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Guide

Customer satisfaction (CSAT)

Ask customers how you did the moment a conversation wraps up. It gives you a clear score to track and can invite your happiest customers to leave public reviews.

How customers rate you

When feedback is enabled, Sonny offers the survey after a conversation closes.

In live chat
When a chat conversation is closed, the visitor sees a quick three-face rating right in the widget — Bad, Okay, or Great. If they have already left the page, they receive the survey by email instead.
By email
Email conversations have no widget, so Sonny can email the survey when the conversation closes. The customer selects a rating in the email, then must confirm it on the page that opens. No login is required.

Turn great ratings into reviews

Review links

Add your Google and Trustpilot review links to a channel, and any customer who rates a conversation great is invited to leave a public review. Customers who weren't thrilled don't see the invite — so you gather glowing reviews while hearing about problems privately, where you can fix them.

This is one of the easiest ways to grow your review count: you ask right after a positive support experience, when goodwill is highest.

Setting it up

CSAT is set per channel, so you can switch it on where it makes sense. You'll need to be an owner or admin.

  1. 01

    Open your channel settings

    Open Channels, choose a channel, then select General. Find the Customer satisfaction card.

  2. 02

    Turn on feedback

    Turn on Ask for feedback when a conversation is closed. This is on by default for new channels.

  3. 03

    Add email surveys for email conversations

    If this channel handles email, turn on Email a survey for email conversations. Email surveys are off by default.

  4. 04

    Add your review links (optional)

    Under Review links, paste a Google or Trustpilot URL. After a Great rating, Sonny offers the matching review link.

Where you'll see the results

On the conversation
Once a customer rates a conversation, the score shows in the conversation sidebar next to the rest of their details.
In reporting
The reporting dashboard has a Customer satisfaction section: your average score out of 3.0, how many ratings you collected, your response rate, and every rated conversation. Filter by rating or select Export CSV to download them. Each agent's CSAT also appears under By agent.

Good to know

  • Customers can rate a conversation for up to 7 days after it closes, and each conversation can be rated once.
  • Scores run from 1 (unhappy) to 3 (great), so an average of 3.0 means everyone rated you great.
  • CSAT is set per channel, so you can ask for feedback only where it fits — for example on support, but not on a sales channel.

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