⭐ CSAT Survey AI Action
Customer Satisfaction Survey
The CSAT Survey AI Action allows you to automatically collect customer satisfaction ratings at the end of conversations. With it, you can trigger a 5-star rating prompt and request text-based feedback to measure how well your AI chatbot is performing in real-time conversations.
Why Use the CSAT Survey AI Action?
Capturing customer feedback helps you:
- Understand how helpful your chatbot actually is
- Identify patterns in negative feedback
- Improve bot responses and flows based on real user insights
- Monitor support performance over time
How It Works
Once configured, this action prompts users to leave a star rating (1–5) along with an optional comment after their conversation ends — either automatically or based on AI-triggered conditions.
🛠️ Setup Steps
1. Go to “Create AI Action”
Navigate to your AI Actions panel and click Create AI Action → Select CSAT Survey from the list of Ready-to-Use actions.
Location: LiveChatAI Dashboard → AI Actions → Create → CSAT Survey
2. Choose Collection Type
You'll be asked to pick when the CSAT survey should appear:
🧷 Static (Event-Based)
- After Chat Resolution: Triggered when the customer clicks “That helped” or gives a positive response.
- After Period of Inactivity: Triggered after 5 minutes of no user activity.
- 🤖 AI-Driven (Dynamic)
Let AI decide when to display the CSAT survey based on your defined condition.
Example: “Show this survey when the conversation is ending or when the user indicates they are satisfied.”
3. Configure Survey Trigger Conditions
For static setups:
- Choose one or both options (chat resolution, inactivity)
For AI-driven setups:
- Write a natural-language condition like:
“Show this survey when the user says thank you or when the conversation ends with no questions left.”
4. Select Fields to Request
You can request a free-text comment from users in addition to the star rating:
- 📝 Comment Field (Required or Optional)
This helps gather qualitative feedback alongside the score.
5. Complete & Activate
Click Complete to save and activate your CSAT Survey Action.
Once active, LiveChatAI will automatically handle the logic and display the survey at the right time.
Best Practices
- Keep your chatbot responses helpful and concise to boost positive CSAT ratings.
- Review feedback weekly to uncover conversation gaps.
- Use tags or exports to analyze CSAT data over time.