Guide
Customer Satisfaction (CSAT)
Ask customers how you did the moment a conversation wraps up. It takes them one tap, gives you a clear score to track, and quietly turns your happiest customers into public reviews.
How customers rate you
The survey appears automatically when you close a conversation — you don't have to send anything.
In live chat
When a chat conversation is closed, the visitor sees a quick three-face rating right in the widget — unhappy, okay, or great. If they've already left the page, they get a one-tap survey by email instead.
By email
Email conversations have no widget, so Sonny can send a one-tap survey by email when the conversation closes. The customer just taps a face — no login, no form.
Turn great ratings into reviews
Add your Google and Trustpilot review links to a channel, and any customer who rates a conversation greatis 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, and it takes the customer a single click.
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.
Open your channel settings
Click "Channels" in the sidebar, pick the channel you want, and open its "General" tab. You'll find the "Customer satisfaction" card there.
Turn on feedback
Switch on "Ask for feedback when a conversation is closed". This is on by default for new channels, so you may already be collecting ratings.
Add email surveys for email conversations
If this channel handles email, turn on "Email a survey for email conversations" so email customers get a one-tap survey too.
Add your review links (optional)
Paste your Google and/or Trustpilot review links. When a customer rates you "great", Sonny invites them to leave a public review there.
Where you'll see the results
On the conversation
Once a customer rates a conversation, the score (and any comment they left) 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 (filterable by rating). Each agent's CSAT also appears in the team performance table.
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.