CSAT
Customer satisfaction scores collected via post-conversation surveys for a selected date range.
Date range
Click the Date range chip to open the date picker. See Interactions — Date range for full details. All data shown in your workspace timezone.
Summary tiles
Rated chats — count of chats that received a CSAT rating, and the percentage of all chats rated (donut chart).
Rating distribution — stacked bar showing the share of each category across all chats.
Rated AI chats
AI-agent chats that received a rating
Rated livechats
Live-agent chats that received a rating
Unrated livechats
Live-agent chats with no rating
Unrated AI chats
AI-agent chats with no rating
CSAT metrics
Average CSAT
Average star rating (1–5) across all rated chats, with label (Bad / Poor / Okay / Good / Excellent)
CSAT %
% of rated chats scoring 4 or 5 stars
Positive CSAT %
% of rated chats scoring 5 stars
Average AI CSAT
Average rating for AI-agent chats
AI CSAT %
% of rated AI chats scoring 4 or 5 stars
Positive AI CSAT %
% of rated AI chats scoring 5 stars
Average live agent CSAT
Average rating for live-agent chats
Live agent CSAT %
% of rated livechats scoring 4 or 5 stars
Positive live agent CSAT %
% of rated livechats scoring 5 stars
Rating breakdown
A bar chart showing count of ratings at each level: Bad (1) · Poor (2) · Okay (3) · Good (4) · Great (5).
Filters: Segment by, Chat type, AI Agents, Channels, Live Agents, Teams, Tags, Tag Groups, Custom Fields. Download icon exports as CSV; screenshot icon downloads an image of the chart.
Feedback surveys
Individual CSAT submissions for the period.
Chat ID
Linked to the conversation in Inbox
Person
Who submitted the rating
Submission date
Date and time submitted
Rating
Score 1–5
Filters: Chat type, AI Agents, Channels, Live Agents, Teams, CSAT Rating, Tags, Tag Groups, Custom Fields. Select Reset all filters to clear. Paginated — use Submissions per page and Show page to navigate.
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