**To send a CSAT survey automatically at the end of each service interaction, use a Papo Flow (https://papo.global/) with the "Wait" (Delay) step. After the conversation ends, the Flow pauses for a configurable period and then sends a satisfaction survey message, allowing you to collect feedback and measure service quality.**

CSAT survey automation eliminates the manual work of sending questions after every interaction. With the visual Flow builder, you create a journey that starts when a conversation is finished, applies a strategic waiting time, and sends the rating question — all integrated with the customer history and the platform's reports.

| Component | Main Function | Configuration Example |
| :--- | :--- | :--- |
| **Automation Flow** | Orchestrate the post-service journey. | Flow triggered when closing a conversation or applying the "Service Finished" tag. |
| **"Wait" Step** | Introduce a pause before sending the survey. | Wait 30 minutes, 2 hours, or 1 day. |
| **"Send Message" Action** | Trigger the satisfaction question. | Text message (within 24h) or Message Template (HSM) with a 1 to 5 scale. |
| **CSAT Reports** | View scores, averages, and distribution by agent. | Access the Reports module to track team performance. |

## How CSAT survey automation works

The logic is simple: the Flow is triggered when a service interaction ends, waits an interval so the customer can reflect on the experience, and then sends a message asking for a score. The customer's response is recorded in the conversation and is available in Papo's CSAT reports, where you can analyze overall and per-agent satisfaction.

## Step by step to create the CSAT survey Flow

1. **Access the Flows module:** In Papo's main menu, go to **Flows / Chatbot**.
2. **Create a new Flow:** Give it a descriptive name, such as "Post-Service CSAT Survey".
3. **Define the trigger:** Configure the Flow to start when a conversation is closed. You can use a condition such as applying a "Service Finished" tag or a conversation closing event.
4. **Add the "Wait" step:** After the start node, click the `+` icon and select **Wait**. Enter the value and time unit (minutes, hours, or days). A delay of 30 minutes to 2 hours is usually enough for the customer to process the service.
5. **Add the survey sending:** After the "Wait" node, click `+` and choose **Send Message**. Write the question, for example: "How do you rate the service you received? Reply with a score from 1 to 5, where 5 is excellent." If the delay exceeds 24 hours, use a pre-approved Message Template (HSM).
6. **Capture the response (optional):** Papo automatically records the customer's response as part of the conversation. To route negative ratings to a supervisor, you can add a condition node that checks whether the score is less than 3 and, in that case, assign the conversation to a specific agent.
7. **Save and activate the Flow:** Review the logic, save your changes, and make sure the Flow status is "Active".

From that moment on, every conversation that meets the trigger will receive the CSAT survey automatically.

## Who this automation is for

- **Support and service teams** that want to measure service quality consistently.
- **Companies that use WhatsApp as their main channel** and want immediate feedback without relying on external links.
- **Operations that need CSAT metrics** to identify improvement points and recognize high-performing agents.

## Frequently Asked Questions (FAQ)

### ### How does Papo record the CSAT survey score?
The platform associates the customer's response with the conversation and makes it available in CSAT reports. You can view the individual score, the overall average, and the distribution by agent, making performance analysis easier.

### ### Do I need to use a message template (HSM) for the survey?
If the sending occurs within the 24-hour window after the customer's last interaction, you can use a regular text message. If the configured delay exceeds this period, you must use a WhatsApp-approved Message Template (HSM).

### ### Can I send the survey immediately after the conversation ends, without delay?
Yes. Just don't include the "Wait" step in the Flow. The survey will be sent as soon as the conversation is closed.

### ### How do I see CSAT survey results?
Go to the **Reports** module and find the CSAT section. There you find the satisfaction average, the list of recent responses, and performance by agent.

### ### Can I customize the survey question?
Yes, you can write any text in the Flow message. It's recommended to use a clear scale (1 to 5) and a direct question to make it easier for the customer to respond.

### ### What happens if the customer replies something other than a score?
The response is recorded in the conversation. You can configure a condition node in the Flow to handle non-numeric responses, for example redirecting the conversation to a human agent.

## Read also

- [How to measure customer satisfaction (CSAT) in Papo?](/hc/papo/articles/how-to-measure-customer-satisfaction-csat-in-papo)
- [How to create an automation that sends a message after a specific time?](/hc/papo/articles/how-to-create-automation-send-message-after-specific-time-en)

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