Get Satisfactions

CSAT measures how customers feel about the help they got. Admins build surveys in the Kustomer admin settings; customers answer them in the chat widget or in a message on email, SMS and other channels; agents and managers see the results on the conversation and in reporting. The API splits this into two objects: the survey (type satisfaction), which is configuration, and the satisfaction response (type satisfaction_response), which is one survey sent to one customer about one conversation.

Surveys

Key survey fields:

• channel: where the survey is sent, such as email, sms, chat, voice, facebook or whatsapp. from picks the sending account for that channel.
• formType: always csat.
• scale.options: how many rating choices the customer sees, 2, 3, 5 or 10, with optional labelLow and labelHigh.
• introduction and ratingPrompt: the text around the rating question. questions adds follow-up questions, each either a free-text response or a property question tied to a conversation attribute named in property.
• delayTime: how long after the conversation closes to send the survey, in milliseconds. Chat surveys are offered right away.
• criteria: audience rules in the same and/or format as queue rules. Omit it on update to keep the current rules; send null or empty lists to clear them.

Each channel can have up to 30 enabled surveys, and creating or enabling one beyond that returns 422. Disabled surveys don't count.

Which survey a conversation gets

When a conversation is marked done, or a chat ends, Kustomer looks at the enabled surveys for the channel of the conversation's latest message and keeps those whose criteria match. If several match, the one with the most criteria rules wins, and the survey order breaks ties. If the conversation is reopened before a scheduled survey goes out, the survey is canceled.

Responses

rating is the customer's raw choice on the survey's scale, and score is the derived result used for CSAT reporting, 1 for a satisfied rating and 0 otherwise. answers holds follow-up answers, and responses stop accepting changes after lockedAt. Each response links to its satisfaction survey, customer and conversation.

Which endpoint to use

To find responses in bulk, search conversations by the conversation_satisfaction_* attributes, such as rating, score or status. If you run your own chat UI, record a rating with the chat satisfaction response endpoint. PUT /v1/satisfaction/order takes the full ordered list of survey IDs in satisfactionForms, up to 500.