Customer Satisfaction (CSAT) automations help you measure service quality using a simple Great, Okay, or Poor rating system.
BusinessChat offers two CSAt automation, a general one and ticekts specific automation. While both types share the exact same user-facing WhatsApp Flow, template options, and reporting screens, their underlying trigger mechanisms are tailored to different operational setups. Collect CSAT Feedback (Webhook) relies on external systems—such as your e-commerce platform, CRM, or shipping provider—to send customer data to a unique webhook URL whenever a transaction occurs. In contrast, Collect Ticket CSAT Feedback is built directly into your native inbox. It skips external webhooks entirely, drawing customer details straight from active chat tickets and triggering automatically whenever a ticket enters a Resolved status. Choosing between them depends on where the customer interaction takes place: use Webhook CSAT for external business events and Ticket CSAT for native inbox support interactions.
Step-by-Step CSAT Automation Configuration
To set up a CSAT automation, follow these steps:
Flow Setup:
Go to Settings > WhatsApp Flows.
Click on Create Flow, choose the CSAT predefined flow, and click Use flow.
Edit the flow name and choose the language, then click Publish Flow.
Template Setup:
Once your flow is approved, create a message template set to the CSAT usage type.
Go to Settings > WhatsApp Templates, and click Create a template.
Choose the CSAT automation usage and click Create from Scratch.
Confirm the usage type and give your template a name (EN or numbers).
Write your template text and use custom fields as needed. Choose the WhatsApp flow you created, enter a button label, and click Submit template.
Workflow set up
Once you have your template approved, proceed to configure the CSAT automation:
From automations, click New Automation and choose the Collect CSAT feedback automation
Click on Set up, copy the URL and paste it into your sending system, then send a test request. Pick the phone-number field from the payload tree, plus a country-code source if numbers are local-format. Optionally enable Basic auth and/or an IP allowlist. And Save.
Click Add Filter, if needed, and configure your filters to send a different template for each scenario. Click Save.
Click Set up to add a template. choose the template you prepared and click Save.
Handle replies:
Choose which team to assign to when customer replies with a free form text
Choose an action when customer doesn't reply after a specific period: assign to a team or trigger an API call.
Write replies to correspond to each emoji interaction, and choose whether to assign to a team or trigger an API call or close the conversation. Add a topic for each scenario, if neededز Click Save.
Click Publish to activate the automation.
Step-by-Step Ticket CSAT Automation Configuration
Important: Configuring a Ticket CSAT automation requires having a workitem of type ticket configured.
Ticket CSAT has no trigger at all. There is no URL, no schema capture, no phone mapping, no security settings. The contact and phone come from the ticket's own conversation.
To set up a ticket CSAT automation:
Create a whatsapp flow following the same steps from the first CSAT automation type.
From automations, click New Automation and choose the Collect Ticket CSAT feedback automation and follow the same set up steps, except for the URL configuration, this automation doesn't contain any webhook url set up.