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CRM AND SALES
CSAT
Customer satisfaction score (CSAT) is a measure of how satisfied a customer was with a specific interaction, collected by asking a single rating question after the conversation is resolved, typically on a one to five or good/okay/bad scale. On WhatsApp it is sent as a button message inside the window or a utility template afterwards, and the answer is stored on the conversation.
slaconversation stagereply button message
Why it matters
CSAT is the only quality metric customers give you directly. It surfaces bad experiences before reviews do, lets managers coach on real conversations, and, when a low score routes to a manager immediately, turns a complaint into a save.
In VGraple CRM
A CSAT request can be sent automatically on resolve with reply buttons; scores are stored per conversation and agent, reported in analytics, and a low score can trigger a rule (assign a manager, tag, notify). Review requests with a Google link on positive scores are the common follow-up.