# Customer Satisfaction Survey

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

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## 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   |

<figure><img src="https://4173380749-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FzKzxNnOaGxZvAEzvYa7y%2Fuploads%2Fnq1VZwbciZZuQlsJEmep%2FScreenshot%202567-09-10%20at%2010.53.45.png?alt=media&#x26;token=1a7305d2-e381-4038-a707-91d4cc0b97f9" alt=""><figcaption></figcaption></figure>

### Image Map

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

<figure><img src="https://4173380749-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FzKzxNnOaGxZvAEzvYa7y%2Fuploads%2F3UD7bmJxzo61kOHgY6P6%2FScreenshot%202567-09-10%20at%2017.18.58.png?alt=media&#x26;token=18c9b311-2e57-4395-88f5-2a5fbd5bee5b" alt=""><figcaption></figcaption></figure>

### External Link

| Field    | Spec                |
| -------- | ------------------- |
| Question | 1 - 2000 characters |

<figure><img src="https://4173380749-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FzKzxNnOaGxZvAEzvYa7y%2Fuploads%2FYP9Y4260FxnWSb0cMrWE%2FScreenshot%202567-09-10%20at%2017.33.17.png?alt=media&#x26;token=df575ea1-1752-4993-bafd-a0b4d65a6ebb" alt=""><figcaption></figcaption></figure>

## Additional Feedback

Additional feedback survey is an optional section that admin can select to enabled it or not.&#x20;

<figure><img src="https://4173380749-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FzKzxNnOaGxZvAEzvYa7y%2Fuploads%2FIr43jupuZYstxymmPWej%2FScreenshot%202567-09-10%20at%2017.42.34.png?alt=media&#x26;token=f1bda1ba-eb8b-4e40-93c0-c8c20bbb56a4" alt=""><figcaption></figcaption></figure>

## 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.

<figure><img src="https://4173380749-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FzKzxNnOaGxZvAEzvYa7y%2Fuploads%2FE60baXmTwR4Z1QDODk0X%2FScreenshot%202567-09-10%20at%2017.59.51.png?alt=media&#x26;token=23c85144-b386-4043-9ec7-75f2fc44adef" alt=""><figcaption></figcaption></figure>

### 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.