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CSAT surveys on WhatsApp

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harishmita

harishmita

Last updated on Oct 20, 2026

Ask customers to rate your support when a conversation is resolved, even after the 24-hour window has closed.
Chatwoot creates the WhatsApp template for you, submits it to Meta and sends it once it is approved.

Plan & access

  • Every plan that includes WhatsApp (Startups and above, and the free trial). Works with WhatsApp Cloud API and Twilio inboxes. See Pricing & Plans.

  • Administrators set it up.

Set it up

  1. Go to Settings › Inboxes, open your WhatsApp inbox and go to the CSAT tab.

  2. Turn on Enable CSAT.

  3. Fill in the Message, the Button text and the Language. The preview shows how it will look in WhatsApp.

  4. Save. Chatwoot creates the template and sends it to Meta for review.

  5. Wait for the status to show Approved by WhatsApp.

Optional: if your account has Captain, click Check utility fit to see whether Meta is likely to treat your message as Utility, with a suggested rewrite. It is guidance, not a guarantee. Without Captain, the button does not appear.

Optional: choose which conversations get a survey using label rules. In the same CSAT tab, under Survey rule, choose contains or does not contain and select one or more labels. With contains, the survey is sent only if the conversation has at least one of those labels. With does not contain, it is sent only if the conversation has none of them. See How to enable CSAT surveys?.

Test it: resolve a test conversation with your own number. You should receive the survey with a button that opens the rating page.

Template statuses

Status Meaning
Pending WhatsApp approval Meta is reviewing the template
Approved by WhatsApp Surveys are sent automatically when conversations are resolved
Meta rejected the template Meta declined it. Change the message and save to resubmit.

What to expect

  • One survey per conversation.

  • Until the template is approved, the survey goes out as a regular message only while the 24-hour window is open. If the window has closed, no survey is sent, and the conversation shows CSAT survey not sent due to outgoing message restrictions.

  • Chatwoot does not edit the existing template. When you change the message, button text or language, Chatwoot asks you to confirm (Create new template), deletes the current template and submits a new one for approval. Until Meta approves it, surveys follow the rule above. If saving fails, save again, because the previous template may already be deleted.

Good practice

  • Keep the message short and friendly, with clear button text such as "Rate now".

  • Use label rules so only meaningful conversations get a survey.

  • Change the template rarely. Each change pauses template surveys until Meta approves the new one.

See ratings in How to read CSAT Reports?.