Configure CSAT and SLA

Survey timing, channels, and SLA targets by priority.

Written by Godswill

CSAT (Growth and Enterprise)

Configure → CSAT surveys:

  • Enable surveys for Chat widget and/or Email.

  • Set Rating question, optional Comment prompt, and Thank-you message.

  • Control Stop accepting answers after a time window.

Scores appear under Reports → CSAT and on the dashboard.

SLA

Configure → SLA policies define per-priority targets. Conversations linked to tickets show countdowns in the ticket panel.

Train agents to move tickets to Pending when waiting on customers so resolution metrics stay fair.

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