Easily Measure Customer Satisfaction with the CSAT Feature in Maxchat

Maxchat Team -

CSAT (Customer Satisfaction Score) is a short survey designed to measure how satisfied your customers are with the service or actions your team has provided. In Maxchat, this CSAT survey is automatically triggered and sent to customers when the conversation status with your agent changes to "resolved".

The results of this satisfaction survey can later be viewed in the dedicated report section on the Report - Customer Satisfaction page.

How CSAT Works (CSAT Mechanism)

The CSAT mechanism in Maxchat is simple:

  1. When your agent or admin changes the conversation session status to "resolved".
  2. The Maxchat system immediately sends the CSAT message that you have previously configured in the Settings menu, under the Customer Satisfaction sub-menu.
  3. After the message is sent, the system waits for the customer to submit their rating.

There are slight differences depending on your CSAT Automation settings:

  • If CSAT Automation is enabled, the CSAT score will be automatically sent after the specified time using the default rating value.
  • If CSAT Automation is disabled, the CSAT score will only be sent when the customer actually provides a rating.

Enabling or Disabling the CSAT Feature (CSAT Activation)

To use the CSAT feature, you need to activate it. In the Customer Satisfaction sub-menu, you will find a toggle switch to enable or disable CSAT.

  • When the toggle is active (orange), the CSAT feature will send automatically once a conversation status changes to "resolved".
  • When the toggle is inactive (gray), the CSAT feature will not send when a conversation is marked as "resolved".

Configuring the Message Content and Rating Menu Name (CSAT Message & Menu Name)

You can customize both the message content sent to customers (CSAT Message) and the name of the rating menu that appears (Menu Name).

Important: You can only modify the CSAT Message and Menu Name when the CSAT Activation toggle is off (gray). When the toggle is active, these fields will be locked for editing.

  • CSAT Message: This is where you write the content of the message that will be sent to customers.
  • Menu Name: This defines the name of the rating menu or button that customers will see.

Automating Rating Submission (CSAT Automation)

The CSAT Automation feature ensures that you still receive rating data even if customers forget or don’t submit ratings manually.

If you enable this feature (using the toggle switch), two additional fields will appear:

  • Default Rating: The standard rating value that will be automatically sent if the customer doesn’t respond within the given timeframe.
  • Time: The duration you allow customers to submit their ratings before the system automatically applies the default rating.

Previewing Your Settings

Once you’ve finished configuring your CSAT settings (message, menu name, automation, and so on) and clicked Save, you can view a preview of your setup in the Preview section. This helps you confirm that your message and rating layout look exactly as intended.

With Maxchat’s CSAT feature, measuring customer satisfaction becomes structured and fully automated. It’s an excellent tool for gathering feedback and continuously improving your customer service quality.

Good luck implementing it!


If you require further assistance, please contact the Maxchat support team via WhatsApp.

Need other guides?Visit the Maxchat documentation for comprehensive information on features and usage.