CSAT — satisfaction
“How satisfied are you with the help you received?”
- 1
- 2
- 3
- 4
- 5
- Low: 1–2
- Satisfied: 4–5
On official WhatsApp: a list the customer taps.
Business tools · Customer satisfaction
Know what customers think after every chat
A CSAT, NPS or CES survey reaches the customer after the chat closes, and a dashboard shows results per agent, team and channel, with an instant alert on every low score.
In your account nowFrom the sidebar → Customer satisfaction. Sending to customers stays off until the owner switches it on.
What the customer sees
One question in the same chat, rated with a tap
Five minutes after the chat closes by default, the customer gets a short question in the same conversation they had with your team.
- On official WhatsApp, CSAT and CES show as a list the customer taps.
- NPS and other channels: a numbered text such as “Reply with a number from 0 to 10.”
- After a low score the customer is asked “What went wrong?” and the reply lands on your dashboard.
- You can keep the bot quiet while the customer answers, so a “5” is not treated as a question.
Each survey is a paid message: since 1 October 2026 Meta bills every WhatsApp message sent to a customer. The follow-up question adds one message per low score, and the thank-you (off by default) one per answer. That is why sending stays off until the owner switches it on after seeing the estimate, and a survey is only sent inside the 24-hour window, never as a template; outside it, it is skipped. How to cut WhatsApp message costs
Three scales
Pick the question that fits what you want to measure
Satisfaction with the help, loyalty and recommendation, or how easy it was. Each scale is reported separately.
NPS — recommendation
“How likely are you to recommend us to a friend or colleague?”
- 0
- 1
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10
- Detractor: 0–6
- Promoter: 9–10
On every channel: a numbered text answered with a number.
CES — customer effort
“How easy was it to get your request handled today?”
- 1
- 2
- 3
- 4
- 5
- 6
- 7
- Hard: 1–3
- Easy: 5–7
On official WhatsApp: a list the customer taps.
CSAT
answers of 4–5 ÷ all answers
The share of customers satisfied with the help.
NPS
% promoters − % detractors
From −100 to +100. Passives (7–8) are left out of the subtraction.
Found it easy
answers of 5–7 ÷ all answers
The share of customers who got their request handled easily.
Response rate
answers ÷ surveys sent
How many customers answered out of those who got the survey.
A dashboard that shows where service improves and where it slips
The workspace owner and anyone with the reports permission see it under “Customer satisfaction” in the sidebar.
A trend chart
The headline score per day or week with the number of answers, so you see the effect of any change in your team.
Compared with the previous period
Broken down by who, when and where
Compare scores across agents, teams, channels, closing reasons and triggers.
Agent · Team · Channel · Closing reason · Trigger
A low-score list
Every low score with the customer’s comment, the agent’s name and a button that opens the chat.
“What went wrong?” follow-up is on by default
Surveys not sent, and why
Outside the 24-hour window, a channel that is not allowed, or a customer surveyed recently. Skipping saves you message costs.
Every skipped survey has a clear reason
Any period you choose
Pick a start and end date to read a week, a month or a whole season.
A range of up to 366 days
The score in the chat and the ticket
Agents see the customer’s score in the “Satisfaction” section of their profile in live chat, and a ticket shows its score on its page.
Read-only inside the chat
Low scores
Your team hears about an unhappy customer before they leave
Every low score sends an instant notification, so an agent opens the chat and puts it right while the customer is still there.
- Notify the agent who handled the conversation — on by default.
- Notify the workspace owners — on by default.
- AI sentiment labels comments positive, neutral or negative: off by default, runs only when you press the button, 1 AI credit per 40 comments.
The alert is a push notification to your team in the app, not a WhatsApp message to the customer, so Meta does not bill it.
Settings
Careful defaults, and you decide the rest
Only the workspace owner changes them, in “Satisfaction survey settings”.
| Setting | Default | Range and details |
|---|---|---|
| Send surveys to customers | Off | The owner switches it on after confirming the message cost |
| Survey | CSAT | CSAT 1–5 · NPS 0–10 · CES 1–7 |
| After a conversation is closed | On | Conversations a team member handled; bot-only ones are excluded by default |
| After a ticket is resolved | Off | One survey per ticket |
| Wait before sending | 5 minutes | Up to 1,440 minutes |
| Survey the same customer at most | Once every 7 days | Up to 90 days |
| Accept answers for | 24 hours | 1 to 72 hours |
| Follow-up question after a low score | On | One more message, low scores only |
| Thank-you after the answer | Off | One more message per answer |
| Wording | Default text | Arabic, English, Spanish and Portuguese, up to 500 characters |
Channels allowed by default
- WhatsApp — official API
- WhatsApp — QR connection
- Website chat
Available, off by default
- Messenger
- Telegram
The customer gets the survey in their language: Arabic when they write in Arabic, otherwise the workspace language. A survey after a resolved ticket works with the Tickets module, and the score shows on the ticket page. Tickets & SLA
From setup to the first score
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Pick the survey and when it goes out
CSAT, NPS or CES, after a conversation is closed, after a ticket is resolved, or both.
Customer satisfaction → Satisfaction survey settings
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Set timing, channels and wording
The delay, the per-customer limit, the answer window, the allowed channels and the question in your customers’ languages.
Customer satisfaction → Satisfaction survey settings
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Switch sending on after reading the estimate
The confirmation shows how many paid messages to expect a month from the last 30 days. Nothing is sent before you agree.
Satisfaction survey settings → Send surveys to customers
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Read the results and follow up on low scores
Follow the trend and the breakdown, and open the chat behind each low score from the list to make it right.
Dashboard → Customer satisfaction
Before you switch it on, the settings say “Each survey is a paid message” and show an estimate such as “up to N survey messages a month”, worked out from the conversations closed in the last 30 days. While sending is off no customer receives anything, and you can switch it off at any time.
MCP
Ask Claude or ChatGPT how satisfied your customers are
The LetsBot MCP server includes 2 satisfaction tools: the summary numbers for a period you choose, and the latest low scores to follow up.
get_csat_summarylist_low_scores
LetsBot business tools
Tools that work together around each conversation
Each tool shows up in the customer profile inside live chat, so an agent sees the deal, task, ticket and appointment without leaving the conversation.
Deals & pipelineA Kanban board with amounts and a forecast
Tasks & remindersA task from any message, with a reminder
Tickets & SLANumbers, priorities and response targets
Customer satisfactionCSAT, NPS and CES surveys
Appointment bookingServices, staff and slots from the chat
Departments & routingHours, shifts and routing rules
Frequently asked questions
Are satisfaction surveys available in my account now?
Yes. “Customer satisfaction” appears in the dashboard sidebar of every workspace. Sending surveys to customers is off by default, though: no customer receives anything until the workspace owner switches it on in “Satisfaction survey settings”.
Is every survey a paid message?
Yes. Since 1 October 2026 Meta bills every WhatsApp message sent to a customer, and each survey is one message. The follow-up question adds one message per low score, and the thank-you adds one per answer if you switch it on. Before you switch sending on, the settings show an estimate of monthly messages based on the last 30 days.
What happens if a chat closes more than 24 hours after the customer’s last message?
The survey is skipped. Surveys are only sent inside the 24-hour messaging window and never as a template. The dashboard lists the surveys that were not sent and why.
What is the difference between CSAT, NPS and CES?
CSAT asks how satisfied the customer is from 1 to 5, and counts answers of 4 and 5. NPS asks how likely they are to recommend you from 0 to 10, and equals the share of promoters (9–10) minus the share of detractors (0–6). CES asks how easy it was from 1 to 7, and “Found it easy” counts answers of 5, 6 and 7.
Can the customer rate with one tap?
On official WhatsApp, CSAT and CES arrive as a list the customer taps. NPS has 11 values, more than a list holds, so it arrives as a numbered text the customer answers with a number, as do surveys on the other channels.
Which channels are surveys sent on?
Allowed by default: official WhatsApp, WhatsApp over a QR connection, and website chat. You can also allow Messenger, Instagram and Telegram in the settings. Surveys are not sent by e-mail.
How do I hear about a low score straight away?
A push notification goes to the agent who handled the conversation and to the workspace owners; both are on by default. It is for your team only, never a message to the customer, and the score appears with the customer’s comment in the low-score list.
Can I change the wording and analyse comments with AI?
Yes. You can write the question, the follow-up and the thank-you in Arabic, English, Spanish and Portuguese, up to 500 characters each. AI sentiment of comments is off by default, runs only when you press the button, and uses 1 AI credit per 40 comments.
Know what customers think of your team, in clear numbers
Start your free trial, connect a WhatsApp number, pick your survey, then switch sending on when you are ready.