CSAT per channel: email, widget, Slack Connect
Each channel renders surveys differently. Email is branded HTML. The widget uses an inline system message. Slack Connect uses Block Kit in-thread.
Ochre supports CSAT on three channels, and each channel renders the survey in a way that fits its medium. Email surveys look like polished marketing email. Widget surveys are quick taps inside the chat. Slack Connect surveys post in the same thread the conversation lived in. The format is different but the underlying score is the same: a 1-to-5 emoji rating with an optional comment.
Email CSAT
The email survey is a branded HTML email sent to the customer after the conversation closes. It contains:
- A short subject line: "How was your experience with [your workspace]?"
- The five emoji buttons (😡 😞 😐 🙂 😀) rendered inline as tappable links.
- A short prompt above them.
- A fallback "leave a longer comment" link that opens the survey page.
The survey is sent from feedback@… rather than support@…, so customer replies don't accidentally reopen the closed thread as a new ticket.
Email response rates typically land between 10% and 25% depending on industry and audience. B2B audiences respond more than B2C.
Common email CSAT gotchas:
- Image-blocking inboxes. The emojis are rendered as Unicode characters, not images, so they survive image-blocking inboxes.
- Filter rules at the customer's end. Some customers filter "no-reply" or "survey" senders. Sending from
feedback@yourdomain(a real address you own) gets much better deliverability than a generic Ochre subdomain.
Widget CSAT
In the live chat widget, CSAT renders as an inline system message inside the conversation. After the agent closes the conversation, the customer sees:
- A short prompt above five emoji rating buttons.
- A fallback "leave a longer comment" link.
The customer doesn't have to leave the widget. The survey is part of the conversation flow. Response rates on the widget are typically much higher than email (40% to 60% is common) because the customer is already in context and the friction is one tap.
If a customer closes the widget before answering, the system message persists and re-renders the next time they open the conversation, until the token expires.
Common widget CSAT gotchas:
- Anonymous widget visitors. If the customer never gave an email, the survey still works and the rating is captured against the anonymous visitor record.
- Multi-tab. If a customer has the widget open in two tabs, rating in one resolves the survey in the other.
Slack Connect CSAT
For Slack Connect channels, the survey posts as a Block Kit message in the original thread. The customer sees:
- A short prompt and the five emoji buttons.
- A fallback "leave a longer comment" link.
The post goes out under your workspace's logo and brand name (see Per-workspace Slack branding) — customers see "Acme Inc." asking how it went, not a generic Ochre app identity.
Posting in-thread keeps the survey in context with the conversation that triggered it. The customer doesn't have to leave Slack or open an email.
Common Slack Connect CSAT gotchas:
- App not added to the channel. The survey can only post into channels Ochre is a member of.
- Channel archived. If the shared channel was archived between conversation close and survey send, the post fails. Don't archive shared channels until you're sure no surveys are pending.
Per-channel toggles
Each channel has an independent on/off switch in CSAT settings (csat_email_enabled, csat_chat_enabled, csat_slack_enabled). Common configurations:
- Email only: low risk, the most predictable channel for first-time CSAT setups.
- Email + widget: higher response volume, better signal density.
- All three: full coverage; recommended once you've validated the survey copy.
When the master kill switch is off, none of these matter; nothing sends.
How responses come back to your team
Regardless of channel, all CSAT responses flow into the same place: the CSAT card on /analytics and the conversation's history. Each response shows the rating, the comment (if any), the channel it came from, and the customer's identity (if known).
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