CSAT survey email
A CSAT survey email that goes out when the conversation is solved
When your team marks a conversation Solved in the intoCHAT Inbox, the visitor can get a short email asking them to rate the help from 1 to 5. Visitors can also rate a live chat with stars in the chat window, and both ratings count in the same reports.
Support you never hear back about is hard to improve
Without a survey, the only feedback your team gets is the occasional complaint or thank-you, which says little about how the rest of your conversations went. Surveys sent by hand are forgotten on busy days, and surveys sent too often annoy people who already answered. A good post-chat survey reaches people right after their problem is solved, asks one simple question, takes one click to answer and never asks twice. That is what intoCHAT's satisfaction emails and live chat ratings do.
Why ask for a rating after every solved conversation
Only conversations your team handled are surveyed. Chats the AI agent answered alone are not.
Sent at the right moment
The email goes out when a conversation is set to Solved: right away, after 1 hour or after 24 hours, as you choose for each agent. Nobody on your team has to remember to send it.
One question, one click
The email asks "How would you rate the help you got?" and shows five links, from 1 (very dissatisfied) to 5 (very satisfied). The visitor clicks a score, can add a comment and sends it.
Ratings people actually gave
Opening a link records nothing. The visitor confirms the score on the rating page, so a mail scanner that follows every link in an email cannot rate on their behalf.
Never more than once
One email per conversation, none if the visitor already rated it in the chat window, and none after they unsubscribe from that agent's satisfaction emails. Solving the conversation again sends nothing new.
Every rating in one place
Emailed ratings and live chat ratings are saved in the same place on the conversation, and count in the same dashboard figures and the same REST API field.
How the satisfaction survey works
Switch it on for an agent
Go to Settings, Inbox automation. Under Satisfaction emails, find the agent, choose Right away, After 1 hour or After 24 hours, and switch it on. It is off by default.
Solve the conversation
A teammate marks the conversation Solved in the Inbox, or a saved reply's follow-up or a trigger does it. intoCHAT checks that the visitor's email is known and that they haven't rated the conversation or unsubscribed.
The visitor gets one email
The subject names your agent, for example "Acme Support: how was your conversation?". With a delay, everything is checked again just before sending, so a conversation reopened in the meantime gets no email.
The rating lands on the conversation
The visitor picks a score, adds an optional comment and clicks Send rating. You see it on the Conversations tab, on the dashboard under Outcomes and through the REST API.
Satisfaction survey details
Where the address comes from
In this order: the address from identity verification, the email of a lead saved in the conversation, then the address the visitor gave for a hand-off. Without one of them, no email is sent.
Star ratings after a live chat
Switch on "Ask visitors to rate the live chat when it ends (CSAT)" in the agent's Setup tab. When your teammate ends a live chat, the visitor sees five stars and an optional comment box under the chat.
In five languages
The email is in English, German, French, Italian or Spanish, following the conversation's language: the one live translation detected, else the language of the visitor's messages, else the agent's widget or reply language. Anything else gets English.
Comments up to 1,000 characters
On the rating page and under the live chat stars, the visitor can explain the score in an optional comment of up to 1,000 characters. Hover over the rating in the transcript to read it.
Careful with addresses
The visitor's address is used only to send the email and isn't kept with the survey once it is sent. The unsubscribe list stores a SHA-256 fingerprint of the address, never the address itself.
Easy to unsubscribe
Every email has an "Unsubscribe from these emails" link, and mail apps that offer one-click unsubscribe use the same. Any email still waiting for that address is dropped.
Links that expire
Rating links stay valid for 30 days. A link used again says the conversation has already been rated: the first rating stands, whether it came by email or in the chat window.
Works with triggers and roles
A trigger that solves a conversation still sends the email. Changing the setting needs Manage on Conversations & live chat; everyone else sees it read-only, and each change is in the audit log.
Frequently asked questions
What is a CSAT survey email?
A CSAT (customer satisfaction) survey email asks a customer, after a support interaction, how satisfied they were, usually on a short scale. intoCHAT sends one when a conversation is solved in the Inbox, asks for a score from 1 to 5, and saves the score and any comment with the conversation.
When exactly is the email sent?
When the conversation is set to Solved: right away, after 1 hour or after 24 hours, depending on your setting. Delayed emails go out at the first check after the delay, which runs once a day for every account and every 2 minutes while someone on your team has the Inbox open. So After 1 hour can be later than an hour.
Which visitors get a survey?
Visitors whose conversation was solved in the Inbox, whose email address is known from identity verification, a saved lead or a hand-off, who haven't rated the conversation yet and who haven't unsubscribed from that agent's satisfaction emails.
Can a visitor rate the same conversation twice?
No. There is one rating per conversation and the first one stands, whether it came from the email or from the stars after a live chat. A visitor who already rated in the chat window gets no email.
What happens if the conversation is reopened?
With a delay, intoCHAT checks everything again before sending: the setting, your plan, the unsubscribe list, that the conversation is still solved and that nobody rated it meanwhile. A conversation reopened before the delay passed gets no email, and solving it again later never sends a second one.
Can mail scanners skew my scores?
No. Clicking a score only opens a page with that score selected. Nothing is recorded until the visitor clicks Send rating, so security scanners that follow every link in an email can't submit ratings.
Where do I see the results?
On the agent's Conversations tab, a rated conversation shows its score, for example 4/5, with the comment on hover. On the dashboard, under Outcomes, the Live chat card shows Average rating and Ratings against the previous period; emailed ratings for conversations without a live chat add to Ratings but not to Live chats. The REST API returns the rating in the conversation's csat field.
Which plan do I need?
Satisfaction emails are included on Starter, Pro and Enterprise. The star rating after a live chat works wherever live chat does, on every plan, Free too.
Find out how your support really lands
Create your agent free and switch on live chat ratings today. From Starter, add satisfaction emails and hear from visitors after every conversation your team solves.
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