How to Enable CSAT Feedback on WhatsApp Chatbot in Wabo.ai

Collecting customer satisfaction (CSAT) ratings helps you measure how happy your customers are after each chat.
Wabo.ai lets you automatically send a 5-star rating message on WhatsApp whenever a conversation is closed — either by the system, the agent, or due to inactivity.

Follow these simple steps to enable or edit the CSAT feedback settings for your WhatsApp chatbot.

Step 1: Log In to Wabo.ai

Go to Wabo.ai and log in using your admin credentials.
You will land on your main dashboard.

Step 2: Go to the Chatbot Module

From the left-hand sidebar menu, click on Chatbot.
This section lists all your WhatsApp bots.

Step 3: Select Your Chatbot

Click on the chatbot for which you want to enable CSAT feedback.
This will open the chatbot configuration page.

Step 4: Open the Configure Tab

Inside your chatbot settings, navigate to the Configure tab.
Under configuration options, click on Conversations.

Step 5: Open Review Settings

Scroll down to find Review Settings.
Here you’ll see the option to Enable/Disable Feedback and the Feedback Message field.

Step 6: Enable or Disable Feedback

To activate CSAT, toggle the Enable/Disable Feedback switch to the ON position.
To pause CSAT collection, toggle it OFF anytime.

Step 7: Enter Your Feedback Message

In the Enter Feedback Message field, type your preferred message. Example:

“Please give us your feedback!”
Keep it short and friendly to encourage customers to respond.

Step 7: Save Your Settings

Click on the Save button to apply your feedback message.

Step 8: Switch the Toggle ON to Enable Feedback

After saving, look for the Enable/Disable Feedback toggle switch.
Turn the toggle ON to activate CSAT collection for your WhatsApp bot.
If you wish to stop collecting feedback later, simply switch the toggle OFF.

When Is the CSAT Message Sent?

The feedback message will be automatically triggered in the following cases:

1️⃣ 24-Hour Timeout (Meta Policy) – When a customer doesn’t reply for 24 hours, WhatsApp automatically closes the chat, and the feedback message is sent.

2️⃣ Agent Closes Chat – When an agent manually closes a chat from the Inbox Module, the CSAT message is immediately sent.

3️⃣ Inactivity Timeout (Custom Setting) – When a customer doesn’t respond for a set time defined in
Settings → Chat Settings → Inactivity Timeouts, the chat is closed and the CSAT message is triggered.

Example of CSAT Rating Scale

Rating	Description
⭐	Very Poor
⭐⭐	Poor
⭐⭐⭐	Average
⭐⭐⭐⭐	Good
⭐⭐⭐⭐⭐	Excellent

Tip 💡

Once you enable CSAT, you can monitor responses from the Analytics Module → Bot Analytics → CSAT Reports to see how your customers are rating their experience.