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What a CSAT survey does

When a conversation is resolved, Halo can ask the customer how it went on a five-point scale (Terrible, Bad, OK, Great, Amazing), with an optional comment.
  • Chat conversations: a rating card appears in the widget thread, under the conversation. A customer who is still on the page sees it as soon as the conversation is resolved; otherwise they see it the next time they open that conversation from the widget’s conversation list.
  • Email conversations: the customer gets a short email in the same thread with five faces. One click opens a rating page with that face already saved, where they can change it or add a comment. The page needs no login; its link works for 30 days.
Each conversation gets one survey. Resolving it again later does not send another.

Setting up CSAT

Go to Settings > Inboxes > CSAT (needs the Edit settings permission).
  1. Switch Send a CSAT survey when a conversation is resolved on.
  2. Channels: chat (rating card in the widget), email (one-click rating email), or both.
  3. Inboxes: leave everything unchecked to survey every conversation, or check inboxes to survey only their conversations.
  4. When the survey is sent (starts closed; click it to open): send the survey immediately or after a delay (5 minutes to 1 day). If the conversation is reopened before the delay is over, no survey goes out. The quiet period stops a contact who was just surveyed from being asked again for that many days.
  5. Question and rating labels (starts closed; click it to open): the question, a label for each of the five scores, and whether to ask for a comment.
  6. Click Save CSAT settings.
Surveys go out whichever way a conversation is resolved: from the status menu, Send and close, a bulk action, inactivity auto-close, the AI email follow-up closing a conversation, or a “resolve if no reply” snooze ending.

Seeing ratings

  • Conversation header: the rating (for example 🙂 4/5). Hover it to read the comment.
  • Details panel: a CSAT row shows “Survey sent” until the customer answers, then the score and comment.
  • Contact page: Last CSAT rating under Key dates.
  • Inbox views: filter on CSAT rating (for example “is less than or equal to 2”, or “is unknown” for unrated conversations), and sort the list by CSAT rating from the sort menu next to the conversation count.
  • Slack: turn on the Negative CSAT Rating notification (Settings > Integrations > Slack) to post a message when a customer rates a conversation 1 or 2.

Good to know

  • Survey emails respect your suppression list: they are never sent to an address that bounced, complained, unsubscribed or was blocked.
  • Replying to the survey email lands in the same conversation, like any reply.
  • An anonymous widget visitor can rate only their own conversation in their own browser; signed-in visitors are checked with identity verification.
The widget rating card ships with the next widget (SDK) release. Until then, email surveys work and chat surveys are recorded, but the card does not show in the widget.