ChannelsEmailEmail configuration

CSAT configuration

Overview

You can configure your AI agent to send a CSAT survey email after conversations have ended, so you can gain insight into your customers’ satisfaction with their automated support experience.

After 72 hours of email thread inactivity, your AI Agent will automatically generate a CSAT survey link and send it to your customer, formatted with your email template configurations.

Limitations

CSAT for Email has the following constraints:

  • Survey link expiration: The survey link is valid for seven days after it’s sent, after which the link expires.
  • Response overwrites: Ada saves and reports on the most up-to-date survey inputs. If a customer answers the survey multiple times within the seven-day window, their newest response overwrites any previous ones.
  • Inactivity requirement: Your AI Agent sends CSAT surveys only after 72 hours of email thread inactivity. If a customer replies to an email thread after your AI Agent sends the survey link, your AI Agent will treat the new reply as a new conversation, and will send another CSAT survey 72 hours after the continued conversation becomes inactive.

Use cases

CSAT for Email helps you measure customer satisfaction with email-based support.

  • Measure automated support quality: Collect feedback on how well your AI Agent handled email conversations.
  • Gain customer insights: Understand your customers’ satisfaction with their automated support experience through survey responses.

Capabilities & configuration

CSAT for Email automatically sends survey links via email after conversations end.

  • Automatic survey delivery: Your AI Agent automatically generates and sends CSAT survey links after 72 hours of email thread inactivity.
  • Customizable email templates: You can use the default email template or customize it to match your brand.
  • Flexible survey links: Use Ada’s generated survey links or replace them with links from your own CSAT system.
  • Dashboard visibility: On the Ada dashboard, in the Convos view, you can see:
    • When a CSAT survey was sent for a given conversation
    • When the customer submitted a CSAT response
    • What their CSAT score was

Quick start

Enable CSAT surveys for email in a few steps. For detailed instructions, see Implementation & usage.

1

Go to the Config > AI AGENT > CSAT and customize your email template if needed.

2

Choose whether to use Ada’s survey links or your own external CSAT system.

3

Click Save to enable CSAT surveys for email.

Implementation & usage

Configure CSAT surveys to collect feedback from end users after email conversations.

Customize your CSAT email

You can choose to use our default email template to accompany the CSAT survey link, or edit it to make your own. To set up and customize CSAT surveys for email, see Collect and analyze customer satisfaction data with Satisfaction Surveys.

At the bottom of the page, you’ll find a default email template that will be sent out with the CSAT survey. You can customize the content of the email, the hyperlink name for the survey link, and choose to add your own survey link if you want to use an external CSAT system.

To customize your CSAT email:

  1. If you want to change the link text for the survey, change the text inside the square brackets (e.g., [brief survey]).
  2. Choose the survey email you want to send your customers.
    • If you want to use CSAT survey links that Ada generates for you automatically, leave the ({survey_link}) placeholder.
    • If you want to replace Ada’s survey link with a link from your own CSAT system, edit the content in the brackets with your own link (e.g., ({www.company.com/survey_link})).

      That same link will be sent to every recipient of a CSAT survey.

  3. Click Save. Your AI Agent saves your survey settings and will start sending CSAT surveys to all customers going forward after 72 hours of conversational inactivity.

Test your CSAT configuration

To test your CSAT configuration:

Send a test email to your AI Agent, and don’t reply to its response email. After 72 hours of inactivity, your AI Agent will send a CSAT survey to your email.

Explore additional CSAT and Email configuration options.

Have any questions? Contact your Ada team, or email us at .