Customer satisfaction surveys

HappyToHelp can ask a customer to rate a resolved conversation by email or its permitted messaging channel. 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. Messaging surveys follow the consent, reply-window and registration rules below.

Set up surveys

Open Project settings → Surveys. Turn on Send surveys after resolution, then choose a Rating scale (Thumbs up / down or 1–5 rating), Send delay (minutes), Link lifetime (days) and Survey language. Changes save automatically. 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 If a conversation is reopened, its old invitation link is no longer valid.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.

Email invitations require an eligible customer with a verified address. Messaging invitations require the native provider thread described below. 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; configure outbound email for email invitations. Messaging invitations use their connected provider and do not require configured outbound mail.

Messaging surveys

SMS, WhatsApp, Instagram and Messenger use the same survey settings and the conversation's original channel. A signed provider event must have created a native support thread; imports never supply survey authority. No phone number or page-scoped customer ID is retained on the survey invitation row.

Dispatch rechecks the live connection, customer opt-out and erasure fences, SMS sender registration, and the 24-hour WhatsApp/Instagram/Messenger reply window. A refused invitation is suppressed permanently; its reason is available in the support-channel conversation's delivery receipts. It never switches to email or another channel. SMS/WhatsApp STOP fences replies and existing survey links; START restores only that number and channel for future cycles, and HELP grants no survey consent. Survey opt-out links stop future satisfaction surveys for that customer throughout the workspace.

Each invitation is durably claimed before contacting the provider. Repeated scheduler runs and redelivered webhooks cannot send a second invitation. Failed and uncertain requests are never replayed automatically. Customers answer and change their feedback through the signed web link without a session. Surveys are never sent as WhatsApp templates, and in-channel digit replies do not record a rating. Results retain the invitation provider and exact cycle; erasure clears comments from current results, prior history and CSV exports.

Signed provider fixtures prove these rules locally. Live Twilio/Meta delivery, consent and A2P/template-registration receipts, and live mail delivery remain UNMET-EXTERNAL; fixture success does not qualify connected accounts.