CSAT

Fires on resolution. Measures reality.

CSAT that triggers when the customer says they're done, not when the ticket is closed. Per-channel, per-agent, per-AI. A real signal, not a vanity metric.

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Fired on resolution

How was your conversation with us?

★★★★★via WhatsApp

CSAT · AI only+0.21

4.74

Fires when it matters: Resolution-gated
AI replies measured too: Per-AI
No extra app: Inline

The real metric

CSAT at ticket close is a vanity metric. CSAT at resolution is the real one.

If you fire a survey on ticket close, you miss the customer who left. If you fire it at resolution, you measure how the moment actually felt.

Resolution-gatedFires when the customer confirms done, in-thread.
AI-native scoringSeparate CSAT for AI Agents vs. Copilot vs. humans.
Themes, not CSVsFree-text is clustered into themes you can act on.

How it works

Signal that matches reality.

01
Resolution detected
Signals or explicit confirm, the conversation is done.
02
Inline micro-survey
In the channel the customer is on. No email, no app install.
03
Scored by surface
Per-channel, per-agent, per-AI, trended over time.

Under the hood

Everything you need, thought through.

A focused feature set with sharp defaults, not a sprawling menu to navigate.

Resolution-triggered

Fires when the customer confirms done, not on arbitrary ticket close.

Per-channel scoring

WhatsApp, email, chat, phone, benchmarked separately.

Per-AI scoring

AI Agents, Copilot, and humans each get their own CSAT curve.

Agent scorecards

CSAT + grade + NPS, joined into one view.

Trend analytics

Weekly, per-queue, per-campaign. Find the slide before it sets in.

Free-text analysis

Themes auto-clustered across responses. Not a CSV dump.

We stopped arguing about whether AI was hurting CSAT. We just looked at the AI-specific number. It's up.

AYAlina YildizCX Insights · Beta team

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