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Satisfaction Survey settings

Last Update: Oct 2024 Est. Read Time:
To check plan availability, see the pricing page.

You can configure global settings that are applied to all of your satisfaction surveys. To access them, go to Settings, select Administration > Satisfaction, and then select the General tab. 

Who can access this feature?
User typesAdmins can access the Satisfaction page.


The following options are available:

  • Lock out period sets how long a customer has to respond to the survey and edit their submission. The default value is 24 hours. The minimum lock out period is 10 minutes. 

    Note: We recommend setting your lock out period to at least 24 hours to increase your response rate.

  • Cool down period sets how long the system waits to send a customer a new survey. The default is 24 hours. Only one conversation within this time period will trigger a survey.

    Note: The cool down period does not apply to chat. 

  • Messages Override allows surveys to send without requiring an inbound or outbound message sent by an actual user.
    • Ignore Inbound Message Requirements will send a survey even if an inbound message from a human user wasn't received.
    • Ignore Outbound Message Requirements will send a survey even if an outbound message from a human user wasn't sent.