📈Agent CSAT: Setup and activation

Activating Customer Satisfaction Rating (CSAT) on WhatsApp

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How to activate Customer Satisfaction Rating(CSAT) on whatsapp?​

1

Go to the LimeChat Dashboard.

2

Go to Settings > Inboxes.

3

Click on Edit Button of relevant inbox to activate the feature.

4

In the Settings tab, navigate to CSAT section and use the "toggle" to enable the CSAT collection flow

5

Configure the CSAT flow as per the use case and use the Update CTA to make sure that the changes are saved and updated

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FAQ's

Can I change the CSAT rating scale?

Yes, the CSAT rating scale can be configured between a 2,3 or 5 scale based rating.

How can I increase the CSAT response rate?

In order to increase the CSAT response rate, its important to keep the customer engaged, you can use CSAT reminder in order to keep them engaged. This can be enabled through the CSAT setting present in your inbox settings.

How to collect CSAT in the UI of IG, WA, Fb?

Enable the CSAT from inbox settings

How is the satisfaction score calculated?

(Total number of positive responses /Total number of responses)* 100

Response Rate:

(Total number of responses / Total number of CSAT survey messages sent)*100

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