Guide · WhatsApp for business
CSAT surveys inside WhatsApp: how to ask, and get answers
In short
Ask inside the WhatsApp chat that just ended, while the customer is still there: one question at a time, answers they can tap, and a short comment at the end. Send it only while their 24-hour window is open, not after every chat, and act the same day on a low score.
Reviewed 9 November 2026. Terms used: CSAT vs NPS, WhatsApp 24-hour window.
Seven steps to a WhatsApp CSAT survey
The limits below are Meta’s, from its pages read on 9 November 2026.
Ask in the chat, right after it ends
A link to a web form is one more step; a question in the same chat is answered with a tap. Send it when the conversation was resolved, not when the customer gave up waiting or left a message.
Fit the answers to WhatsApp
WhatsApp shows up to 3 reply buttons, each with a title of up to 20 characters, or a list of up to 10 rows with titles of up to 24 characters. Yes or no fits buttons; a five-point scale fits a list.
Keep it to one score and one comment
Ask for the score first, then one open question. Add another question only if someone will act on the answer, and show it only when it’s relevant, such as “What went wrong?” after a low score.
The survey, as the customer sees it How was our help today?
List: ★★★★★ Very good · ★★★★ Good · ★★★ OK · ★★ Poor · ★ Very poor
Anything we could do better? Type your answer below, or tap Skip.
Stay inside the 24-hour window
While the customer’s 24-hour customer service window is open, the survey can go as an ordinary message. Once it closes, only an approved template can reach them, so ask with time to spare rather than in the last few minutes.
Don’t ask every time
A customer who chats three times in a week shouldn’t get three surveys. Set a cooldown per customer, and drop the survey as soon as they write about something else: that’s a new conversation, not an answer.
Ask in their language, and accept typed answers
Use the language the chat was in. Some people type “5”, the label or an emoji instead of tapping; count what you can read, and let them skip a question.
Act on low scores the same day
Alert the agent and their team lead when a score is low, read the comment, and reply. Report the response rate next to the score: a high CSAT from a handful of answers tells you little.
Common questions
Which plans include surveys?
Every plan. Surveys come with Helpdesk or Chat, so Basic has them too.
What counts as a low score?
You choose the threshold for stars. A thumbs down, a “no” or an NPS answer of 6 or less always counts, and rings the agent and their team leader.
Can we ask NPS instead of CSAT?
Yes. NPS is one of the question types, and Reports → Surveys shows CSAT and NPS side by side. The glossary’s CSAT vs NPS page explains the difference.
See it working with your own customers.
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