CSAT
Customer satisfaction score — a short survey sent after a conversation is resolved, asking the customer to rate the interaction.
One term from the WhatsApp Business Platform glossary. Last updated 2026-07-25.
CSAT measures outcome where SLA measures speed, and the two frequently disagree. A team can hit every response target while resolving nothing, which is exactly the failure mode a satisfaction score is there to surface.
On WhatsApp, CSAT surveys are usually sent as quick-reply buttons immediately after resolution, while the conversation is still inside the service window and the interaction is fresh.
Related terms
- SLA
- A service level agreement — a target response or resolution time for customer conversations, tracked with alerts when a conversation is at risk of breaching it.
- Shared inbox
- One WhatsApp inbox worked by a whole team, with assignment so each conversation has a clear owner and presence indicators so two agents do not answer the same customer.
- Read receipt
- The signal that a recipient has opened your WhatsApp message. It is reported to the business through a status webhook, subject to the recipient's own privacy settings.
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