Customer satisfaction rating (CSAT) message enables your customers to give a score or leave a comment on the support provided within a ticket. The satisfaction rating scale ranges from 1 to 5, and the average CSAT score an agent or a team received can be found in Reports on the Sendbird Dashboard.
To send a CSAT message to a client app, turn on the Customer satisfaction rating feature on your dashboard first. The message is customizable in Settings > Automation on the dashboard.
CSAT message types
CSAT messages can have two types of states as below:
Set when an agent sends a CSAT message.
Set when a customer sends a response to a CSAT message.
To submit feedback from a client app, call the
ticket.submitFeedback() method on the client app. When a customer replies to the CSAT message, the state of the message changes from
CONFIRMED. You can also use the
instanceSubmitFeedback method to submit feedback, which is a method on ticket instance.
Specifies a text message for a CSAT message.
Specifies the score of satisfaction rating scale. Values range from 1 to 5.
Specifies a comment on the provided support. The value can be null.
Update the CSAT message
Sendbird server notifies the updates to your app through the
onMessageUpdate() method of the channel event handler. You can implement your code to customize the UI of the updated message depending on the request status.
You can find the stringified
JSON object of the following in the
message.data property within the
onMessageUpdate() method of the channel event handler.