Admin7 min readUpdated May 5, 2026
CSAT and feedback
Capture customer satisfaction after resolved conversations and review CSAT by channel, agent, and handling mode.
CSAT shows whether customers are satisfied, not only whether support was fast. It fills the gap between operational performance and customer sentiment.
Widget CSAT
- CSAT appears after a widget conversation is resolved.
- Customer can choose a rating and optionally leave a comment.
- Rating is saved against conversation, contact, channel, and handling mode.
Analytics
- CSAT trend over time.
- CSAT by channel.
- CSAT by assigned agent.
- CSAT by AI vs human handled conversations.
- Recent customer comments for qualitative review.