A score after every conversation, on the right ticket
The invite goes out on the channel the customer used, the page opens in their browser, and the score lands with the ticket, the agent and the conversation it was about. Trends by agent, channel and team follow on their own.
One tap on the phone ✦ Tied to ticket, chat or call ✦ Trended by agent
Dev Sharma · 18:12Dev Sharma · CSAT this month
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
The average is interesting. The breakdown is useful.
Because each invite names the interaction, every score rolls up to the agent who handled it, the channel it came in on and the team that owns it. The Overview tab draws the trend, the distribution and the breakdowns; the Responses list filters by agent and channel; the CSV has one column per question.
- Trigger events. Ticket closed, chat resolved, call ended, or any event you name.
- Your metadata. A property id or a booking reference travels with the response.
- Ask AI. "Which agent had the lowest CSAT last week?" answered from the same data.
Average by agent
Built for the score that follows a resolution
Send it where they wrote to you
WhatsApp, email or SMS, from the ticket, the chat, the call or your own system through the API. The page is the same everywhere.
Land it on the interaction
The score sits on the ticket, credits the agent and shows in the conversation's record, not in a separate survey tool.
Respect the customer
Two invites per customer per week by default, single-use links that expire, and a branch that only asks "what went wrong?" when the score says so.
A 2 asks why. A 5 says thanks.
One branch on the score question routes the unhappy to a follow-up and everyone else straight to the ending. The what-went-wrong answers are in the response, in the export and in the webhook, so a low score can open a ticket or alert a lead the moment it lands.
- Different endings for different branches, with their own message or redirect.
- Webhook. survey.response_submitted carries answers, consent and metadata.
- Versioned. Rewrite the question and old responses keep the wording they answered.
Responses
Ready to score every resolution?
Publish the CSAT template and send the first invite from a ticket you closed today.
Questions, answered
When you or your systems mint an invite for an interaction: a resolved ticket, a resolved chat or a finished call. The invite carries the interaction id, channel, agent, team and trigger event, so the score lands on the right ticket and the right person.
No. The invite is a link sent on WhatsApp, email, SMS or from your own system. It opens a hosted page under your brand with one question per step, large touch targets and a progress bar.
On the scale you choose, with a form-level label set such as 1 for very poor and 5 for excellent. The Overview tab shows the average, the distribution and the breakdown by agent, channel and team, and Ask AI answers questions like average CSAT by agent this month.
Yes, in two ways. Inside the survey, a branch on the score routes low scores to a what-went-wrong question. Outside it, the survey.response_submitted webhook pushes every response to your systems the moment it lands, so you can open a ticket or alert a lead.