Surveys your customers actually answer.

Surveys sent outside the 24-hour service window need a recorded opt-in and an approved template. If the survey follows a support chat the customer started, it usually fits inside the window as a normal session message. InfiQ keeps consent records, audit logs and access controls so you can show exactly when each opt-in happened.

Yes. Rating and NPS templates go through Meta's review as utility templates and are typically approved within minutes to a few hours. Keep the wording transactional — reference the specific order or ticket — and approval is rarely an issue.

Point an order-delivered or ticket-closed webhook from your store, CRM or helpdesk at InfiQ's API and the survey fires with the customer's details pre-filled. If you'd rather not touch code, the visual flow builder covers the common triggers.

A routing rule opens the conversation in the shared team inbox, tags the contact as a detractor and alerts an agent immediately. The agent replies in the same thread, so the issue gets handled privately before it becomes a one-star review. You can set an SLA on that first response — many teams use 15 minutes.

Set a frequency cap per contact — one survey every 30 days is a common ceiling — and suppress anyone who responded recently. Over-surveying is the fastest way to kill response rates, and anyone who opts out is excluded automatically.

The dashboard tracks delivered, read and response rates alongside CSAT and NPS trends over time. Slice results by agent, product or trigger, and export raw responses to CSV or your BI tool for deeper analysis.