Hello,
We recently migrated from Classic Chat (Web Widget) to Messaging and identified a significant limitation regarding CSAT.
In Classic Chat, agents had the ability to manually trigger the CSAT survey during the conversation, allowing us to request feedback at the most appropriate moment (beginning, middle, or end of the interaction).
With Messaging, this capability is no longer available. CSAT surveys are now only sent automatically when the ticket is marked as Solved, with no option for manual control.
🎯 Why this matters
The timing of a CSAT request is critical.
Being able to ask for feedback at the right moment:
- increases response rates
- improves positive ratings
- allows agents to act based on the conversation context
Removing this flexibility has a direct impact on how we manage customer experience and performance metrics.
⚠️ Current limitation
- No ability to manually trigger CSAT in Messaging
- No equivalent feature compared to Classic Chat
- No supported workaround
💡 Feature request
We would like to request:
👉 The ability for agents to manually trigger CSAT during Messaging conversations
(e.g. via a button or action within the agent workspace)
This would restore flexibility and allow teams to better manage customer feedback.
📊 Business impact
For support teams using chat as a primary channel, this is not a minor feature — it is essential for:
- CSAT performance
- quality monitoring
- customer experience optimization
🙌 Call to action
If this feature is important for your team, please upvote 👍
