Product · Surveys

Ask at the moment it means something.

CSAT lands right after a conversation resolves; NPS rides in the widget on a schedule you control. Both feed analytics and — when a detractor answers — your team's attention.

CSAT — after the conversation

When a conversation resolves, the widget can show a quick rating prompt. Low-friction by design: one interaction, optional comment. On paid plans, ratings can also arrive by email for conversations that happened over the email channel — the customer rates from their inbox.

NPS — the periodic pulse

The widget can present the standard NPS question (0–10) with follow-up. Control when it appears and how often any visitor is asked. Responses split into detractors, passives, and promoters automatically.

What happens to answers

Trends — CSAT averages and NPS score over time, per project, in analytics.
Detractor alerts — low scores surface in the dashboard and can push to Slack, so a bad experience gets a same-day human follow-up instead of a churn surprise next quarter.
Context — every rating attaches to the conversation, the agent, and the customer record. "Why the 2?" has an answer one click away.

API

POST /api/widget/conversations/{id}/rating     # submit CSAT
GET  /api/widget/conversations/{id}/rating-status
POST /api/widget/nps                           # submit NPS
GET  /api/nps/stats                            # aggregate scores

Keep the ask honest

Don't prompt after every conversation — set a sensible rate.
Act visibly: customers who see follow-ups on feedback answer more surveys later.
Pair NPS with the operator loop: a detractor from a key account is a focus-worthy signal, not a dashboard row.