How to enable and customize the satisfaction survey at the end of the service interaction
Ask the customer, from 1 to 5, how the service was as soon as the conversation is closed, using your question and your thank-you message.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
The satisfaction survey is sent automatically when a service interaction is closed, in the same channel as the conversation: on WhatsApp with numbered options, on the website chat with stars, and by email with a link. The ratings appear in the service reports.
Where to find it in Cognizy
Before you start
- Have at least one channel connected (WhatsApp, website chat, or email).
- Only the owner, administrators, and managers can change the survey.
Step by step
- Step 1:
Open Satisfaction survey. Under Sending, turn on the switch Send survey when the service interaction is closed.
- Step 2:
Under Channels, select where the survey will be sent: WhatsApp, Website chat and Email. It will always be sent through the channel where the conversation happened.
- Step 3:
Under Wait after closing (minutes), set how long to wait before asking (0 sends it right away). Under Response deadline (hours), set how long the rating will be accepted.
- Step 4:
Under Messages, write the Question. On WhatsApp, the options from 1 (Very bad) to 5 (Excellent) are automatically added below it.
- Step 5:
Write the Thank-you message, which the customer receives after giving a rating.
- Step 6:
Click Save.
How to know it worked
Starting with the next closed service interaction, the customer will receive the question in the conversation channel. The ratings appear in the service reports and in the conversation.
If something goes wrong
The survey did not reach the customer.
It is sent only when the service interaction is closed, after the wait time, and once per interaction. Check that the conversation channel is selected under Channels.
The customer replied with text instead of a number.
On WhatsApp, the rating counts when the customer replies with a number from 1 to 5. Other replies become a normal message in the conversation.
The rating was not accepted.
The Response deadline has passed. Increase the deadline (up to 72 hours) if customers usually reply later.
Next step
Track the ratings in the service report.
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