CSAT in the chat API

Customer Satisfaction (CSAT) surveys let you collect feedback from end-users at the end of a chat API session. With this feature, administrators can enable and configure CSAT surveys at both the global and queue level, customize and localize survey messages, and ensure that CSAT data flows into reporting dashboards and CRM integrations.

This document explains how to do the following:

  • Enable or disable CSAT for the chat API globally and per queue

  • Customize and localize CSAT survey messages

  • Understand the inheritance logic between global and queue-level settings

Before you begin

Before you begin, ensure the following requirements are met.

System and user setup

  • You must have administrator permissions.

  • The Customer Satisfaction Ratings toggle in Settings > Operation Management must be turned on. If this main toggle is off, all chat API CSAT toggles in Global and Queue settings will be disabled.

  • If you want end-users to leave written feedback, the Enable Customer Satisfaction Qualitative Feedback option in Settings > Operation Management must be turned on.

  • If you want CSAT results posted to CRM tickets, the Enable Customer Satisfaction Rating to Post in CRM record option in Settings > Operation Management must be turned on.

Configure CSAT at the global level

  • Location: Settings > Chat > Chat API > Chat API CSAT

  • Configuration:

    1. Navigate to Settings > Chat.

    2. Go to the Chat API section.

    3. Locate the Chat API CSAT toggle.

    4. Toggle it on to enable CSAT surveys for all chat API sessions by default.

    5. Click Save.

When enabled, all chat queues that use the chat API will inherit this global CSAT setting. A CSAT survey will be delivered to end-users at the end of their chat sessions unless overridden at the queue level.

Configure CSAT at the queue level

  • Location: Settings > Queue > Web/Mobile > [select queue] > Chat API > Chat API CSAT

  • Configuration:

    1. Navigate to Settings > Queues and select the desired chat queue (web or mobile).

    2. Scroll to the Chat API section.

    3. Locate the Chat API CSAT toggle.

    4. To override the global setting for this queue, toggle it on or off as needed.

    5. Click Save.

The queue-level setting takes priority over the global setting. If the global toggle is on but a specific queue's toggle is off, end-users in that queue will not receive a CSAT survey.

Inheritance logic

CSAT configuration follows a Queue > Parent > Global inheritance model:

  • If no queue-level override is set, the queue inherits its CSAT setting from the parent, which in turn inherits from the global setting.

  • If a queue-level override is set, it takes precedence regardless of the global or parent setting.

  • If the Customer Satisfaction Ratings toggle in Operation Management is off, all CSAT toggles are forced off and read-only at every level.

Customize and localize CSAT messages

Edit survey messages

Location:

  • Settings > Chat > Chat API > Chat API CSAT (global)

  • Settings > Queues > [Queue Name] > Chat API > Chat API CSAT (queue)

Configuration:

  • In the CSAT settings section (global or queue level), locate the message fields.

  • Customize the following fields as needed. See the following table.

  • Click Save.

Field Default Value Description
Form Title Rate Your Experience The heading displayed at the top of the survey form.
Form Feedback Let us know how we can improve. Subtitle text shown below the form title.
Result Title Thank you! Heading shown after the end-user submits a rating.
Result Subtitle We appreciate your feedback Subtitle shown after submission.
Feedback Label Additional feedback Label for the optional text feedback input field.

The customized messages will be displayed to end-users in the CSAT survey at the end of their chat API sessions. If no custom values are provided, the default messages are used.

If your integration doesn't provide message overrides using the chat API, the CSAT survey uses the messages configured in the CCAI Platform portal (with Global > Parent > Queue inheritance).

Add translations for multiple languages

  • Location: Same CSAT settings section (Global or Queue level)

  • Configuration:

    1. At the top of the message field list, select a language from the Language dropdown.

    2. Enter or update the translated text for each of the five message fields in the selected language.

    3. Repeat for each language you support.

    4. Click Save.

When a chat session is conducted in a specific queue, the CSAT survey will be delivered using the language configured for that queue. If a custom translation isn't provided for a given language, the system falls back to the default translation.

CSAT survey flow — end-user experience

The CSAT experience for the end-user is as follows:

  1. When a chat API session ends and CSAT is enabled (globally or at the queue level), the end-user is presented with the CSAT survey form.

  2. The survey displays the localized messages matching the queue's language.

  3. The end-user selects a rating from 1 to 5.

  4. If the Enable Customer Satisfaction Qualitative Feedback option is enabled in Operation Management, an additional text input field is displayed for the end-user to leave written feedback.

  5. After submission, the end-user sees the configured Result Title and Result Subtitle confirmation messages.

Optional: Override CSAT messages using the chat API

The CSAT message strings can be overridden at request time when retrieving CSAT configuration for a chat. Any message fields you don't override fall back to the CCAI Platform portal configuration (Global > Parent > Queue inheritance).

Endpoint (existing): GET /apps/api/v1/chats/:chat_id/csat

Overridable fields (independently optional):

  • form_title

  • form_feedback

  • result_title

  • result_subtitle

  • feedback_label

Sample request (override two fields, leave the rest as defaults):

{
  "messages": {
    "form_title": "How was your shopping experience?",
    "feedback_label": "Tell us anything else"
  }
}

Sample response (overridden where supplied, defaults everywhere else):

{
  "form_title": "How was your shopping experience?",
  "form_feedback": "Let us know how we can improve.",
  "result_title": "Thank you!",
  "result_subtitle": "We appreciate your feedback",
  "feedback_label": "Tell us anything else"
}

Reporting and CRM integration

CSAT in reporting dashboards

  • CSAT scores and text feedback collected from chat API sessions are stored in the chat session metadata.

  • Results are available in the standard NRP CSAT dashboards.

CSAT in CRM records

  • When the Enable Customer Satisfaction Rating to Post in CRM record option is enabled in Operation Management, CSAT ratings and text feedback are automatically posted to the CRM ticket associated with the chat session.

  • This integration works with all supported CRMs.

Troubleshooting

Symptom Possible Cause Resolution
CSAT toggle is unavailable / read-only The Customer Satisfaction Ratings toggle in Settings > Operation Management is turned off. Navigate to Settings > Operation Management and enable the Customer Satisfaction Ratings toggle.
Text feedback field does not appear in the survey The Enable Customer Satisfaction Qualitative Feedback option is disabled. Enable the option in Settings > Operation Management.
CSAT data does not appear in the CRM ticket The Enable Customer Satisfaction Rating to Post in CRM record option is disabled. Enable the option in Settings > Operation Management and confirm the CRM integration is active.
Survey messages appear in the wrong language Translations have not been configured for the queue's language. In the queue's CSAT settings, select the correct language from the dropdown and enter the translations.
Queue does not show CSAT survey even though global is enabled The queue has a local override that is set to off. Navigate to the queue's CSAT settings and either enable it or reset it to inherit from global.