Resolutions without feedback are guesses. SabNode CSAT auto-fires a survey the moment a chat is marked resolved — on the channel the conversation happened on — and pipes the score straight into agent, team, channel and label dashboards. No third-party survey tool, no broken links, no day-old aggregates.
Most support teams claim to care about CSAT and then run it like an afterthought. A weekly survey goes out from a generic email address, response rates sit in the single digits, the dashboard is a static PDF emailed every Monday, and nobody believes the number. Worse, the survey lives in a separate tool that does not know which agent handled the chat, which channel it happened on, what label was applied or what the customer's opening question was — so even when the score comes in, it is contextless.
The operational consequences are real. Agents are coached on hunches because the number cannot be tied back to specific conversations. Channel investments are justified by opinion because there is no per-channel CSAT. Bad chats slip out into the world because nobody sees the 2-star until a week later. The customer who took the time to give honest feedback never gets a follow-up because the system is not wired to surface them quickly.
The right way is to fire CSAT in the channel the conversation happened on, the moment the chat resolves, with the agent and conversation context attached. The response should land in the same system that runs the inbox, so a 1-star automatically routes to a senior agent for a make-good and the score appears on the agent and team dashboard within seconds. This is operational CSAT, not survey theatre.
SabNode CSAT runs as an integrated part of the inbox, not a separate survey tool. When a chat is marked resolved, the platform fires a CSAT prompt in the same channel the conversation happened on — a WhatsApp interactive message with star buttons, an Instagram DM with quick replies, an email with a one-click rating, or a widget banner inside the web chat. Response rates are dramatically higher than email-only surveys because the customer is already in the channel.
The CSAT prompt is contextual. It knows which agent handled the chat, what the opening question was, which labels were applied and what segment the customer belongs to, so every response is automatically attributed without manual tagging. Verbatim feedback (an optional follow-up text response) is captured and made searchable. Low ratings (1 or 2 star) can trigger automatic workflows — assign to a senior agent for a make-good, alert the team lead in Slack, open a ticket in your CRM.
Reporting is operator-grade. CSAT can be sliced by agent, team, channel, label, segment, language, time-of-day and conversation length. Trend lines, distributions and outlier alerts run on the same dashboard layer as the rest of the platform. A team lead can see which agents are trending down, which labels correlate with low CSAT and which channels have the highest variance — and drill into the specific conversations behind any number.
Compliance is built in. The survey is opt-out aware (suppressed if the contact has opted out of marketing or post-chat messaging), respects WhatsApp's 24-hour service window (uses a Utility template if the window has closed), and stores the consent record for the response. Verbatim feedback is encrypted at rest, and access can be restricted by RBAC so frontline agents see only their own ratings while leads see the team.
CSAT fires in the channel the chat happened on — WhatsApp interactive buttons, Instagram quick replies, email one-click rating, web widget banner. No external survey tool, no broken links, response rates 3–5× higher than email-only surveys.
When an agent marks a chat resolved, the CSAT prompt fires within seconds. Configurable rules suppress for opt-outs, transactional flows, very short interactions and repeat customers who rated recently.
Every response is automatically attributed to the handling agent, conversation, label, segment, channel and opening question. No manual tagging, no spreadsheet reconciliation, no "I think this was a billing chat" guesswork.
Optional follow-up text response captures verbatim feedback. Searchable, sentiment-scored and routable to a leadership channel or a CRM ticket. The customers who took the time to explain a 2-star never get lost.
Any rating below a threshold can trigger automatic action — assign to a senior agent, alert in Slack, open a ticket in HubSpot or Salesforce, fire a make-good flow that offers a discount or a callback within 4 hours.
CSAT splits by agent, team, channel, label, segment, language and time. Trend lines, distributions and outlier alerts run on the same dashboard layer. Drill into the specific conversations behind any number with one click.
Beyond CSAT, the same engine runs NPS, CES (effort), thumbs-up/down and custom multi-question surveys. Use the right instrument for the moment — short post-chat CSAT, longer monthly NPS, product-specific CES on flows.
A B2B SaaS support lead runs weekly 1:1s using CSAT trends per agent, verbatim feedback on outliers, and channel-level breakdowns. Coaching is grounded in specific conversations rather than gut feel, and agent CSAT moves measurably quarter-over-quarter.
A D2C beauty brand auto-routes 1-star CSAT to a senior agent who reaches out within 4 hours with a make-good offer. Recovered customers re-rate at an average 4.6/5 and a quarter of recoveries lead to a follow-on purchase within 14 days.
A diagnostics chain runs CSAT after every chat and NPS after every visit, segmented by location. Locations underperforming on either metric get targeted operational interventions, with the trend visible on a CEO-level dashboard updated in real time.
An e-commerce growth team compares post-purchase CSAT across WhatsApp, Instagram DM and email. WhatsApp consistently rates highest; the team uses the data to justify expanding the WhatsApp budget at the next quarterly planning round.
A bank runs CSAT after every chat with a relationship manager, segmented by branch, product type and language. Branch managers see live CSAT for their team and intervene on outliers within the same day rather than reading a monthly summary.
CSAT & Ratings is included on every SabNode workspace. No separate billing, no extra setup — flip it on from your workspace settings.
CSAT (star or thumb), NPS, CES or custom multi-question. Each is configured once per use case — typically a short CSAT post-chat and a longer NPS quarterly.
Fire on resolve, on a specific label, on a particular flow path or on a manual button. Suppress on opt-out, transactional conversations or recent rate.
The survey renders natively — WhatsApp interactive buttons, Instagram quick replies, email one-click rating, web widget banner. No external survey tool.
Responses land in the analytics layer instantly. Low ratings trigger configured workflows — agent assignment, Slack alert, CRM ticket, make-good flow.
Slice CSAT by agent, team, channel, label and language. Use verbatim feedback for coaching, leadership reviews and operational interventions.
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