSAT Surveys page under Manage: Enable CSAT Surveys toggle, Survey Message field, Save Settings button, CSAT Analytics cards, Agent Satisfaction Scores and Recent Responses

Pro Tip: Write the prompt as one line. It lands as a chat message next to the link, not as an email, so anything longer than a sentence reads as a wall of text on a phone.

Success Check: The Enable CSAT Surveys 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, open the status dropdown — the status icon to the right of the customer's name — and select Resolved.
2
Confirm and send the survey
A "Send satisfaction survey?" dialog appears. The status change has already been saved at this point, so Send Survey sends the rating request and Don't Send skips it.

The Send satisfaction survey? confirmation dialog that appears after resolving a conversation, with Don't Send and Send Survey buttons

Method 2: The Send Survey button

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

1
Open the status dropdown
Open the same status dropdown on a conversation that is already resolved.
2
Click "Send Survey"
A Send Survey item appears below the two statuses. It shows up only on resolved conversations, and only while CSAT is enabled. Clicking it opens the same confirmation dialog.

Chat header status dropdown on a resolved conversation, listing Open, a greyed-out Resolved, Send Survey, and Scan for knowledge

One survey at a time: A customer holding an unrated survey cannot be sent a second one — the attempt returns a notice instead. The check is per customer, not per conversation, so resolving another thread with the same person won't produce a duplicate request.

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: The conversation shows a "Satisfaction survey sent" line where your outgoing message would normally be.

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 message in chat

Your agent sees the outgoing message collapse to a "Satisfaction survey sent" line with a clipboard icon, not the raw link. In the chat widget, the customer gets a card with a star icon, your prompt text and a "Rate your experience" button. On every other channel — WhatsApp, Telegram, Messenger, email — the customer receives your prompt text followed by the link as an ordinary message.

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 can follow the full customer journey: survey message in chatrating page with 1–5 stars and an optional commentthank-you confirmation.

Viewing Satisfaction Analytics

Ratings are summarised on the same CSAT Surveys page, below the settings. Because that page sits inside Manage, the scores are visible to the owner only — agents and admins send surveys but never see the numbers.

Company-wide metrics

Four cards sit under the CSAT Analytics heading, with a Week / Month selector beside it. That selector drives everything below it: the cards, the agent scores and the response list.

Total Surveys

Surveys sent in the selected period, rated or not. Your feedback volume.

Response Rate

Share of those surveys that came back rated. Surveys sent late in the period drag this down before the customer has had a chance to answer.

Avg Rating

Mean star rating across the ratings received, to two decimals. Shows a dash while nothing has been rated.

Positive

Count of 4- and 5-star ratings. How many customers left happy.

Per-agent satisfaction scores

Under Agent Satisfaction Scores, each agent who had a survey attributed to them in the period gets one row: their name, a "rated / sent" count, and a percentage badge. The badge is the share of that agent's rated surveys that came back 4 or 5 stars, not an average — it is solid at 80% and above, grey between 50% and 79%, and red below 50%.

An agent with two ratings can swing from 100% to 50% on a single bad day, so read the rated count before the badge. Agents with no surveys in the period are left out of the table entirely.

Pro Tip: Review per-agent scores monthly, not weekly. A week rarely holds enough ratings for the percentage to mean anything.

Success Check: You can read the four analytics cards and the per-agent table, and you know the badge is a 4-and-5-star share rather than an average.

Reviewing Individual Responses

Owner Only

Recent Responses, at the bottom of the CSAT Surveys page, lists submitted ratings twenty at a time with a Load more button. Each entry shows the star rating, the customer's name, the agent credited with the survey, the comment if there is one, and the date and time it was submitted.

The 48-hour privacy embargo

A response only appears here 48 hours after the customer submits it. Customers hesitate to rate honestly when they expect the agent to read it immediately, and the delay breaks the link between a rating and the conversation that is still fresh in everyone's mind. The aggregate cards above are not delayed — a new rating moves them right away.

So an empty Recent Responses list with a non-zero response rate is normal: the ratings have landed, they are just still inside the embargo window.

Who sees what

Role	Send a survey	Scores & responses
Owner	Yes	Yes (responses after the 48h embargo)
Admin	Yes	No — the Manage area is owner-only
Agent	Yes	No

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 can find Recent Responses on the CSAT Surveys page and know why a rating takes 48 hours to appear there.

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.

Use low scores for coaching, not punishment

A rating lands on whoever sent the survey, which is not always whoever caused the problem. Read the comments before reading the badge.

Send surveys consistently, or not at all

If agents only survey conversations that went well, the scores measure that choice rather than your support. Agree on a rule as a team — every resolved conversation over a certain length, say — and keep to it.

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?

Responses live on the CSAT Surveys page inside Manage, and Manage opens for the company owner only — admins and agents don't have that page. If you are the owner and a rating you know arrived isn't listed, it is still inside the 48-hour 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. Marking a conversation Resolved opens a dialog asking whether to send one, and the Send Survey item in the status dropdown covers conversations that were resolved earlier. Nothing goes out on a timer.

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