Customer satisfaction survey

The easiest way to learn what customers think of your service is to ask them right after the conversation ends. The satisfaction survey (CSAT) is sent automatically when a conversation is resolved: the customer picks a rating and can add a comment, and the answers show up in your reports. The survey is set up for each channel separately.

Before you start

• You need to be an Administrator in Hadir Chat.
• On WhatsApp the survey goes out as a template that WhatsApp approves, so it only starts being sent after approval.

Turn the survey on

1. In the inbox, open Settings, then Inboxes, and select the Settings button next to the channel.
2. Open the CSAT tab (1).
3. Turn on Enable CSAT (2).

On website chat and other channels

4. Under Display type (3), choose how customers rate: emoji faces or stars.
5. In Message (4), write a short line shown with the survey, such as "Your opinion matters. How was your experience with us today?"

On WhatsApp

4. Write the survey Message and the Button text the customer taps, and choose the Language.
5. Check how it looks in Message preview. It may look slightly different on WhatsApp.
6. If Hadir AI is on in your account, select Check utility fit for a suggested wording closer to a service message. It is a guidance check; Meta makes the final call.

When you save, Hadir Chat creates a dedicated survey template and submits it to WhatsApp for approval. Its status shows next to it: Pending WhatsApp approval, then Approved by WhatsApp. If you change the survey text later, the previous template is deleted and a new one is submitted for approval.

Choose when it is sent, and save

7. Optional: under Survey rule (5), send the survey only if the conversation contains or does not contain any of the labels you choose. For example, skip conversations labelled "complaint" so a supervisor can follow up in person.
8. Select Update (6).

Note: the survey is sent only once per conversation, even if the conversation is resolved and reopened several times.

When the customer gets it

• It is sent when the conversation's status becomes Resolved, whether an agent resolved it or it was resolved automatically.
• On WhatsApp it goes out as the approved template. On channels with a reply window, such as Instagram and Messenger, it is not sent once the window has closed, and the conversation notes that.

Read the results

Open Reports, then CSAT. You see the ratings and comments, can filter them by Agent, Inbox, Team or Rating, and can open the conversation each rating came from.