CSAT Collection

Customer Satisfaction (CSAT) feedback helps you continuously improve your AI agent's performance based on real customer experiences. The Alhena dashboard allows you to customize and automate CSAT collection after a customer interaction.

Accessing the CSAT Settings

Login to your Alhena Dashboard Go to app.alhena.ai and log into your account.
Navigate to Website Chat Integration From the left sidebar, go to:
- Integrations → Website Setup
- Click the CSAT Feedback tab

Configuring CSAT Feedback

1. CSAT Prompt

Customize the question shown to users when Alhena detects the query is resolved.

Example: "How would you rate the support experience?"

2. Feedback Delay

Specify how long Alhena should wait before prompting for feedback:

Options are 30 seconds, 1 min, 2 mins and 5 mins
Default: 30 seconds

Collecting Additional Feedback

For Positive Ratings (4 or 5 stars):

Heading:

Default: "Thank you for your feedback!"

Multiple Choice Options:

Customize up to 4 options (e.g.,):

Fast replies
Accurate info
Clear explanations
Helpful suggestions
Other (opens a free-text field)

For Negative Ratings (1 to 3 stars):

Heading:

Default: "We're sorry to hear that."

Feedback Reasons:

Customize up to 4 options (e.g.,):

Inaccurate
Too slow
Confusing
Not relevant
Other (free-text)

Real-Time Preview

As you customize the CSAT setup, you'll see a Preview of Website SDK Home Screen on the right. This helps you visualize how the feedback request will appear to customers on your site.

Save Your Changes

Once everything looks good, click the Save Changes button to apply your new CSAT settings.

Analyzing CSAT Performance

Once CSAT collection is enabled and customers begin submitting ratings, you can review the results in the AI Agent CSAT performance tab on the Analytics page.

If CSAT collection isn't enabled yet, this tab shows "You haven't enabled CSAT feedback collection yet" along with an Enable CSAT feedback button that takes you to the CSAT settings.

Filtering the data

Two controls at the top of the tab apply to everything below them:

AI profile — view CSAT for a specific bot profile, or select all profiles to see organization-wide results.
Date range — choose a preset range (default: Last 30 days) or a custom start and end date.

Topics

The left panel lists the topics customers gave feedback on, each with a count of how many ratings it received. Topics generated automatically by the AI are marked with a tag. Two special entries are always available:

All Ratings — every rating across all topics.
Other — ratings that don't fall under a specific topic.

Select any topic to filter the metrics, charts, and feedback tables to that topic.

Metrics

For the selected topic, three metric cards are shown, each with a trend line over the selected period:

Metric

What it measures

Average CSAT score

The percentage of 4- and 5-star ratings submitted during the period.

Average star rating

The average star rating (1 to 5) submitted during the period.

Total ratings

The total number of star ratings (1 to 5) submitted during the period.

Additional feedback

Below the metrics, the Additional feedback from customers section breaks down the multiple-choice options customers selected after rating, split into two charts:

Feedback after rating 4 or 5 star — reasons given for positive ratings.
Feedback after rating 1, 2 or 3 star — reasons given for negative ratings.

The Other feedback table lists individual free-text comments customers left, alongside the star rating they gave. Use the pagination controls to page through all responses for the selected topic.

Best Practices

Keep the prompt friendly and conversational
Use clear, meaningful feedback options
Regularly review CSAT data to identify trends and improve the AI experience

For questions or advanced setup help, contact support.