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CSAT — ask customers to rate your support

💬 Inbox & teamLevel: Beginner⏱ 5 min

🎯 Goal

Learn how happy customers are with your support, per agent and over time. You need no forms or extra tools.

🧰 What you need

  • A role with the Analytics dashboard (to see the card) and Inbox settings (to change it)
  • A connected number

How it works

Section titled “How it works”
  1. An agent marks a chat Resolved.
  2. The customer receives a WhatsApp list message: How would you rate our support today? They tap Rate us and pick ⭐ to ⭐⭐⭐⭐⭐.
  3. MeAPI records the score against the chat and the agent it was assigned to, and replies with your thank-you message.

The survey follows WhatsApp’s rules: it is sent only inside the 24-hour window, and at most once every 12 hours per chat.

Steps

Section titled “Steps”
  1. Pick the number in the switcher at the top. The survey is set per number.
  2. Open Analytics and find the Customer satisfaction (CSAT) card.
  3. Switch on Send survey.
  4. Optionally edit the Question and the Thank-you reply. Save.
  5. Test it: write to your number from your phone, resolve the chat in the inbox and rate it on your phone. The rating appears in the card.
The Analytics page. The Customer satisfaction (CSAT) card is further down.
  • The Analytics page. The Customer satisfaction (CSAT) card is further down.
  • The card has the Send survey switch, Question and Thank-you reply.
  • Its tiles: Average rating, CSAT (4–5 stars), Responses and Response rate, then ratings by star and a table per agent.
SSharma Sweets✓
How would you rate our support today?
☰ Rate us
18:40
⭐⭐⭐⭐⭐ Excellent18:41
Thank you for your feedback!18:41
Message

What the customer sees after the chat is resolved.

Reading the numbers

Section titled “Reading the numbers”
  • Average rating: mean score out of 5.
  • CSAT (4–5 stars): the share of ratings that are 4 or 5. Above 85% is good for most businesses.
  • Responses: how many answered, of how many surveys were sent.
  • Response rate: the same as a percentage. A low rate is normal. Short, friendly questions help.
  • Per agent: ratings, average and CSAT per agent. Coach with it, don’t punish. A few ratings can swing the average.

Common mistakes

Section titled “Common mistakes”
  • Resolving chats days later. The 24-hour window has closed, so no survey is sent. Resolve when the conversation is done.
  • Resolving a chat the customer is still in. The survey interrupts them. Use Pending while you wait for them.

What’s next

Section titled “What’s next”

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