Overview
The Customer Satisfaction (CSAT) configuration in Kwik Engage enables businesses to collect feedback from users via Instagram after their interaction with a support agent on Instagram. This guide explains how to configure and manage CSAT surveys effectively.
Enabling CSAT Surveys on Instagram
To start collecting customer feedback, you need to enable CSAT surveys.
Navigate to CSAT config section from the setup menu. Then move to the Instagram tab
CSAT Enable: Toggle this switch ON to activate CSAT surveys.
Configuring Agent CSAT
When an agent handles an interaction, a CSAT survey can be sent to users for feedback.
Agent CSAT Fields:
Agent CSAT Message: The message prompting users to rate their interaction with the agent. Example: "Please rate this interaction. It will definitely help me improve."
Minimum Agent Messages: This field is used to set the minimum number of agent messages required to be sent in a chat for system to trigger a CSAT message. This ensures CSAT is collected in only valid scenarios.
Feedback Collection
After a user rates the interaction, you can ask for additional feedback.
Feedback Message: Users can provide free-text feedback after submitting a rating. Example: "Please share comments; it will be great to hear from you and help us serve you better each time."
Managing CSAT Expiry and Duplicates
CSAT Expiry (in minutes): Defines how long a user can submit feedback before it is ignored. Default: 30 minutes.
Reject Duplicate: If enabled, it overwrites duplicate ratings from the same user. If disabled, multiple ratings from the same user are stored.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article
