Customer Satisfaction Survey

The Customer Satisfaction Survey feature is a valuable tool designed to gather feedback scores and suggestions from users at the conclusion of a conversation.

Once an agent closes a ticket, the survey is automatically triggered and sent to the user, awaiting their feedback.

Survey Type

How to setting the customer satisfaction survey

Platform and supported message type

Platform	Quick Reply	External Link	Image Map
LINE	✅	✅	✅
Messenger	✅	✅	❌
Webchat SDK	✅	✅	✅

Quick Reply

Field	Spec
Question	1 - 2000 characters
Options	2 - 10 options
Options label	1 - 20 characters

Image Map

Field	Spec
Options	2 - 10 options
Options label	1 - 20 characters
Image size	1 MB

External Link

Field	Spec
Question	1 - 2000 characters

Additional Feedback

Additional feedback survey is an optional section that admin can select to enabled it or not.

Gratitude Message

Gratitude message will be sent to users after they respond to a survey or user does not respond within the specified time frame.

Timeout

When a user does not submit a feedback score or suggestion within the designated timeframe, the timeout mechanism activates. At this point, an automated gratitude message is sent to the user, thanking them for their participation in the survey process.

Following the sending of the gratitude message, the system will automatically close the survey session.