CSAT configuration for Voice

Overview

Configure your AI Agent to send a CSAT survey via SMS at the end of Voice conversations. This helps you gain insight into your customers’ satisfaction with their automated support experience.

Limitations

CSAT for Voice has the following constraints:

• Survey link expiration: The SMS survey link is valid for seven days after it’s sent. After that, the link expires.
• Response overwrites: If an end user answers the survey multiple times within the seven-day window, their newest response overwrites any previous ones.
• SMS consent required: Your AI Agent must obtain consent from the end user before sending the SMS survey link.

Use cases

CSAT for Voice helps you measure customer satisfaction with phone-based support.

• Measure automated support quality: Collect feedback on how well your AI Agent handled phone conversations.
• Use external survey tools: Replace the default Ada survey link with your own CSAT system if needed.

Capabilities & configuration

CSAT for Voice sends an SMS survey link at the end of phone conversations.

How CSAT works in Voice

At the end of a call, the AI Agent follows this flow:

1. The AI Agent confirms the conversation is complete with the end user (for example, “Is there anything else I can help you with?”).
2. If the end user responds no or indicates they are done, the AI Agent asks for consent to send an SMS survey link.
   • If the end user agrees, the AI Agent sends a single SMS with a unique survey link, then politely ends the call.
   • If the end user does not agree, the AI Agent politely ends the call without sending an SMS.
3. The SMS survey link message uses your SMS template configurations.

On the Ada dashboard, in the Convos view, you can see:

• When a CSAT survey was sent for a given conversation
• When the end user submitted a CSAT response
• What their CSAT score was

Customize your CSAT SMS

You can use the default SMS template or customize it. To set up and customize CSAT survey for Voice, see Collect and analyze customer satisfaction data with Satisfaction Surveys.

At the bottom of the CSAT configuration page, you’ll find a default SMS template for Voice conversations. You can customize the content or add your own survey link if you want to use an external CSAT system instead of Ada’s native CSAT reporting.

To customize your CSAT SMS:

1. Choose the survey you want to send your end users:

   • To use Ada’s CSAT survey, leave the ({survey_link}) placeholder. Ada populates this with a customized CSAT survey link for each end user.
   • To use your own CSAT system, replace the ({survey_link}) placeholder with your own survey link.
   If you use your own survey link, the same link is sent to every recipient of a CSAT survey.

2. Click Save.

   Your AI Agent saves your survey settings and starts offering to send CSAT surveys to all end users at the end of their conversations.

Your AI Agent always gets the end user’s consent before sending SMS messages. For more information, see SMS consent.

Related features

These features work with CSAT for Voice:

• CSAT: Configure satisfaction surveys and view results.
• SMS consent: Understand consent requirements for sending SMS messages.