Customer satisfaction surveys

HappyToHelp can ask a customer to rate a resolved conversation by email. Each invitation is tied to that conversation's current resolution and can be answered without opening the chat widget. An eligible signed-in customer can also open the available survey from their solved request in the customer portal. The portal uses the same signed link as email, with the same single-use, expiry, opt-out and resolution-cycle rules; it does not create a second invitation. Surveys in other messaging channels are not available yet.

Set up email surveys

Open Reports → Satisfaction surveys and expand Survey settings. Turn on Send email surveys after resolution, then choose a Rating scale (Thumbs up / down or 1–5 rating), Send delay (minutes), Link lifetime (days) and Survey language. Choose Save survey settings to apply the changes. Each signed link is single-use and expires after the chosen lifetime. After a customer submits a response, Change your feedback opens a fresh single-use link; the original link can no longer be used. Changes apply to new resolution cycles. Turning surveys off cancels invitations that have not yet been sent.

Customers can opt out from a survey email or turn off Receive support surveys in the portal’s Preferences. Portal opt-out cancels pending invitations, invalidates available survey links and stops future invitations for that customer in the workspace. Turning surveys back on applies to future support experiences; it does not restore old links. The separate preference for reply notification emails does not control survey invitations. If a conversation is reopened, its old invitation link is no longer valid. Any earlier response remains in the history for that resolution cycle; a later resolution has its own survey and history.

Only an eligible customer with a verified address receives a survey. Imported conversations, conversations without a proven human customer message and machine-generated email are not surveyed. HappyToHelp does not automatically retry an invitation whose delivery is uncertain. In local development, email is suppressed.

Read and follow up on responses

The results show Rated cycles, Positive, Low scores, Invitations and Opted out. Use Show low scores only to find responses that may need follow-up, or export Survey results CSV. Each response can include a reason (Speed, Clarity, Outcome or Other) and an optional comment. A survey response does not close a complaint or change a conversation's status. The report includes previous and reopened resolution cycles; unanswered invitations are excluded from the satisfaction rate. Use Revoke survey link to invalidate an invitation, and Load more results to continue through the list.

The chat widget's existing thumbs-up/thumbs-down rating remains available for the customer who opened that conversation. Widget ratings are retained with their resolution cycle and can be updated in the widget. They do not require an email invitation. Imported ratings remain historical records and do not create survey invitations.

Survey settings and reports belong to each workspace. The survey email uses the workspace's configured sending setup and the selected survey language; make sure outbound email is configured before enabling invitations.