How to send custom follow up messages for CSAT surveys

Currently, automated follow-up messages for Customer Satisfaction (CSAT) scores are only available for Slack-based interactions. For live chat-based surveys, a standard confirmation message is displayed to users after they provide feedback.

Slack CSAT feedback messages

Custom messages and Slack notifications for high and low scores can be configured on the CSAT settings > Config page.

Email and Chat Widget

When customers complete a CSAT survey through email or chat, users can add comments to their response and they will see a standard confirmation message thanking them for their feedback. Custom follow up messages are not currently supported.