CSAT

CSAT asks the customer to rate the conversation after it's over. It's the cheapest signal you have about whether your support is actually working, and — because Octocom records whether the bot or a person handled each conversation — it lets you compare the two directly.

Settings live under Settings → Help Desk → CSAT, per business.

Two ways a survey happens

By email, automatically. Some time after a conversation is closed, Octocom sends a rating request as a reply inside the original email thread. This is the main path and the one you configure.

In the web chat widget, on demand. When a customer closes the chat and chooses End chat, they're shown a star rating before the window closes. There's no delay and no email involved — if they simply navigate away, no survey happens.

Each is enabled separately for bot conversations and human conversations, so you can survey only what you care about. Four switches in total:

Enable for bot conversations (Email)
Enable for human conversations (Email)
Enable for bot conversations (Web Chat)
Enable for human conversations (Web Chat)

All four are off by default. If you use an external help desk, the human-conversation switches are hidden — those conversations are resolved in the other system, which usually runs its own survey.

Surveying bot conversations is the more interesting of the two. Human CSAT tells you how your team is doing; bot CSAT tells you whether automation is helping or quietly annoying people, which is much harder to find out any other way.

Configuring the email survey

Setting	What it does
Rating style	Whether the email and rating page use emoji faces or stars. The web chat widget always uses stars.
Email text	The body of the request. Supports markdown — links and bold work. A Reset button restores the default wording.
Minimum email delay	How long to wait after closing before sending. 5 minutes to 24 hours; the default is 30 minutes.

The delay is a minimum, not a schedule. Sending is queued and paced, so the real gap may be longer at busy times.

A short delay catches the customer while the interaction is fresh. A longer one avoids surveying someone whose problem isn't actually finished — useful if you close optimistically, which we recommend. Thirty minutes is a reasonable middle.

Conversations are only eligible for 48 hours

A conversation closed more than 48 hours ago is never surveyed. This matters if you set a long delay: with the delay at 24 hours, there's only a 24-hour window left for the survey to go out.

Who gets surveyed

An email survey goes out only when all of these are true:

The conversation is closed, and closed within the last 48 hours.
It's an email conversation.
The relevant switch (bot or human) is on for that business.
The customer has a known email address.
It isn't spam, and isn't a Trustpilot review conversation.
No survey has been sent for it before.

One survey and one rating per conversation, ever. A conversation is marked as surveyed on the first attempt, so if the customer never responds, they aren't chased.

What the customer sees

In the email, your message text followed by five clickable faces or stars, labelled Terrible, Bad, OK, Great and Amazing. It arrives as a reply in the existing thread, so it appears under the original ticket in their mailbox rather than as a new email.

Clicking one opens a hosted rating page with that score already selected, where they can adjust it and add a comment. Then a short thank-you page.

In the web chat widget, a five-star rating appears after they choose to end the chat. One tap submits — there's no comment field and no confirmation step, which is deliberate: the moment you add friction there, response rates collapse.

Follow-up emails

You can have Octocom send an automatic email after a rating comes in, with different wording for each score. Configure one per rating from 1 Star to 5 Stars, each with its own subject and body, each switched on independently.

The obvious use is damage control on low scores — a 1 or 2 star rating triggering an apology and an offer to make it right, immediately, without waiting for someone to notice. The mirror case is also worth doing: a 5-star follow-up asking for a public review is the cheapest review acquisition you have, since you already know they're happy.

Each follow-up has a Hand off when the customer replies switch, on by default:

On — a reply goes straight to your team. Right for apology emails, where a human needs to see the response.
Off — the bot handles the reply thread. Reasonable for a review request, but only if your bot has a workflow covering whatever the email promises.

Follow-ups start a new conversation rather than continuing the old one, tagged outbound and csat-follow-up so you can filter them out of your queues and reporting.

Reading the results

On the conversation — the rating and any comment appear in the Conversation Details section of the sidebar.

In the inbox — the search panel has a Ratings filter, so you can pull up every 1- and 2-star conversation and read them. Do this before looking at any chart; a dozen bad conversations read end to end will tell you more than the average will.

In metrics — a CSAT tab with average score, ratings per day, surveys sent, and response rate. Each chart has an All / Bot / Human toggle, which is where the bot-vs-human comparison lives.

How to read the response rate

"Surveys sent" counts every conversation the system attempted, including ones where sending was skipped because the customer had no email address on file. That deflates the response rate somewhat. Treat the trend as meaningful and the absolute number as approximate.

Getting a useful response rate

Survey bot conversations too. Most teams turn on human CSAT and stop, which means the half of your volume that never reached a person is invisible.
Keep the email short. It competes with everything else in the inbox, and the only thing it has to achieve is one click.
Don't require a comment. Rating is one click; writing is work. You'll get far more scores without it, and the people with something to say will say it anyway.
Read the comments weekly. The score is a tracking number. The comments are where the actual product problems are.