> ## Documentation Index
> Fetch the complete documentation index at: https://docs.haloagents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# CSAT Surveys

> Ask customers to rate a conversation from 1 to 5 when it is resolved, in the widget or by email, and see the rating on the conversation and the contact.

## 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.

> [!NOTE]
>
> 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.


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