Troubleshooting CSAT survey delivery
If a CSAT survey never arrived, the two most common causes are a frequency cap blocking it or a demo-seeded conversation — demo conversations are excluded from CSAT delivery by design. Check Settings → CSAT Surveys → Activity (or the contact’s record) to see whether the contact was surveyed on a recent conversation.
No survey arrived, even well past the delay window
Two things to check, in order:
- Frequency caps. The per-contact cap allows one survey per contact per N days (7 is the recommended default), and the per-conversation cap allows one survey per conversation lifetime. A customer who contacted you three times in a week gets one survey, not three — that is the intended behavior, not a failure. Check Settings → CSAT Surveys → Activity, or the contact record, for a recent survey on another conversation.
- Demo-seeded conversations. Demo conversations are excluded from CSAT delivery by design. They don’t create a survey record and don’t send a Mailgun, SMS, or in-app invitation — so a “missing” survey on a demo conversation is expected.
When validating delivery, always use a real non-demo test conversation and contact. Mark the conversation Done, wait for the configured delay (or temporarily set the delay to 1 minute for testing), and confirm the survey arrives via the configured channel(s).
Survey arrives in English even though the conversation was in another language
No translation exists for that language, so the survey falls back to English. Add a translation for the conversation’s language in the survey’s Languages tab. See Localize CSAT surveys for the full flow.
Survey gets sent on conversations that should be excluded
If internal test conversations or spam follow-ups are receiving surveys, the resolution trigger is too broad — it fires on every qualifying resolution. Switch from the resolution trigger to an automation rule with the Send CSAT survey action and add conditions, so only qualifying conversations get surveys. See the CSAT-after-resolution automation recipe.