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carolina.teper
carolina.teper
Fronteer
June 19, 2026

👋 Design preview: Live CSAT

  • June 19, 2026
  • 4 replies
  • 348 views

Hi everyone! I'm Carolina, the product designer working on Smart CSAT and Smart QA. I'm sharing some designs of concepts we're currently exploring and would love your feedback on.


Live CSAT
We're exploring a new signal called Live CSAT. Unlike Smart CSAT, which scores a conversation after it closes, Live CSAT surfaces a predicted satisfaction signal while the conversation is still open. You would also be able to use it in rules to get notified when a conversation is at risk of receiving a low CSAT score.

Smart CSAT and Smart QA in one place
We're also exploring consolidating Smart CSAT and Smart QA into a single side panel in your inbox, so all your quality signals live together in one place once a conversation closes.

 

 

 

We'd love your thoughts:

  1. What are your first impressions of these designs?
  2. How do you imagine using Live CSAT in your workflow?
  3. Is there any information missing from the side panel that would be useful to you?

Thanks so much for taking the time, we're excited to hear what you think! 

      4 replies

      rmace
      rmace
      Conversationalist
      June 22, 2026

      Looks good! I am liking the direction things are progressing. 

      1. This could be super useful for my teams. They would definitely see value in being able to look in on a conversation that might be trending in the wrong direction. 
      2. I would imagine this would be used with rules to alert team leads and managers. If supported I could see a mid-level rating, but trending downward, could go to a lead and anything below mid-level rating would loop in the lead and manager. 
      3. I have not really used the side panel, and I’m not sure our teams have either at this point. I will look into the panel and give thoughts if any come to mind. 
        brandon_rodgers
        brandon_rodgers
        Conversationalist
        June 22, 2026
        1. My teams have had trouble noticing the difference between customer and smart CSAT scores in thread. Adding another CSAT score that looks super similar to the others may continue to present more confusion. This typically happens when they are glancing through threads quickly, so anything that could help them to more quickly see which type of CSAT score this is would be helpful.
        2. We would set up rules to alert managers/escalation points when lower scores come in (that feels the most obvious). I would also potentially use a feature where we could capture when a smart or customer CSAT resulted higher than the live CSAT scored (showing service recovery). This would be more useful in analytics rather than real time escalation. 
        3. If the customer has other active conversations, that would be nice to see. Maybe this live CSAT score could have an icon that displayed on the contact details plugin under conversations. That would allow a teammate to see that while they are having a pleasant conversation with a customer, another teammate is in danger of causing friction in another thread. 
          alyssaedelman
          alyssaedelman
          Conversationalist
          June 22, 2026

          I’d love to see some sort of “recovery rate” associated with this - of the conversations that received a low live CSAT, how many received a high human-rated or Smart CSAT score once the thread was marked as resolved? 

            hannahbodle
            hannahbodle
            Conversationalist
            July 28, 2026

            This looks great! A few suggestions/questions:
             

            Live CSAT

            • Will Live CSAT provide reasons or sources behind its prediction? For example, if it predicts a low CSAT score, will it highlight the parts of the conversation that influenced the score or suggest specific improvements to the response before it's sent?
            • How quickly does the Live CSAT prediction update? Some of our agents send very short email responses, sometimes taking 5–10 seconds to write. Would Live CSAT be able to analyze a draft quickly enough to prompt the agent that the reply may need to be reworded before they hit send?
            • Will the score update dynamically as the draft changes? It would be useful if agents could see whether making edits improves the predicted CSAT before sending.

            Smart CSAT/QA

            • Would it be possible to display the score for that individual conversation alongside the agent's current average Smart CSAT score? This would give agents immediate context on whether that interaction was above or below their usual performance.
            • It could also be helpful to show a simple trend, such as whether the agent's average is improving or declining over time.
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