Customer satisfaction survey (CSAT) per channel

Overview

The satisfaction survey (CSAT) works the same way on every channel: when the conversation is resolved, the contact is asked to rate it and the answer feeds the reports. What changes is how the question goes out — and that depends on whether the channel uses templates approved by Meta.

Prerequisites

• Permission to edit inboxes.
• The inbox must exist and be connected.
• On channels that use an approved template, the WhatsApp Business account must be able to submit templates for approval.

Step by step

1. Open Settings → Inboxes and pick the inbox.
2. Go to the Customer satisfaction tab.
3. Turn the survey on.
4. Write the message the contact will receive. You can insert variables, such as the contact's first name.
5. If the channel uses an approved template, also fill in the button text and the language — those two fields exist because they are part of the template submitted to Meta.
6. Optionally, restrict the survey by labels, to ask for a rating on only part of the conversations.
7. Save.

Settings & options

• Message: the text of the question. On every channel without an approved template it is sent as a regular message and the rating link is appended right after it.
• Button text and language: shown only on channels that use an approved template. On a paired device inbox these fields are not displayed, because there is no button and no template language to configure.
• Template status: also exclusive to channels with an approved template. After you save, Meta reviews the template and the status moves through pending, approved or rejected.
• Label rules: define which conversations the survey is asked in.
• Frequency: the survey is sent at most once per conversation.

Use cases

• Measure satisfaction on a paired device channel without going through Meta approval.
• Standardize the same question across several channels and compare the scores in the reports.
• Ask for a rating only on support conversations, using a label as the filter.

Tips, limits & best practices

• Write a short, direct question. On channels with no button the contact reads the sentence and taps the link — the text has to make clear what is expected of them.
• On channels with an approved template, Meta may classify the template as Marketing depending on the wording, which changes how it is billed. Prefer an objective sentence about the support given.
• Changing the message on a channel with an approved template requires a new template and a new approval.
• Answers feed the CSAT report; with no conversations resolved in the period, the report stays empty even with the survey turned on.

Troubleshooting

• I cannot see the button text and language fields. The inbox is WhatsApp over a paired device. That is expected: the survey goes out as a message with a link and there is no template to configure.
• The survey never arrives. Check that the inbox is connected, that the conversation was really resolved, and that the label rules are not excluding that conversation.
• The template is still pending. The review is done by Meta and can take a few hours. Until it is approved, the channel cannot send the survey outside the service window.
• The template was rejected. Rewrite the message avoiding a promotional tone and save again to submit a new version.

See also

• Inbox settings: business hours, assignment, CSAT and greetings
• CSAT and SLA reports