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Enable CSAT Surveys

A CSAT (Customer Satisfaction) score captures how happy a customer is with a specific experience, on a simple rating scale. ChannelX makes collecting it effortless: turn surveys on for an inbox, and when an agent resolves a conversation, the customer is automatically asked to rate it — "Rate your conversation" with a quick scale to tap, plus an optional box for written feedback.

The responses flow straight into your CSAT report, which updates in real time.

How to enable surveys

Surveys are off by default. To switch them on for an inbox:

  1. Go to Settings → Inboxes.
  2. Click the gear icon next to the inbox you want to configure.
  3. Open the CSAT tab.
  4. Toggle Enable CSAT to on.
  5. Click Update to save.

Repeat for each inbox where you want feedback collected.

Customising the survey

ChannelX gives you several ways to tailor how surveys look and behave.

Display type

Choose how customers submit their rating:

  • Emoji scale — a row of smiley faces.
  • Star rating — a five-star scale.

Survey message

Set the prompt that appears with the survey, for example "Please rate your support experience." The message can be up to 200 characters.

Survey rules

Control which conversations get a survey using labels:

  • Send if the conversation contains specific labels — the survey goes out only when at least one of the chosen labels is present.
  • Send if the conversation does not contain specific labels — the survey goes out only when none of the chosen labels are present.

These rules let you skip surveys for conversation types where feedback isn't useful, or target them at exactly the cases you care about.

Tip

Keep your survey message short and specific. A clear, friendly prompt tends to lift your response rate.

Common questions

When exactly is the survey sent? On resolution. When an agent marks the conversation resolved, ChannelX sends the survey to the customer.

Will surveys go out on every channel? They are configured per inbox, so only the inboxes you enable will send them. The exact presentation adapts to each channel.

Also see: How to read CSAT reports and Review notes for CSAT.