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When a conversation is resolved, Ciarem can ask the customer to rate it, right in the same chat, on WhatsApp, Instagram, Messenger, and your website chat. Answers land in Metrics, credited to whoever resolved the chat, so you can see how each agent, AI agent, team, and channel is doing, and read what customers said. Surveys are set up by admins, under Settings > Satisfaction surveys.

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Set up a survey

1

Open the survey settings

Go to Settings, then Satisfaction surveys, and turn on Send satisfaction surveys. While it is off, the rest of the settings are hidden and nothing is sent.
2

Pick the survey type

  • CSAT (1–5) asks how satisfied the customer was. The default question is “How would you rate the service you received?”
  • NPS (0–10) asks how likely they are to recommend you. The default question is “How likely are you to recommend us to a friend or colleague?”
Write your own Question to replace the default, or leave it empty. Changing the type resets the follow-up ranges.
3

Choose the channels and how customers answer

Under Channels, switch on each channel that should send the survey, and pick How customers answer:
  • Buttons: the customer taps a score. WhatsApp shows a list, Instagram and Messenger show quick-reply buttons, and the website chat shows chips. The highest score is always first.
  • Let them type: a plain message that ends with “Reply with a number from 1 to 5” (or 0 to 10). Use it when buttons feel like too much.
  • WhatsApp form (WhatsApp only): the customer taps Fill in and picks the score inside a WhatsApp form, with an optional comment box. An NPS form offers 0 to 10. The form is built from your survey settings and published to WhatsApp the first time you save; a line under the channel tells you whether it is published or why it isn’t. If the form can’t be sent, the customer gets the list instead, so no survey is lost.
4

Choose who gets it

Under Who gets it, leave Teams on All teams, or pick the teams whose resolved chats should be surveyed. Switch on Also for chats closed by the AI to survey customers whose chat the AI agent resolved on its own.
5

Decide what to reply to each score

See Follow-up by score below, then click Save.
The Satisfaction surveys settings: the survey switch, the survey type and question, and the channels with how customers answer on each
On WhatsApp, an NPS survey with Buttons shows 1 to 10: WhatsApp lists hold at most ten options. With Let them type or WhatsApp form, customers can answer 0. Instagram and Messenger show buttons only in their phone apps. On a computer, customers see the question and can type the number.
WhatsApp form needs the WhatsApp forms switch on for your WhatsApp number; see Turn on WhatsApp forms on a number if the settings page says they aren’t enabled. Meta also publishes WhatsApp forms only for a verified business: until yours is verified, the WhatsApp form option is greyed out and a tooltip says why. The form appears under Channels, then WhatsApp, then Manage forms marked From surveys; it is read-only there and changes whenever you save the survey.

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Customize the button text

When a channel answers with Buttons or WhatsApp form, a Button labels card appears with one box per score, highest first. Type your own text (“Loved it!”, “Not great”) or leave a box empty to keep the default (”⭐⭐⭐⭐⭐ Excellent” for CSAT, the number for NPS). Labels are up to 20 characters, the most Instagram and Messenger show on a button, and they apply to every channel’s buttons and to the options in the WhatsApp form. Changing the survey type clears them. You don’t need to map anything: each button carries its score, so a tap is always recorded correctly, whatever its text. The Button labels card: one box per score, with the default text as a placeholder

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When a survey is sent

A survey goes out when a conversation is resolved, either by a teammate finishing the chat or, if you switched it on, by the AI. Each conversation is surveyed at most once, and only if:
  • surveys are on, and the conversation’s channel is switched on under Channels;
  • the conversation belongs to one of the selected teams (or All teams is selected).
On WhatsApp, Instagram, and Messenger, a survey can only be sent inside the 24-hour messaging window. If the customer’s last message is older than that, the survey is skipped. The customer has 24 hours to answer. The survey never tells them who they are rating.

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What customers can answer

  • A tap, a number, or a button’s text. A tapped button, a number on its own (4), a score out of the scale (4/5), stars (⭐⭐⭐⭐), or the text of a button typed out (“Loved it”, “excellent”) all count as the score. Capitals, accents and emojis don’t matter.
  • A score with words. “4, the agent was quick” records the score and the comment.
  • Something else entirely. If the customer writes about something new (“do you have this in blue?”), it is not taken as an answer. It opens a new conversation like any other message, so nobody misses it.
Survey answers do not open a new chat, do not wake the AI, and do not count as unread.

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Follow-up by score

You decide what Ciarem replies after the score, per range of scores. Each range has a From score, a To score, and a Follow-up:
  • Ask for a comment sends your Message (or the default) and waits up to 1 hour for the customer’s reply, which is saved as the comment.
  • Just thank them sends the Thank-you message at the bottom of the page.
The defaults ask what went wrong on low scores, what to improve on middle scores, and thank customers who gave a high score: Use Add range and Remove range to change them. Ranges can be a single score (for example 1 to 1, 2 to 2, and so on), but together they must cover every score exactly once: you cannot save while a score has no follow-up or two ranges overlap. The Thank-you message is sent after a customer leaves a comment, and for scores set to Just thank them. Leave it empty to send “Thanks for your feedback!” Follow-up by score: ask for a comment on 1–2 and 3, just thank them on 4–5, and the thank-you message below

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Test it in the playground

Try the whole survey before a customer sees it, in the playground:
1

Pick the channel

Open the playground and choose the channel to test. The survey follows that channel’s settings: buttons or typed answers, and your button text.
2

Click Close conversation

You can chat with the agent first or close right away. If surveys are on for that channel, the survey arrives the way customers get it: a list on WhatsApp, buttons on Instagram, Messenger and web chat, or a question to answer by typing.
3

Answer it

Tap a button or type an answer. A small note shows what happened (Score 2 recorded, Comment saved), followed by the follow-up for that score: the comment question, or the thank-you message. Text that isn’t an answer shows Not a survey answer and ends the test: in a real chat, that message would open a new conversation.
4

Restart to test again

After the thank-you (or a reply that isn’t an answer), the chat is closed and you can’t send more messages, like a transferred conversation. Click Restart conversation to start over.
Nothing you do here is saved: playground answers never appear in Metrics. If surveys are off for the channel, Close conversation just ends the chat. The playground after Close conversation: the survey's WhatsApp list, ready to answer A finished playground survey: score recorded, the comment question and answer, the thank-you, and Restart conversation

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See the results

Survey results live in Metrics. They follow the date range and channel filter at the top of the page.
  • General tab: a Customer satisfaction (CSAT) or Net Promoter Score (NPS) card with the score, the number of responses, the Response rate, the share of satisfied customers (CSAT) or the promoter, passive, and detractor split (NPS), and a trend over time. View details opens the Surveys tab.
  • Surveys tab: the same card, plus:
    • Breakdown by Agent, Team, or Channel. Agents include each teammate and each AI agent (marked AI). Chats without a team appear as No team.
    • Recent feedback: the latest comments with their score, agent, team, and channel, filterable by Negative, Neutral, or Positive.
Click a row in the breakdown to open the rated chats behind it: each with its score, comment, and date, and the same score filter. Click a chat, or a comment in Recent feedback, to read the whole conversation without leaving Metrics, then Open in inbox to act on it. The Surveys tab in Metrics: the CSAT score, responses, response rate and trend, the breakdown by agent, and recent feedback The rated chats behind one agent, each with its score, comment and date, filterable by Negative, Neutral or Positive A rated chat's transcript, with the score and comment on top and Open in inbox at the bottom

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Who gets the credit

Every answer is credited to the last touch: the teammate who resolved the chat, or the AI agent if the AI resolved it. If the AI handled the start of a chat and a teammate finished it, the score belongs to the teammate.

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When surveys are turned off

Turning surveys off stops new surveys, but the answers already collected stay in Metrics. The survey card shows Surveys are turned off with a button to the survey settings.

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Good to know

  • Negative, neutral, positive: for CSAT, 1–2 / 3 / 4–5; for NPS, 0–6 / 7–8 / 9–10. These match the default follow-up ranges.
  • Response rate is the share of sent surveys that got a score in the period. Skipped surveys (closed messaging window, failed send) are not counted.
  • Survey settings and results are visible to admins. See Team roles.