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CSAT surveys ask a WhatsApp customer to rate their experience the moment your team resolves their conversation, using a simple three-button tap-to-reply message, and the score they pick shows up as a badge on that conversation afterward. This article covers turning the feature on and reading the results.
CSAT surveys: first 5 of 6 steps
- 1Go to Settings, then Inbox
- 2Turn on the CSAT surveys toggle
- 3Click Save
- 4Resolve a conversation as normal
- 5Watch for the customer's response
Before you start
- Turning CSAT on or off needs access to Settings, then Inbox, which requires the workspace settings permission (Owners and Admins by default).
- CSAT only applies to WhatsApp conversations; Instagram, Messenger and web chat conversations do not send a rating request even when the setting is on.
- The rating request is a free-form interactive message, so it can only be sent while the 24-hour customer service window is still open at the moment of resolution; a conversation resolved after the window has already closed will not receive a survey.
- CSAT ships on every plan, including Free, with no separate cost per survey sent beyond the interactive message itself counting toward Meta's normal conversation charges.
Steps
- Go to Settings, then Inbox. The CSAT surveys card sits below Auto-assignment and First-response SLA.
- Turn on the CSAT surveys toggle. Its description confirms exactly what will happen: "When a WhatsApp conversation is resolved, the customer gets a one-tap rating (Great / Okay / Poor). Scores appear on conversations and in agent analytics."
Click Save. The setting applies immediately to every conversation resolved from that point forward; it does not retroactively send surveys for conversations already resolved before you turned it on.
Resolve a conversation as normal, from the Resolve button in its header. If the window is still open, the rating request sends automatically right after.
Watch for the customer's response. Once they tap a button, the conversation records the score, sends them an automatic "Thank you for your feedback!" reply, and stays resolved rather than reopening.
Read scores from the inbox. A small colour-coded badge appears on any conversation with a recorded score: green for Great, amber for Okay, red for Poor.
Why three buttons instead of a star rating or a link
WhatsApp interactive button messages support at most three reply buttons, which is the practical ceiling for a rating a customer can answer with a single tap from inside the chat itself, no separate app, form or website visit required. VGraple CRM deliberately keeps CSAT at this three-point scale, Great, Okay, Poor, rather than a five-star or ten-point scale that would need a link out to a web form, because response rates on a one-tap in-chat question are dramatically higher than anything asking a customer to leave WhatsApp to answer.
Example
A salon resolves a booking conversation right after confirming an appointment. The customer, still in the same WhatsApp thread, taps "Great" within seconds without breaking their flow. Over a month of appointments, this in-chat approach gets meaningfully more responses than an emailed satisfaction survey the salon tried previously, simply because answering costs the customer one tap rather than opening an email and a separate form.
Keeping the scale simple also keeps the resulting data usable at a glance: a red badge on a conversation is an immediate, unambiguous signal that something went wrong, which a manager scanning the inbox can act on directly rather than needing to interpret a numeric average first.
What you will see
With CSAT on, resolving an eligible conversation sends the rating request within moments, visible in the thread as a normal outbound interactive message with three buttons. Once the customer responds, a badge appears on that conversation in the inbox list and stays there as part of its history, colour-coded by score, alongside the automatic thank-you reply in the thread itself. A conversation resolved outside the messaging window, or on a non-WhatsApp channel, shows no survey at all and no badge, since none was sent.
Settings and options
| Setting | What it does | Default |
|---|---|---|
| CSAT surveys toggle (Settings, then Inbox) | Sends a rating request after a WhatsApp conversation is resolved | Off |
| Rating scale | Three options: Great, Okay, Poor, sent as WhatsApp reply buttons | Fixed, not customisable |
| Eligible channel | WhatsApp only | Fixed |
| Eligible window | Only sent while the 24-hour customer service window is still open | Fixed |
| Repeat requests | At most one rating request per resolution cycle | Fixed |
| Score display | Colour-coded badge on the conversation, plus agent analytics | Automatic once a score is recorded |
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| No survey was sent after I resolved a conversation | CSAT is off, the conversation was on a non-WhatsApp channel, or the 24-hour window had already closed | Check the toggle in Settings, then Inbox, and confirm the channel and window status |
| A customer's rating tap did not register | They may have tapped an old copy of the message from a forwarded chat, or their reply arrived after the conversation state changed | Check the conversation thread directly for their button reply |
| The conversation reopened after the customer rated it | This should not happen; a CSAT rating reply keeps the conversation resolved rather than reopening it | If it persists, contact support with the conversation details |
| I do not see a CSAT badge on a conversation I know was rated | The badge reflects the recorded score on that specific conversation; check you are viewing the same conversation the survey was sent on, not a newer one with the same contact | Open the conversation directly and check its header details |
| I want to change the wording of the rating message | The message text and button labels are fixed and not currently customisable | None available today; contact support if this is a hard requirement |
Related reading
CSAT pairs naturally with SLA targets and alerts, since a common use is checking whether faster first responses actually move satisfaction scores. See unread, snoozed and resolved states for exactly what "resolved" means as a trigger.