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CSAT surveys

CSAT (customer satisfaction) surveys are the short rating requests sent after a conversation is resolved. This section turns surveying on and configures how it looks and behaves on each channel. The responses feed into Insights → CSAT.

AI CSAT​

At the top of the page:

  • AI CSAT — turn on to automatically collect satisfaction feedback using AI. This toggle saves immediately.

Below it, the per-channel configuration is organized into WhatsApp, Live Chat, and Email tabs. Each tab has its own Save Changes button — switching tabs does not save; you must save each channel you edit.

WhatsApp​

Surveys are delivered as a WhatsApp Flow after the interaction.

  • Enable WhatsApp CSAT — the master switch for this channel. The fields below are disabled until it's on.
  • CTA Button Text — the label on the survey button, e.g. "Rate Your Experience" (defaults to "Submit Feedback").
  • Message Body — the message sent just before the survey, e.g. "Thank you for choosing us!"
  • WhatsApp Flow — the WhatsApp Flow that renders the actual survey. The dropdown lists your flows with their status; deprecated flows can't be selected. Save is blocked while WhatsApp CSAT is on but no flow is chosen.
  • Test Flow — opens a dialog where you enter a phone number (with country code, digits only) and send yourself the survey to check it end to end. Available once the CTA text, body message, and flow are all set.
  • Save Changes — commits the WhatsApp settings.

Live Chat​

Surveys appear inside the chat widget after a ticket is resolved.

  • Enable Live Chat CSAT — the master switch for this channel.
  • Prompt Message — the question shown above the rating, e.g. "How was your experience?"
  • Rating Style — choose Stars (a five-star scale) or Emojis (a five-emoji scale from unhappy to delighted).
  • Send Delay — how long after resolution to wait before showing the survey, in minutes (0 to 10080, i.e. up to 7 days). Use a delay if you'd rather not prompt the customer the instant the chat ends.
  • Preview — opens a mock chat-widget survey so you can see the prompt and rating style.
  • Save Changes — commits the Live Chat settings.

Email​

Surveys are sent as an HTML email after the interaction.

  • Enable Email CSAT — the master switch for this channel.
  • Logo (optional) — upload your company logo (PNG, JPG, or SVG, max 2MB) to appear in the email. Uploading or removing the logo saves immediately; use Change to replace it or the delete button to remove it.
  • Email Template (HTML) — the raw HTML of the survey email. Insert the rating links using the placeholders {{RATING_1}} through {{RATING_5}}, which Flowcall replaces with the real rating URLs when the email is sent.
    • Load Default — fills the editor with a ready-made, mobile-friendly star-rating template (it embeds your uploaded logo if you have one). Use it as a starting point and edit from there.
  • Preview — renders the template in a Gmail-style preview window with the rating placeholders resolved to demo links.
  • Send Test — opens a dialog to email yourself the survey and confirm it renders correctly.
  • Save Changes — commits the Email settings and template.

How it works​

With AI CSAT on and a channel enabled and configured, Flowcall sends that channel's survey after the relevant conversation is resolved (immediately, or after the Live Chat send delay). Ratings customers submit — five-point on every channel — roll up into the CSAT metrics in Insights → CSAT.