Measure Satisfaction with CSAT

By Orqestra · Published September 2, 2026

What you will end up with

An automatic satisfaction survey sent after an agent finishes a conversation, and a score you can track per agent and per channel.

Before you start

  • A connected channel that supports interactive buttons. WhatsApp and Instagram do; TikTok Shop does not — the survey is a button message, and TikTok Shop chat is text and images only.
  • Permission to manage channel settings.

Steps

1. Turn it on for a channel

  1. Open Settings → Channel Setup and select Configure on the channel.
  2. Open the CSAT section.
  3. Enable it and save.

CSAT is configured per channel, not per organization, so you can trial it on one number before rolling it out.

2. Write the question

Keep it to one question with a small scale. Long surveys get abandoned, and an abandoned survey tells you nothing. “How satisfied were you with our help today?” with a 1–5 scale is enough.

The survey is sent when an AGENT session ends.
Not when a Journey or AI Agent finishes. That is deliberate — a satisfaction score is about the human interaction, and surveying someone who only met a menu produces a number nobody can act on.

3. Read the results

Scores land in Analytics, broken down by agent and channel. Watch the response rate as well as the average: a 4.8 from three replies is not evidence of anything.

How to check it worked

Have a colleague message the channel, take the conversation as an agent, then close the session. The survey should arrive on their device within a few seconds.

When it does not work

  • No survey arrives. Confirm the session actually ended — a session that times out rather than being closed still triggers it, but an open session does not.
  • It arrives on some channels only. Expected. Channels without interactive button support cannot carry it.
  • Customers reply with text instead of tapping. Their client may not render buttons. Those replies land in the inbox as normal messages rather than as scores.