Customer Satisfaction (CSAT)

The Customer Satisfaction (CSAT) feature enables users to rate their experience after interacting with an agent. When CSAT is activated, a CSAT question message is sent to the user once the chat session has ended. Users can then provide feedback by selecting a satisfaction score and optionally leaving a comment. The feedback gathered from CSAT responses helps enhance the quality of customer support services.

Prerequisites

Sendbird Chat SDK integration with Salesforce Service Cloud. See guide.

Step 1. Update UI for CSAT

Start by updating the end user's UI to display the CSAT question message and allow users to submit their feedback. The CSAT question message is sent as an admin message with a custom type of SALESFORCE_SUPPORT_CHAT_CUSTOMER_SATISFACTION. The user can respond with a score and an optional comment.

CSAT message types

The CSAT functionality uses specific custom message types:

CSAT Question: Sent as an admin message with custom type SALESFORCE_SUPPORT_CHAT_CUSTOMER_SATISFACTION.
CSAT Response: Sent with custom type SALESFORCE_SUPPORT_CHAT_CUSTOMER_SATISFACTION_RESPONSE.

The UI should be customized to display CSAT questions differently from standard admin messages, including options for scoring and comments.

Implementation details

When submitting feedback, include the following data as a JSON string:

Properties

Required	Description
question_message_id	ID of the original CSAT question message.
csat_score	User's satisfaction score, typically a numeric value representing the rating given by the user.

Optional	Description
csat_comment	User's feedback comment, providing additional context to the score.

Code examples

To implement this, you can use either the MessageCollectionHandler or the GroupChannelHandler to listen for incoming messages in a group channel.

Option 1. Using collection

TypeScript

collection.setMessageCollectionHandler({
  onMessagesAdded: (context: MessageEventContext, channel: GroupChannel, messages: BaseMessage[]) => {
    if (channel.customType === 'SALESFORCE_SUPPORT_CHAT_CHANNEL') {
      const csatMessage = messages[0];
      if (csatMessage instanceOf AdminMessage) {
        if (csatMessage.customType === 'SALESFORCE_SUPPORT_CHAT_CUSTOMER_SATISFACTION') {
          // Draw CSAT Screen
          drawCsat(channel, csatMessage);
        }
      }
    }  
  },
  // ...
});

Option 2. Using GroupChannelHandler

TypeScript

channel.addGroupChannelHandler('HANDLER_KEY', new GroupChannelHandler({
  onMessageReceived: (channel: GroupChannel, message: BaseMessage) => {
    if (channel.customType === 'SALESFORCE_SUPPORT_CHAT_CHANNEL') {
      if (message instanceOf AdminMessage) {
        if (csatMessage.customType === 'SALESFORCE_SUPPORT_CHAT_CUSTOMER_SATISFACTION') {
          // Draw CSAT Screen
          drawCsat(channel, message);
        }
      }
    }
  }
}));

drawCsat(channel: GroupChannel, csatMessage: AdminMessage): void {
  const satisfactionMessageData = JSON.parse(csatMessage.message);
  // code for display csat screen
  // use satisfactionMessageData.body
  // when rating completed.
  const csatResponse = {
    question_message_id: csatMessage.messageId,
    csat_score: score,
    csat_comment: comment,
  };
  channel.sendUserMessage({
    customType: 'SALESFORCE_SUPPORT_CHAT_CUSTOMER_SATISFACTION_RESPONSE',
    message: JSON.stringfy(csatResponse),
  });
}

CSAT response format

When a CSAT question message includes a rating, the data field contains:

JSON

{
  "data": "{
    \"csat_comment\": \"good\",
    \"csat_score\": \"4\",
    \"csat_rated_message\": \"Thanks for your feedback!\",
    \"csat_question_message\": \"How was your conversation?\"
  }"
}

Step 2. Enable CSAT

To enable CSAT, update the CSAT related settings in the Sendbird Support Chat Configuration page within your Salesforce organization.

Step 3. Updating CSAT feedback in Salesforce case

To add CSAT feedback data to a Case, use the Sendbird Chat Platform API. This allows you to log customer CSAT feedback and retrieve CSAT records updated over a specific period. For more information, refer to the Sendbird Chat Platform API documentation here.

HTTP request

GET https://api-{{app_id}}.sendbird.com/v3/salesforce_channel_csat_logs/

Parameters

The following table lists the parameters that this action supports.

Properties

Required	Type	Description
start_dt	string	Specifies the start date and time for the range of CSAT logs to retrieve. The date string should be in the format `%Y-%m-%dT%H:%M:%SZ`.
end_dt	string	Specifies the end date and time for the range of CSAT logs to retrieve. The date string should be in the format `%Y-%m-%dT%H:%M:%SZ`.

Optional	Type	Description
token	string	Specifies a page token that indicates the starting index of results to retrieve. If not specified, the index is set to `0`.
limit	int	Specifies the number of bots to return per page. Acceptable values are `1` to `100`, inclusive. (Default: `10`)

Response

If successful, an example response is as follows:

Status: 200 OK

{
    "salesforce_channel_csat_logs": [
        {
            "channel_url": "sendbird_group_channel_12345",
            "last_agent_user_id": null,
            "question_message_id": 249528566,
            "response_message_id": 249528762,
            "csat_question_message": "How was your conversation?",
            "csat_score": 4.0,
            "csat_comment": "great",
            "responded_ts": 1730878375630,
            "created_at": "2024-11-06T07:32:56Z",
            "updated_at": "2024-11-06T07:32:56Z"
        }
    ],
    "next": "YB0RRFZTS1JAEEZdXF1afx"
}

On this page

Prerequisites Step 1. Update UI for CSAT

CSAT message types Implementation details Code examples CSAT response format

Step 2. Enable CSAT Step 3. Updating CSAT feedback in Salesforce case