CSAT configuration for Voice

You can configure your AI agent to send a CSAT survey SMS at the end of a conversation, so you can gain insight into your customers’ satisfaction with their automated support experience.

How CSAT works in Voice

• At the end of the call, the AI Agent confirms the conversation is complete with the end user. (ex. Is there anything else I can help you with?)
• If the end user responds no or indicates they are done, the AI Agent obtains consent from the end user to send them an SMS survey link. — If the end user agrees, the AI Agent sends a single SMS with a unique survey link then ends the call. — If the end user does not agree, then the AI Agent ends the call without sending an SMS.
• The SMS survey link message is formatted with your SMS template configurations.
• The survey link is valid for seven days after it’s sent, after which the link expires.
  • Ada saves and reports on the most up-to-date survey inputs. If a customer and answers the survey multiple times within the seven-day window, their newest response overwrite any previous ones.
• On the Ada dashboard, in the Conversations view, you’ll be able to see:
  • When a CSAT survey was sent for a given conversation
  • When the customer submitted a CSAT response
  • What their CSAT score was

Customize your CSAT SMS

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

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

1. Choose the survey you want to send your customers.
   • If you want to use Ada’s CSAT survey, leave the ({survey_link}) placeholder. This will be populated by Ada with a customized CSAT survey link for each end user.
   • If you want to replace Ada’s survey link with a link from your own CSAT system, replace the ({survey_link}) placeholder with your own survey link.
     That same link will be sent to every recipient of a CSAT survey.

2. Click Save. Your AI Agent saves your survey settings and will start offering to send CSAT surveys to all end users at the end of their conversations.