Surveys

Type	Score range	Use it for
CSAT	1 to 5	Satisfaction with a specific support interaction.
NPS	0 to 10	Likelihood to recommend the support experience.

Type

Score range

Use it for

CSAT

1 to 5

Satisfaction with a specific support interaction.

NPS

0 to 10

Likelihood to recommend the support experience.

Channel	Behavior
Live chat	Renders in the widget after a supported resolution event.
In-app	Uses the same widget-style prompt where configured.
Email	Sends signed one-click score links to the customer.

Channel

Behavior

Live chat

Renders in the widget after a supported resolution event.

In-app

Uses the same widget-style prompt where configured.

Sends signed one-click score links to the customer.

Create a Survey

Open Settings → Surveys

Start from a template or create a new survey.

Choose survey type

Select CSAT or NPS.

Choose channel

Select live chat, in-app, or email.

Write the prompt

Configure the rating question, optional follow-up prompt, and thank-you message.

Choose timing

Configure when the survey should be shown or sent.

Templates

Woes includes starter templates for common feedback flows:

Template	Type	Channel	Default timing
Post-resolution CSAT	CSAT	Live chat	When an issue is solved.
Email follow-up	CSAT	Email	After resolution, with a delay.
Email NPS follow-up	NPS	Email	After resolution, with a delay.
Automation-driven	CSAT	Live chat	Sent only by an automation action.

You can edit the question, follow-up prompt, thank-you message, delay, and fatigue controls after creating a survey.

Timing And Fatigue

Setting	Purpose
Issue solved	Shows or sends the survey after supported resolution.
Manual	Lets an operator send the survey intentionally.
Automation	Lets a workflow decide when to ask.
Delay	Waits before sending, useful for email follow-ups.
Once per issue	Prevents duplicate requests for the same issue.
Exclude tag	Skips customers or issues carrying a fatigue or VIP tag.

Use CSAT for per-ticket satisfaction and NPS when you want a broader view of customer sentiment.

Woes documentation

Surveys

Survey Types

Channels

Create a Survey

Templates

Timing And Fatigue

Email NPS

Analytics

​Surveys

​Survey Types

​Channels

​Create a Survey

​Templates

​Timing And Fatigue

​Email NPS

​Analytics

Surveys

Survey Types

Channels

Create a Survey

Templates

Timing And Fatigue

Email NPS

Analytics