CSAT (Customer Satisfaction Score) measures how satisfied a visitor was with a specific support interaction. Yaplet can show a short rating survey inside the widget automatically when a conversation is marked as resolved — no manual trigger required.
How auto-trigger works
When an agent (or a chatbot workflow) resolves a conversation, Yaplet fires an internal conversation_resolved event for that visitor. A CSAT survey set to trigger on this event appears in the widget a few seconds after the conversation closes — while the interaction is still fresh in the visitor's mind.
1. Create the CSAT survey
Go to Outreach → Surveys → New survey and choose CSAT as the survey type. The template pre-fills a 5-star (or 1–5 emoji) rating question and an optional free-text follow-up.
2. Edit the survey content
Customise the question text if needed. The default is "How would you rate your experience with our support team?" — edit it to match your brand's voice. Add a follow-up free-text question to collect context behind low scores.
3. Set the trigger to conversation resolved
In the trigger settings, choose:
- Trigger event: Custom event
- Event name:
conversation_resolved
Leave the page rules and visitor conditions blank to trigger for all resolved conversations. To restrict to specific channels or visitor segments, add conditions as needed.
4. Set the frequency cap
Set frequency to Show every time if you want a CSAT survey after every resolved conversation. Or set Show once per visitor if you only want to ask once regardless of how many conversations they've had. A common middle ground is Show 1 time every 7 days — you collect regular feedback without pestering frequent users.
5. Publish
Toggle to Published and save. The survey will appear automatically after conversations are resolved.
Reading CSAT scores
The Reports tab shows aggregate CSAT scores over time. The Responses tab shows individual scores with timestamps and any free-text comments. You can filter by date and export. See Read survey responses for a full walkthrough.
CSAT vs NPS
CSAT measures satisfaction with a specific interaction. NPS measures overall likelihood to recommend. They complement each other — use CSAT to track support quality and NPS to track overall product sentiment. See Create your first NPS survey for NPS setup.
What's next?
Once CSAT responses start coming in, learn how to analyse and export them in Read survey responses.