Setting up BSAT

This usually happens when the BSAT feature or the specific use case isn’t enabled in your org/tenant. First, double-check that you have the right admin permissions and that the survey/feedback module is actually provisioned. In many setups, Collect BSAT reply won’t show until the survey template or post-call IVR flow is enabled first. If it’s already enabled, try looking for a generic “Customer Satisfaction / Post-call survey” option instead of the BSAT label, it’s often renamed depending on the configuration.

Hi Mandy,

This typically happens when the BSAT (post-call survey) use case is not enabled for your Talk/Satisfaction configuration or the account doesn’t meet the required setup conditions, rather than being a user error.

Common reasons you can’t select “Collect BSAT reply”:

• Post-call surveys (BSAT) are not enabled in your Zendesk Talk settings
• You may not have the required admin permissions
• The feature is available only for specific Talk plans/configurations
• The call flow is not configured to support after-call survey routing

How to set it up correctly:

1. Go to Admin Center → Channels → Talk
2. Check if Satisfaction / Post-call survey (BSAT) is enabled
3. Ensure your call flow includes a post-call survey step
4. Then go to your Call Routing / IVR or Talk settings and attach the survey

If the option is still missing:

• Confirm your Talk plan includes post-call survey (BSAT) functionality
• Verify you have admin-level access
• Try testing in a newly created call flow (sometimes existing flows don’t expose new options)

Key point:

The “Collect BSAT reply” option only appears when the system detects a valid Talk-enabled survey workflow, not just a generic form setup.

If needed, share your Talk configuration type and I can help pinpoint what’s missing.