Collecting AI agent satisfaction (BSAT) ratings for AI agents

AI agent satisfaction (BSAT) ratings are feedback from your users that measure their happiness with how your AI agent performed. When a BSAT rating request is sent, the user is asked to rate their support experience. Customers can rate the AI agent on a scale of 1 to 5 (using emojis or stars) or decline to answer.


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The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.

AI agent satisfaction (BSAT) ratings are feedback from your users that measure their
happiness with how your AI agent performed. When a BSAT rating request is sent, the user
is asked to rate their support experience. Customers can rate the AI agent on a scale of
1 to 5 (using emojis or stars) or decline to answer.
This article contains the following topics:

Turning on BSAT rating collection
Configuring the BSAT rating scale
Configuring the BSAT system reply



Turning on BSAT rating collection

BSAT ratings are collected using a system reply called Collect BSAT reply. For this system
reply to work, you must first configure how and when it should be sent during a
conversation with a user. There are two methods to send BSAT collection:


Using a trigger based on custom resolution states, reaching the end of a
dialogue or generative procedure (AI agents with agentic AI only), or
after a knowledge answer is shared (AI agents with agentic AI only).

Linking to the BSAT reply from within a dialogue.

It's recommended to use one of these methods, not both. Links to a feedback reply
always override triggers.


Using a trigger to collect BSAT ratings

You can create a trigger to configure when the BSAT collection prompt should
appear during a conversation between an AI agent and a user. This trigger can be
based on a custom resolution state, reaching the end of a dialogue or generative
procedure (AI agents with agentic AI only), or after a knowledge answer is
shared (AI agents with agentic AI only).


Note: BSAT replies associated with a trigger aren't sent
for conversations that were escalated to a human agent.

To use a trigger to collect BSAT ratings


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select Collect BSAT reply.
Click the Settings tab.
Under Triggers, select Activate triggers for BSAT
replies.
Under Trigger reply when, click the plus (+) icon and then select
and configure one of the following trigger conditions:

A custom resolution state is set: This condition is
satisfied when the specified resolution state is
reached and the specified amount of time has passed. You can add
multiple resolution states and time periods per condition. A
BSAT reply triggered by a resolution state can appear only once
per conversation.

The end of a procedure is reached: (Available only for AI
agents with agentic AI) This condition is satisfied when the AI
agent has reached the end of a generative procedure
and the specified amount of time has passed. A BSAT reply
triggered by reaching the end of a procedure can appear only
once per conversation.

The end of a dialogue is reached: This condition is
satisfied when the AI agent has reached the end of a dialogue and the
specified amount of time has passed. A BSAT reply triggered by
reaching the end of a dialogue can appear only once per
conversation.

A knowledge answer is shared: (Available only for AI
agents with agentic AI) This condition is satisfied when the AI
agent has shared an AI-generated answer.



(Optional) Repeat the previous step to configure additional
conditions.
Click Save.





Linking to the BSAT reply in a dialogue to collect BSAT ratings

You can choose to send a BSAT collection prompt at any point in a dialogue. You
do this by linking to the Collect BSAT reply system reply from any block within
a dialogue.
With this method, you must manually link to the BSAT reply in every dialogue
where you want it to be sent. And if you want to turn off BSAT rating
collection, you must manually remove the link in every dialogue. Disabling
triggers for BSAT replies doesn't affect linked replies.
To link to the BSAT reply in a dialogue



Open the dialogue builder for
the dialogue where you want to add a BSAT reply link.
Choose an appropriate block, add a Link to block, and select
Collect BSAT reply.
Save and publish your changes.






Configuring the BSAT rating scale

You can select the type of rating scale that's displayed to users when a BSAT
collection prompt is sent. By default, the Collect BSAT reply uses emojis, but you
can also select a star️ rating system. In conversations, all options are rendered as
buttons.


Note: For BSAT to work in WhatsApp, you must use the star
rating scale, not the emoji rating scale.

To configure the BSAT rating scale


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select Collect BSAT reply.
Click the Settings tab.
Under Rating options, select one of the following options:

Emoji rating


Star rating



Click Save.





Configuring the BSAT system reply

If needed, you can configure the default Collect BSAT reply system reply in the
dialogue builder.
To configure the BSAT system reply


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select Collect BSAT reply.

Select the language of the reply you want to edit. The dialogue builder
opens, showing the dialogue for the Collect BSAT reply system
reply.



To change the question that's presented to the user when the BSAT
collection prompt is sent, click the BSAT question block and
select one of the following options:

How would you rate your experience?
If you have a moment, please rate your experience
How would you rate the quality of your customer support
experience?

Use translated question You can use this last option to add
a translated version for all the languages supported by your AI
agent.



To configure what happens in the conversation flow, select the appropriate
block and make updates as needed. For help, see Using the dialogue builder to create
conversation flows for AI agents.

Save and publish your changes.




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