Surveys & CSAT

Surveys run inside the widget — no tool switch, no second data pipeline. Responses land on the related ticket and in the audit log.

Survey types

• CSAT: Customer Satisfaction Score, 1–5 stars, with an optional free-text comment.
• NPS: Net Promoter Score, 0–10 with promoter / passive / detractor bucketing in the analytics.
• Custom: Custom scales, multiple choice, required fields — fully configurable per survey.

Trigger

Surveys can be sent manually from a conversation or attached automatically via workflow after ticket close. Delay between close and send is configurable (default: instant).

Analytics

The dashboard shows trend charts per survey, filterable by time range, department, agent, or tag. Raw responses can be exported as CSV or pushed to your BI tool via webhook.