> ## Documentation Index
> Fetch the complete documentation index at: https://hilos-40.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# C-SAT

Customer Satisfaction (C-SAT) surveys are a powerful way to gather feedback from your customers and improve your service. Hilos allows you to automate the sending of C-SAT surveys at the end of a conversation. This guide will explain how to set up C-SAT surveys, configure the necessary settings, and interpret the results.

## Setting Up C-SAT Surveys

### Step-by-Step Guide

<Steps>
  <Step title="Navigate to Inbox Settings">
    * Go to [Inbox Settings](https://app.hilos.io/config/account/inbox) in your Hilos account.
      ![Inbox Setting](https://hilos-media.s3.us-east-2.amazonaws.com/mintlify/guides/hilos-for-support/1.+c-sat.png)
  </Step>

  <Step title="Activate C-SAT Surveys">
    * Turn on the switch titled **Automatically send customer satisfaction question after conversation?**
      ![Activate C-Sat](https://hilos-media.s3.us-east-2.amazonaws.com/mintlify/guides/hilos-for-support/activate-c-sat.png)
  </Step>
</Steps>

### Configuring C-SAT Survey Settings

<Steps>
  <Step title="Select the WhatsApp Channel">
    * If you have more than one WhatsApp channel, choose the channel you wish to use for sending the survey.
  </Step>

  <Step title="Customize the Message Body">
    * Enter the message body for the survey. This is the message that will be sent to customers asking for their feedback. For example:

    Help us improve! How would you describe the attention you've received today?
  </Step>

  <Step title="Set the Options List">
    * Enter a custom text to open the options list. For example:

    See options 👇
  </Step>

  <Step title="Add Answer Options">
    * Add up to 10 different options for customers to choose from. Each option will automatically be assigned a percentage based on the number of options, reflected with a score of 0.1 to 1 in the final report.
      ![Example Message](https://hilos-media.s3.us-east-2.amazonaws.com/mintlify/guides/hilos-for-support/example+message+.png)
  </Step>

  <Step title="Configure Answer Validation Message">
    * Enter a message that will be sent if the user doesn't select any of the provided options. For example:

    Unfortunately, we didn’t recognize that answer, please answer with one of the provided options.
  </Step>

  <Step title="Set Maximum Number of Answer Attempts (Optional)">
    * If desired, set a maximum number of answer attempts before automatically closing the C-SAT survey.
  </Step>

  <Step title="Close Conversation After Specified Hours">
    * Set the number of hours after which the C-SAT survey flow will automatically close if there is no response. For example:
      24
      ![Example Close Conversation](https://hilos-media.s3.us-east-2.amazonaws.com/mintlify/guides/hilos-for-support/close+conversation+.png)
  </Step>
</Steps>

<Warning>
  **Conversation Status:** The conversation closing logic in the inbox will change. Instead of "Move to Closed," your team will see "Move to Resolved." The resolved status is the C-SAT survey, which can be manually canceled by pressing the X. Once the C-SAT survey is finished, the status will be set to Closed.
</Warning>

### Example Configuration

![Example Configuration](https://hilos-media.s3.us-east-2.amazonaws.com/mintlify/guides/hilos-for-support/c-sat2.png)

### Finalizing the Setup

<Steps>
  <Step title="Save the Settings">
    * Once you have configured all the settings, click on the "Save" button to apply the changes.
  </Step>
</Steps>

## Interpreting C-SAT Results

### Viewing C-SAT Scores

* **Reports Module:** After setting up C-SAT surveys, you can view the conversation's C-SAT score in the Reports module inside Hilos.

![example results c-sat](https://hilos-media.s3.us-east-2.amazonaws.com/mintlify/guides/hilos-for-support/results.png)

## Pros and Cons of Using C-SAT

### Pros

* **Easy to Set Up:** Configuring C-SAT surveys is straightforward and can be done quickly.
* **Customizable Message:** You can customize the message sent to customers, making it more relevant to your service.

### Cons

* **Global Setting:** Currently, C-SAT surveys can only be set globally for all WhatsApp accounts (though only sent by the individual number of your choosing). They cannot be set per individual account.

## Conclusion

Setting up C-SAT surveys in Hilos is a simple process that can provide valuable feedback from your customers. By configuring the necessary settings, you can ensure a seamless and efficient customer satisfaction survey process. Start setting up your C-SAT surveys today and take your customer service to the next level!