How to Enable CSAT Feedback on WhatsApp Chatbot in Geta.ai

Collecting customer satisfaction (CSAT) ratings helps you measure how happy your customers are after each chat.
Wabo.ai lets you automatically send a 5-star rating message on WhatsApp whenever a conversation is closed — either by the system, the agent, or due to inactivity.

Follow these simple steps to enable or edit the CSAT feedback settings for your WhatsApp chatbot.

Step 1: Log In to Geta.ai

• Go to Geta.ai and log in using your admin credentials.

• You will land on your main dashboard.

Step 2: Go to the Chatbot Module

• From the left-hand sidebar menu, click on Chatbot.

• This section lists all your WhatsApp bots.

Step 3: Select Your Chatbot

• Click on the chatbot for which you want to enable CSAT feedback.

• This will open the chatbot configuration page.

Step 4: Open the Settings Tab

• Inside your chatbot settings, navigate to the Configure tab.

• Under configuration options, click on Conversations.

Step 5: Enable or Disable Feedback

• To activate CSAT, toggle the Enable/Disable Feedback switch to the ON position.

• To pause CSAT collection, toggle it OFF anytime.

Step 6: Enter Your Feedback Message

• In the Enter Feedback Message field, type your preferred message. Example:

  “Please give us your feedback!”

•      Keep it short and friendly to encourage customers to respond.
  
  

Step 7: Save Your Settings

• Click on the Save button to apply the changes.

•  Once saved, your CSAT feedback message will automatically be sent whenever a chat is marked as closed.

Step 8: Switch the Toggle ON to Enable Feedback

• After saving, look for the Enable/Disable Feedback toggle switch.

• Turn the toggle ON to activate CSAT collection for your WhatsApp bot.

• If you wish to stop collecting feedback later, simply switch the toggle OFF.

When Is the CSAT Message Sent?

The feedback message will be automatically triggered in the following cases:

1️⃣ 24-Hour Timeout (Meta Policy) – When a customer doesn’t reply for 24 hours, WhatsApp automatically closes the chat, and the feedback message is sent.

2️⃣ Agent Closes Chat – When an agent manually closes a chat from the Inbox Module, the CSAT message is immediately sent.

3️⃣ Inactivity Timeout (Custom Setting) – When a customer doesn’t respond for a set time defined in
Settings → Chat Settings → Inactivity Timeouts, the chat is closed and the CSAT message is triggered.

---

Example of CSAT Rating Scale