CSAT

Customer Satisfaction rating. A post-chat thumbs-up / thumbs-down prompt that captures how the conversation felt to the shopper.

In depth

CSAT is the simplest quality signal a chat assistant can collect. Emporiqa prompts the shopper after a conversation (triggered by the agent's `[SHOW_RATING]` tag), records the rating, and flags low-rated conversations for review. Aggregate CSAT appears on the dashboard and lets teams catch regressions before they affect many shoppers.

Related glossary entries

Conversion tracking
Attributing store purchases back to chat conversations that contributed to them.
Human handoff
Escalating a chat conversation from the assistant to a human agent when the assistant cannot confidently answer.
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