CSAT predictions are by default enabled for all partners and supported languages. If default CSAT custom fields are not getting populated or are not visible, please raise a support ticket at tickets@sprinklr.com.​

CSAT is stored at the case level only for

• ​The first fan message in the conversation​

• ​The last fan message in the conversation​

​Currently, CSAT is not available on Care/Agent Console at the message level.​

No feedback option is available through UI.​

​Feedback for ​​suspected bugs​​ can be provided through a standard ​​support​​ ​​ticket​​, by specifying the following parameters specific to CSAT (in addition to typical parameters such as partner name, etc):​

• ​Case ID/Number​

• ​Language​

• ​Observed CSAT​

• ​Fan message text generating the observed CSAT(*)​

• ​Expected CSAT​

• ​Rationale for expected CSAT​

​(*) CSAT is not calculated on the brand messages.​

CSAT is supported out-of-the-box across industries. If CSAT predictions are consistently not falling in your expected range, partner-level customizations might be required. For more information, please reach out to your Success Manager. Note that the availability of customization is not guaranteed and must be agreed/prioritized jointly with CSAT AI Team.