Ask for the rating where customers actually reply.

Not if the rating request goes out within 24 hours of the customer's last message — it counts as a session message, and immediate post-close sends almost always fall inside that window. For delayed surveys, InfiQ provides pre-built utility templates that Meta typically approves within 24–48 hours.

No — a customer who messaged you is in an open conversation, and a rating request is a natural part of closing it. For template-based surveys sent later, standard WhatsApp opt-in rules apply, and InfiQ keeps consent records, audit logs and access controls for every message.

Every score is tied to the conversation it followed, so agent, tags and resolution time attach automatically. Over the API you can pass your own ticket ID, so ratings sync back to Zendesk, Freshdesk or your CRM against the right ticket.

InfiQ immediately asks what went wrong, attaches the comment to the score and routes the conversation to a supervisor queue. You can also trigger a callback task or reopen the ticket automatically — closing the loop is where CSAT programmes actually recover customers.

You set frequency caps per contact — a common default is one survey per customer per 7 days, no matter how many tickets they raise. Repeat tickets inside the window skip the survey and simply log the resolution.

The bot recognises 1–5 typed as text and records it as the score; anything else is stored as a comment on the conversation. Replies it cannot classify route to your team inbox, so no feedback is dropped.