Overview

Velaro includes built-in CSAT (Customer Satisfaction) and NPS (Net Promoter Score) surveys that fire automatically after conversations end. Results appear in the Reports dashboard and can also be pushed to your CRM.

Enabling Post-Conversation Surveys

1. Go to Account Settings → Surveys.
2. Toggle on Post-Conversation Survey.
3. Choose survey type: CSAT (thumbs up/down or 1-5 stars) or NPS (0-10 scale).
4. Customize the survey question and thank-you message.
5. Set a delay (e.g. send 30 seconds after conversation ends).
6. Click Save.

Survey in Bot

You can embed a survey directly inside a bot conversation flow — without waiting until the end. Add a Survey Node to any workflow to collect feedback at any point in the conversation. Results are linked to the conversation for full context.

Viewing Results

Survey results appear in Reports → Surveys. Key metrics:

• CSAT Score — percentage of positive responses
• NPS — promoters minus detractors (scale: -100 to +100)
• Response Rate — surveys sent vs. completed
• Per-agent and per-team breakdowns

Per-Team & Per-Channel Overrides

Override the global survey setting for specific teams or channels. For example, enable surveys on web chat but disable them on IVR calls. Go to Administration → Teams → [Team] → Survey Settings.

Exporting Data

Export raw survey responses as CSV from Reports → Surveys → Export. Each row includes conversation ID, agent, channel, timestamp, score, and any optional comment.