Collect CSAT Report

Customer Satisfaction (CSAT) ratings help businesses understand how happy their customers are with the support they receive. With MyAlice, it's easy to automate CSAT collection right after a ticket is resolved—ensuring timely feedback and better insights into agent performance.

Follow these steps to create a CSAT sequence for your chatbot:

How to Set Up CSAT Collection in MyAlice

1. Log in to your MyAlice account. Head over to the Chatbot section from your dashboard.

1. Select the channel where you want to activate CSAT collection (e.g., Facebook, WhatsApp, Instagram).

1. Click on “Add New Sequence.” Name the sequence something identifiable, like "CSAT".

Then click on Create.

1. From the right-side blocks panel, click on “More” and then select the “User Rating” block.

1. Write a custom message that will accompany the CSAT rating request. Example: “We’d love your feedback on how we did today! Please rate your experience.” This message will appear in the chat along with the scale rating option.

1. Click “Save Changes” to save your newly created CSAT sequence.

1. Next, click on “Default Sequence.” This allows you to assign sequences to specific events.

1. From the blocks on the right, click on More and then select the “Ticket” block.

1. Under Resolved Sequence, choose the CSAT sequence you just created. To make sure that the CSAT sequence is activated, it has to be selected under Resolved Sequence for every ticket block that you create.

1. This ensures that whenever a ticket is marked as resolved or you click on Close Chate, the system will automatically send a CSAT rating request to the customer.

1. Once a customer provides their rating, it will be recorded and visible under the Reports section.