Customer ratings (CSAT)

How customers rate

• Website chat: when a chat is closed, the visitor sees 1–5 stars and can add a comment.
• WhatsApp, Telegram, Messenger and Instagram: when your team closes a chat, the customer is asked How was our support today? Reply with a number from 1 (bad) to 5 (excellent) ⭐ — in the agent's reply language. A reply of 1–5 within 48 hours is saved as the rating and thanked.

Customers can also give 👎 on single AI replies in the website chat; those appear in Needs review.

Where you see ratings

• Analytics — CSAT over the period.
• Activity → Team & automations — CSAT per team member.
• Chat logs — the rating on each chat.
• The daily report.

Act on ratings

• Triggers on The customer rates the chat — e.g. Rating (1-5) ≤ 2 → email the manager (Triggers).
• The csat.received webhook event sends ratings to your own tools.