## 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.

| Channel | How the survey is delivered | Needs an approved template? |
|---|---|---|
| Official WhatsApp (Cloud API) | Meta-approved template, with a button | Yes |
| WhatsApp through Twilio | Approved template, with a button | Yes |
| WhatsApp over a paired device | Regular message followed by the rating link | No |
| Website widget | Rating picker inside the conversation itself | No |
| E-mail, Telegram, SMS, Instagram, Facebook, LINE | Regular message followed by the rating link | No |

## 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