Collect feedback

Issue a CSAT at the end of a live agent chat.

Action — Used under the Chat closed trigger to automatically gather satisfaction data at the end of every live agent conversation.

What it does

Solicits a star rating, a survey, or both from the person after a live agent closes the conversation. Results are stored as chat variables.

When to use it

Under the Chat closed trigger, to gather CSAT data automatically at conversation end.

Settings

The action panel has three tabs.

Rating

Setting	Description
Enable rating	Toggles the star rating on or off.
Webchat rating title	The prompt shown above the emoji rating scale on Webchat. Default: "Please rate the conversation".
Rating request message	The message sent to collect the rating on non-Webchat channels. Buttons labelled 1–5 appear below it. On Bitrix24 and Africa's Talking the person must type a number.
Set chat variable	Stores the submitted rating. Default variable name: feedback_rating.

Survey

Setting	Description
Enable survey	Toggles the post-chat survey on or off.
Add field	Adds a survey question. Each field has a Question, Required toggle, Reply type, Webchat placeholder, and a variable to store the answer.

Settings

Setting	Description
Feedback submission text	The confirmation message sent once feedback is submitted. Default: "Thank you for your feedback!".

Press Save to confirm edits.

Localisation

All text fields are localised per language. Use the language dropdown to enter content for each configured language.

Example

Chat closed
└─ Collect feedback
   Rating
   • Webchat title:   "How did we do?"
   • Variable:        feedback_rating
   Survey
   • Question:        "Any other comments?"
   • Reply type:      Open response
   • Variable:        feedback_comment
   Settings
   • Submission text: "Thank you for your feedback!"

Related

Chat closed