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How do I ask customers to rate us after a conversation?

Front desk › Satisfaction emails a one-click survey when you close a conversation, when you choose and in your own words.

Updated October 25, 2026

Open Front desk › Satisfaction. After you close a conversation (10 minutes later, or whenever you choose), the customer gets an email asking how it went, and one click answers. Happy customers are asked for a Google review. Unhappy ones get a call-back task for whoever closed the conversation.

Also called: CSAT, customer satisfaction survey, NPS, rating, feedback, review request, sondage de satisfaction, évaluation, avis Google

Step 1: Open Satisfaction

In your CRM, click Front desk, then the Satisfaction tab. The survey is on the right. It is on from the start.

Click: Front desk › Satisfaction

Under When it sends, type a number and pick minutes, hours or days, up to 30 days. 0 sends it right away. Under Answers, pick 5 stars, 3 faces, 0 to 10 or Thumbs. Change the Question if you like. Paste Your Google review link so happy customers can leave a review. Pick how often the same customer can be asked: Once a week, Once a month or Every 3 months. Each change saves on its own.

Click: Front desk › Satisfaction › The survey

Step 3: Write your own messages

Under Messages, change any words the customer sees: the Email subject, the Email first line, the Thank-you line, what happy and unhappy customers read, the Review button and the comment box. Each box shows our words until you write yours. Use {first name} and {business} to fill in the customer's first name and your business. Empty a box to get our words back.

Click: Front desk › Satisfaction › Messages

Step 4: What your customer sees

The survey email shows your question and the answers in one row. A click opens a thank-you page that saves the answer, and the customer can add a few words. With 4 or 5 stars, a smile, 9 or 10, or a thumbs up, the page shows Leave a review with your link. A low answer says you will call them back, and a task Call back … due today goes to the teammate who closed the conversation.

Good to know:

  • Website chats don't get the email: the chat bubble asks for stars itself. Those stars count on Satisfaction too, and 1 to 3 stars also makes a Call back task.

  • No survey goes out if the customer has no email, if you reopen or snooze the conversation before it sends, or if nobody on your team wrote to them in the last 30 days.

  • You can also ask Alori: "send the satisfaction survey 2 hours after I close a conversation" or "change the unhappy message to: Danick will call you today".

If it doesn't work

  • Surveys go out once your app is published, so their links have an address. Publish your app, then close a conversation again.

  • 30 days at most. Pick a shorter time under When it sends.

  • That isn't a web address. Copy the full link from your Google Business Profile, like https://g.page/r/…/review.

  • To stop the surveys, turn off Ask customers how it went.

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