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This feature invites callers to submit their customer satisfaction
rating, or CSAT score, following the conclusion of their IVR call to
collect valuable feedback. The CSAT rating used is a fixed 1-5 scale and
the results of the survey will be stored in your CRM. Admins can choose
if the caller is alerted of the survey before connecting to an agent, or
if the CSAT survey isn't announced until the end of the call. Because
the survey is automated, enabling this feature requires no additional
agent training. If you are using the Web or Mobile SDKs, see: Mobile
and Web Customer Satisfaction Ratings
(CSAT)
Details
CSAT is offered for inbound calls only.
The feature can be enabled and disabled globally or per-queue.
Pre-call and Post-call message options offer the ability to
configure whether the CSAT survey announcement occurs prior to
connecting with an agent or after the support session is complete.
Callers will have the opportunity to submit a score 3 times. If they
fail to enter a valid option 3 times, the call will end with no CSAT
score recorded.
Configuration
The following sections provide details on how to configure the CSAT feature.
Enable CSAT surveys globally
In the CCAI Platform portal, go to Settings > Operation Management.
Navigate to the Customer Satisfaction Ratings section.
Enable by toggling the switch to ON.
Options to enable:
Enable Customer Satisfaction Rating to post in CRM ticket
(mandatory).
When enabled, the 1-5 rating will be posted as a comment in the
CRM record.
When disabled, the rating won't be stored with CCAI Platform
or in the CRM - making the setting mandatory.
Enable Customer Satisfaction qualitative feedback (does not
apply).
Click Set CSAT to save.
Go to Settings > Call.
In the CallerAnnouncements section, toggle Enable CSAT After
Calls for All IVR Queues to ON.
Mark the checkbox next to Enable CSAT Notification Announcement Prior to
Connecting to an Agent to play a message letting the caller know that the
CSAT survey will be offered to them after the call. This message is
recommended for higher response rates since callers might terminate the call
before the survey plays if not alerted before-hand. Message can be
customized, see Uploading custom
messages.
Click Set Caller Announcements to save.
Enable CSAT surveys per-queue
Go to Settings > Queue > IVR Edit/View.
Select a queue - the queue must not contain child queues.
In the queue settings section on the right, toggle Enable CSAT
Survey After Call to On.
The setting is automatically saved.
Customizing messages
Messages to customize:
Pre-Call Notification of CSAT Survey: Occurs prior to connecting
with an agent and notifies the caller that there will be a CSAT survey
once the call with the agent is finished
Post-Call Notification for CSAT Rating: Occurs once the agent ends
the call to instruct the caller to enter a 1 through 5 for their overall
satisfaction rating
From the Admin Portal, go to Settings > Languages &
Messages.
Select the language you would like to configure if you are using
multiple languages.
Scroll to Pre-Call Notification of CSAT Rating and enter the
Text-to-speech message, or upload a recording.
Proposed message: Please stay on the line after the call to take a
brief survey.
Scroll to Post-Call Notification of CSAT Rating and enter the
Text-to-speech message, or upload a recording.
-Proposed message: "Using the dial pad, rate your satisfaction on a
scale of 1 to 5 with 5 being the best rating."
Click Apply to save.
Viewing scores in the CRM record
Be sure to Enable Customer Satisfaction Rating to post in CRM ticket in
Operation Management (as shown in Enable CSAT surveys globally) in order for
CSAT scores to save to the CRM record. CCAI Platform does not store
your CSAT ratings and ratings collected from IVR calls won't be available in
CCAI Platform reports.
In Zendesk: CSAT rating is posted as a private comment formatted as
"Customer rating feedback received - [score]" and can be mapped to a
custom field.
In Salesforce: CSAT rating is posted as a comment within a task
associated with the Case or CCAI Platform Session object.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThis feature allows callers to submit a customer satisfaction (CSAT) rating on a 1-5 scale after an IVR call, and the results are stored in your CRM.\u003c/p\u003e\n"],["\u003cp\u003eAdministrators can choose whether to announce the CSAT survey before the caller connects with an agent or after the call concludes.\u003c/p\u003e\n"],["\u003cp\u003eCSAT surveys can be enabled globally for all IVR queues or individually for specific queues, and only apply to inbound calls.\u003c/p\u003e\n"],["\u003cp\u003eThere are pre-call and post-call message options that are customizable, and a caller can attempt to enter a valid CSAT score up to three times.\u003c/p\u003e\n"],["\u003cp\u003eTo save the CSAT scores to the CRM, you must enable the "Enable Customer Satisfaction Rating to post in CRM ticket" option, as CCAI Platform does not store these ratings.\u003c/p\u003e\n"]]],[],null,["# CSAT Survey for IVR Calls\n\nThis feature invites callers to submit their customer satisfaction\nrating, or CSAT score, following the conclusion of their IVR call to\ncollect valuable feedback. The CSAT rating used is a fixed 1-5 scale and\nthe results of the survey will be stored in your CRM. Admins can choose\nif the caller is alerted of the survey before connecting to an agent, or\nif the CSAT survey isn't announced until the end of the call. Because\nthe survey is automated, enabling this feature requires no additional\nagent training. If you are using the Web or Mobile SDKs, see: [Mobile\nand Web Customer Satisfaction Ratings\n(CSAT)](./csat-mobile-web)\n\nDetails\n-------\n\n- CSAT is offered for inbound calls only.\n\n- The feature can be enabled and disabled globally or per-queue.\n\n- Pre-call and Post-call message options offer the ability to\n configure whether the CSAT survey announcement occurs prior to\n connecting with an agent or after the support session is complete.\n\n- Callers will have the opportunity to submit a score 3 times. If they\n fail to enter a valid option 3 times, the call will end with no CSAT\n score recorded.\n\nConfiguration\n-------------\n\nThe following sections provide details on how to configure the CSAT feature.\n\n### Enable CSAT surveys globally\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Operation Management**.\n\n2. Navigate to the **Customer Satisfaction Ratings** section.\n\n3. Enable by toggling the switch to **ON**.\n\n4. Options to enable:\n\n 1. **Enable Customer Satisfaction Rating to post in CRM ticket**\n (mandatory).\n\n When enabled, the 1-5 rating will be posted as a comment in the\n CRM record.\n\n When disabled, the rating won't be stored with CCAI Platform\n or in the CRM - making the setting mandatory.\n 2. **Enable Customer Satisfaction qualitative feedback** (does not\n apply).\n\n5. Click **Set CSAT** to save.\n\n6. Go to **Settings** \\\u003e **Call**.\n\n7. In the **CallerAnnouncements** section, toggle **Enable CSAT After\n Calls for All IVR Queues** to **ON**.\n\n8. Mark the checkbox next to **Enable CSAT Notification Announcement Prior to\n Connecting to an Agent** to play a message letting the caller know that the\n CSAT survey will be offered to them after the call. This message is\n recommended for higher response rates since callers might terminate the call\n before the survey plays if not alerted before-hand. Message can be\n customized, see [Uploading custom\n messages](/contact-center/ccai-platform/docs/customizing_languages_recordings_messages).\n\n9. Click **Set Caller Announcements** to save.\n\n### Enable CSAT surveys per-queue\n\n1. Go to **Settings** \\\u003e **Queue** \\\u003e IVR **Edit/View**.\n\n2. Select a queue - the queue must not contain child queues.\n\n3. In the queue settings section on the right, toggle **Enable CSAT\n Survey After Call** to **On**.\n\n4. The setting is automatically saved.\n\n### Customizing messages\n\nMessages to customize:\n\n**Pre-Call Notification of CSAT Survey**: Occurs prior to connecting\nwith an agent and notifies the caller that there will be a CSAT survey\nonce the call with the agent is finished\n\n**Post-Call Notification for CSAT Rating**: Occurs once the agent ends\nthe call to instruct the caller to enter a 1 through 5 for their overall\nsatisfaction rating\n\n#### Order of messages\n\nIf [Estimated Wait Time\nAnnouncement](./Call_Settings_and_Features/index.md#UUID-2e4f63ce-ef81-4e9c-7210-598f50437994)\nis enabled, the order of announcements to a caller will be:\n\n1. Estimated Wait Time\n\n2. Connecting Message\n\n3. Recording a Call Message\n\n4. Pre-Call Notification of CSAT Rating\n\n5. *Call takes place*\n\n6. Post-Call Notification of CSAT Rating\n\n#### Uploading custom messages\n\n1. From the Admin Portal, go to **Settings** \\\u003e **Languages \\&\n Messages**.\n\n2. Select the language you would like to configure if you are using\n multiple languages.\n\n3. Scroll to **Pre-Call Notification of CSAT Rating** and enter the\n Text-to-speech message, or upload a recording.\n\n - Proposed message: **Please stay on the line after the call to take a\n brief survey**.\n4. Scroll to **Post-Call Notification of CSAT Rating** and enter the\n Text-to-speech message, or upload a recording.\n\n -Proposed message: \"Using the dial pad, rate your satisfaction on a\n scale of 1 to 5 with 5 being the best rating.\"\n5. Click **Apply** to save.\n\nViewing scores in the CRM record\n--------------------------------\n\nBe sure to **Enable Customer Satisfaction Rating** to post in CRM ticket in\nOperation Management (as shown in Enable CSAT surveys globally) in order for\nCSAT scores to save to the CRM record. CCAI Platform does not store\nyour CSAT ratings and ratings collected from IVR calls won't be available in\nCCAI Platform reports.\n\nIn Zendesk: CSAT rating is posted as a private comment formatted as\n\"Customer rating feedback received - \\[score\\]\" and can be mapped to a\ncustom field.\n\nIn Salesforce: CSAT rating is posted as a comment within a task\nassociated with the Case or CCAI Platform Session object."]]
