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.

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Accessing the CSAT Settings

1. Login to your Alhena Dashboard Go to app.alhena.ai and log into your account.

2. Navigate to Website Chat Integration From the left sidebar, go to:

   • Integrations → Website Setup

   • Click the CSAT Feedback tab

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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

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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)

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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.

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Save Your Changes

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

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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

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For questions or advanced setup help, contact support.

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See also

• Agent Performance - Track conversation volume, AI vs. human handled interactions, and credit usage

• Trending Topics - Analyze conversation patterns by topic to understand what customers are asking about

• Revenue Impact - Measure the revenue contribution of your AI agent with cart and GMV analytics