Satisfaction surveys

In the panel, Marketing › Satisfaction surveys asks your customers two separate questions from one place: “how was it?” after a conversation (1–5) and “would you recommend us?” by email (NPS, 0–10). The results appear in Analytics › Reports.

The screen has two cards: After-conversation survey and Recommendation survey (NPS). Until 30 October 2026 the after-conversation survey lived in Widget Settings and NPS surveys in Campaigns › Email; your settings and surveys moved here as they were. Analytics › Reports shows the results; this page is where you set things up and send.

After-conversation survey

With the Satisfaction survey switch on the right of the card turned on, the customer receives a short rating link an hour after a conversation closes. On the linked page the customer rates the conversation from 1 to 5 (Very bad, Bad, Okay, Good, Excellent) and can add a comment. The switch starts off: the survey is an extra contact with your customer, so nobody gets it until you turn it on.

• Which conversations: email, WhatsApp, Instagram and Telegram conversations. In an email conversation the survey goes by email; on WhatsApp, Instagram and Telegram the same link goes as a message on the conversation's own channel. Chat-bubble conversations get no survey, because the stars already appear there at the end of the conversation (Chat bubble).
• Once: a conversation gets at most one survey, and a conversation that was already rated is never asked again.
• When it isn't sent: when the 24-hour reply window on WhatsApp or Instagram has closed (Telegram has no window), and for conversations closed more than a week ago. If you've just turned the switch on, conversations closed within the last week that haven't been rated get the survey too. The link is valid for 7 days.
• Results: scores and comments are in Analytics › Reports › Customer satisfaction; the report splits the score into what the AI and what the team answered. The Analytics › Reports link at the bottom of the card goes there.

The card's two switches are saved with the save bar at the bottom of the page: after a change, “N unsaved changes · Discard · Save” appears, and the panel asks before you leave without saving.

Alert me about low ratings

Alert me about low ratings inside the card starts on. When a customer gives 1 or 2, the person assigned to the conversation gets an email; if the conversation is assigned to a team, the team's members who can manage the inbox do, and if neither, your support address (or, failing that, the account owner). The email gives the rating, the comment and whether the AI or the team answered (“Team” if an agent took the conversation over), with an Open the conversation button; each recipient gets it in their own language. A conversation gets only one alert.

The alert doesn't depend on the survey being on, and it also applies to the stars in the chat bubble. If Slack is connected, a low rating can also land in your Slack channel; the choice on the Connections › Slack screen decides that, while this switch only turns the email on or off.

Recommendation survey (NPS)

This card emails your customers the 0–10 question “How likely are you to recommend us to a friend or colleague?” Customers who press a score send it, with an optional comment, on a short page; the answers appear here and in Reports. Until 30 October 2026 these surveys were emails of the type Satisfaction survey (NPS) in Campaigns › Email; they moved here with the same flow and the same rules. If your plan has no Campaigns, the card isn't hidden: it shows locked, with See plans.

How do email campaigns work? at the top of the card sums up the email rules. A survey goes out like a campaign email, from your verified domain or the mailbox you connected; the Sent from card shows the sender address and the sends left in the last 24 hours. If you have neither, the Add a sender address before sending email campaigns card takes its place, with roughly how long it takes (10 min) and a Go to Email settings button (Campaigns › Sent from).

Survey rules

• A survey is not a promotion: its text is at most 600 characters, and the subject, text and footer can't contain links, web addresses or email addresses (company name, address and phone are enough). Surveys get no button.
• Who gets it: marketing consent isn't required; the survey goes to customers with a verified email address and skips people who unsubscribed. Nobody gets more than one survey in 30 days. If there's nobody to send to, the panel says so; you can see whose address is verified in the Customers screen.

Sending a survey

1. Press New survey and write the campaign name (only shown in your list), the subject and a short text. On this card the type is fixed: Satisfaction survey (NPS). In the text you can write **bold** and start a line with - to make a bullet.
2. Fill in To (default: All customers (except unsubscribed)), Email language (the unsubscribe line in the footer is written in this language) and the footer (your company name and contact details). Preview shows the email as recipients will see it: the text, the 0–10 score row and the footer with the unsubscribe link.
3. Check the question in your own inbox with Send me a test.
4. Send… tells you how many people the survey will reach; sending starts once you confirm.

With no surveys yet, the list is replaced by No NPS surveys yet, three steps and a New survey button. Each survey in the list shows its status (Draft · Sending · Paused · Sent · Stopped); you can stop a survey that is sending and resume a paused one.

Surveys in automated sequences

To send the survey by itself after an event (e.g. one day after a conversation is resolved), make it a step of an automated email sequence: Marketing › Campaigns › Email › Automated sequences. A sequence's survey step stays in the sequence and follows the same rules; the Marketing › Campaigns › Email link at the bottom of the card goes there.

Results

• After-conversation survey: together with the chat bubble's stars, in Reports › Customer satisfaction: the average, the satisfaction rate and the total ratings, with what the AI and what the team answered in separate boxes.
• Net Promoter Score (NPS): the list shows each survey's NPS and its “N responses · promoters · passives · detractors” counts; Responses shows each score, comment and customer. The last 90 days of all surveys are in Reports › Net Promoter Score (NPS).

Who can change it?

Anyone whose role has view or edit on the Widget settings row opens the page. Changing the after-conversation survey's two switches needs edit on the Knowledge assistant row; without it a note at the top of the page says so and the switches show locked. Preparing, testing and sending NPS surveys needs edit on the Widget settings row, and the server leaves it to the admin roles (Owner and Admin). By default the Editor and the Support agent can read the page but not change it; a Member doesn't see it (Users & roles).