Clomni

Set up a customer satisfaction survey (CSAT) and see the results

Last updated: 14 October 2026 · 6 min read

The CSAT survey asks the customer to rate the service when the conversation ends. The survey is sent once per conversation. You turn it on for each channel separately.

Steps

  1. 1

    Open the CSAT section

    Open the channel's settings from the list in Settings › Workspace settings › Inboxes and go to the “CSAT” section.

  2. 2

    Set up the survey

    Turn on “Enable CSAT”. Choose the “Display type” and write the text the customer will see in the “Message” field. With the “Survey rule”, you can send the survey only to conversations with certain labels, or leave them out. Click “Update”.

  3. 3

    On WhatsApp Cloud API

    When you save on a WhatsApp Cloud number, Clomni creates a template for the survey and sends it to Meta for approval. The survey goes out after the template is approved. “Check utility fit” shows how Meta might classify the text.

  4. 4

    Resolve without a survey

    In a channel with CSAT on, an open conversation has a “Resolve without survey” button at the top, next to “Resolve”. It resolves the conversation as usual, but no survey goes to the customer. Use it, for example, for spam or a message that needs no answer. A note in the conversation says the survey was not sent. If there are required attributes, you are still asked to fill them in. If the conversation is reopened later and resolved with the usual “Resolve”, the survey goes out.

  5. 5

    When a flow asks for the rating in the mobile app

    In a mobile app (App SDK) inbox with an active, published flow that starts when a conversation is resolved, the inbox's CSAT survey is not sent, whoever resolved the conversation. The flow asks for the rating with an “Ask for a rating” step, so the customer never gets two surveys. More: “A flow that starts when the conversation status changes, and CSAT”.

  6. 6

    See the results

    In the left menu, Reports › CSAT shows “Satisfaction”, “Response rate”, “Ratings” and “Surveys sent” against the period before. Ratings are split into “Satisfied (4-5)”, “Neutral (3)” and “Dissatisfied (1-2)”, and satisfaction is shown day by day, by agent and by inbox. The “Customer feedback” list below has each rating's contact, agent, feedback and conversation, and “CSV” downloads it. Use the filters at the top to choose a channel, inbox, team, agent and label. An administrator can add a “Review note” to a rating; the customer never sees it. An agent sees only the ratings about them.