CSAT

Problem CSAT surveys only support a single question, limiting the feedback teams can collect per interaction. Request Allow adding multiple questions to CSAT surveys.

Problem CSAT survey rules only support a fixed delay after the trigger — there is no way to control the day or time a survey is sent, reducing response rates. Request Add time-of-day and day-of-week conditions to CSAT rules so surveys can be sent ...

Problem CSAT surveys only support a single scale format, so teams that need 1-10 ratings or emoji-based scales cannot match their preferred survey style. Request Support additional survey scale formats such as 1-10 numeric and 3-point smiley face ...

Request Add customization options for CSAT survey look and feel, including fonts, font colors, and other visual elements.

Request Create rules triggered by CSAT scores, with filtering by score range (e.g., 1–3) and submitter type (human or AI). Make the score and submitter info accessible via dynamic variables.

Problem CSAT survey comments don't show who submitted them, making it impossible to attribute feedback or identify potential self-ratings by agents. Request Display the identity of who submitted each CSAT survey comment.

Problem CSAT surveys remain accessible indefinitely. Request Allow setting an expiration duration after which the survey link is no longer accessible.

Problem Smart CSAT only evaluates emails and ignores comments on conversations, resulting in incomplete scoring context when important information is captured in comments. Request Include conversation comments in Smart CSAT evaluation to capture c...

Request Allow organizations with multiple brands or regional/language divisions to redirect customers to different CSAT survey landing pages.

Request View customer satisfaction scores organized by message template.