--- title: What is a Customer Satisfaction bot? description: The Customer Satisfaction bot is part of B2Chat's Virtual Assistant, whose role is to help in advisor management. The bot aims to measure the level of customer satisfaction after a client is serviced by an advisor through B2Chat. --- [Skip to content](https://help.b2chat.io/en/what-is-a-customer-satisfaction-bot#main-content) - [English](https://help.b2chat.io/en/what-is-a-customer-satisfaction-bot) - [Español](https://help.b2chat.io/que-es-bot-satisfaccion) English Show submenu for translations ![Logo-B2Chat-Consola.png\]](https://help.b2chat.io/hs-fs/hubfs/Logo-B2Chat-Consola.png?height=40&name=Logo-B2Chat-Consola.png) - [Default HubSpot Blog](https://blog.b2chat.io/blog) Open main navigation Close main navigation - [Default HubSpot Blog](https://blog.b2chat.io/blog) - - [English](https://help.b2chat.io/en/what-is-a-customer-satisfaction-bot) - [Español](https://help.b2chat.io/que-es-bot-satisfaccion) English Show submenu for translations - [Go to www.b2chat.io](https://www.b2chat.io/en/) [Go to www.b2chat.io](https://www.b2chat.io/en/) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.b2chat.io/en?hsLang=en) 2. [Admin Essentials](https://help.b2chat.io/en/admin-essentials?hsLang=en) 3. [Service Rating Chatbot](https://help.b2chat.io/en/admin-essentials?hsLang=en#service-rating-chatbot) # What is a Customer Satisfaction bot? ## The Customer Satisfaction bot is part of B2Chat's Virtual Assistant, whose role is to help in advisor management. The bot aims to measure the level of customer satisfaction after a client is serviced by an advisor through B2Chat. The **Satisfaction Bot** has two primary ways of rating your service. The first option is a **binary rating** *(meaning, good 👍 or bad 👎)*, and the second option allows the customer to rate your service on a **scale of 1 to 5** by using stars ⭐⭐⭐⭐. This second approach allows you to have an average rating between **1 and 5** for your service in general or per advisor 👥 . To understand how the Satisfaction Bot works, we will initially explain how an interaction between the Bot and contact occurs👤 and in the article *How to set up the Satisfaction Bot,* we will show you how it is enabled and configured🔧 . ### Satisfaction level ratings The satisfaction rating process begins when an advisor closes a conversation within the **B2Chat agent dashboard**. From this moment on, B2Chat takes control of the conversation through the Satisfaction Bot 🤖  and follows the process detailed in the image below👇. ![](https://help.b2chat.io/hubfs/what-is-satisfaction-bot-en-png.png) #### Conversation between the Satisfaction Bot and the customer Below we will explain each of the steps that occur within a conversation between the satisfaction bot 🤖  and the customer 👨 . 1. The first step the Bot takes is asking the customer if they wish to rate the service. If the user selects **No** 🚫  *(see image above 👆)* the bot will withdraw from the conversation and will be ready to receive a new conversation in the future. Because of this, a rating will not be recorded. If the user selects **Yes** ✅  *(see image above👆)*, the bot will continue to step 2. This step is optional and it is possible to configure the bot *(in the bot setup)* so that it does not ask the user if they wish to rate the service but rather begin the conversation by requesting a rating, this way the rating of the service will be **mandatory**. 2. When the Bot requests a rating, depending on the rating mode configured, it will show the **binary rating** option *(good 👍 or bad 👎)* or the option for **rating on a scale from 1 to 5 with stars** (⭐⭐⭐). The user will enter their rating by the means of buttons 🔘  if they use **Facebook** or **Telegram** and/or by the means of **numbers** 🔢  or **emojis** 🙂  if they use **WhatsApp** or **ChatWeb**. 3. When a user enters a **negative** rating 🙁 , the bot asks for the reason behind the rating by presenting a list of reasons that can be configured in the Bot setup. This step is optional since you can configure the bot to not request the reason for a negative or low rating. When using the scale rating option, the bot requests the reason for a rating only if the rating is **equal to or less than 3**, in this way it is determined that the rating that the user entered is **negative** 🙁 . 4. When a user enters the reason for their negative rating 🙁 , the Satisfaction Bot will ask if they wish to leave an additional comment *(observation)*, which will help you better understand the quality of service that you are providing as a company. This step is also optional and can be enabled or disabled as desired, in the Bot 🤖  setup. 5. Once the bot receives the user's observations, it will withdraw from the conversation and end the process. - [Getting Started](https://help.b2chat.io/en/getting-started?hsLang=en#main-content) - [Getting started](https://help.b2chat.io/en/getting-started?hsLang=en#getting-started) - [Agent Essentials](https://help.b2chat.io/en/agent-essentials?hsLang=en#main-content) - [Console (Agents)](https://help.b2chat.io/en/agent-essentials?hsLang=en#console-agents) - [Admin Essentials](https://help.b2chat.io/en/admin-essentials?hsLang=en#main-content) - [Audit](https://help.b2chat.io/en/admin-essentials?hsLang=en#audit) - [Service Rating Chatbot](https://help.b2chat.io/en/admin-essentials?hsLang=en#service-rating-chatbot) - [Channels](https://help.b2chat.io/en/admin-essentials?hsLang=en#channels) - [Departments](https://help.b2chat.io/en/admin-essentials?hsLang=en#departments) - [Reports](https://help.b2chat.io/en/admin-essentials?hsLang=en#reports) - [FAQ Chatbot](https://help.b2chat.io/en/admin-essentials?hsLang=en#faq-chatbot) - [General settings](https://help.b2chat.io/en/admin-essentials?hsLang=en#general-settings) - [Contacts](https://help.b2chat.io/en/admin-essentials?hsLang=en#contacts) - [Users](https://help.b2chat.io/en/admin-essentials?hsLang=en#users) - [Schedules](https://help.b2chat.io/en/admin-essentials?hsLang=en#schedules) - [Subscriptions](https://help.b2chat.io/en/admin-essentials?hsLang=en#subscriptions) - [Chats management](https://help.b2chat.io/en/admin-essentials?hsLang=en#chats-management) - [Send bulk messages Whatsapp](https://help.b2chat.io/en/admin-essentials?hsLang=en#send-bulk-messages-whatsapp) - [Tags](https://help.b2chat.io/en/admin-essentials?hsLang=en#tags) - [FAQs](https://help.b2chat.io/en/faqs?hsLang=en#main-content) - [Users](https://help.b2chat.io/en/faqs?hsLang=en#users) - [Default HubSpot Blog](https://blog.b2chat.io/blog) [![Chill listening crop-3](https://help.b2chat.io/hs-fs/hubfs/logo-1.png?width=24&height=24&name=logo-1.png "Chill listening crop-3")](http://www.b2chat.io) Help Center b2chat.io Copyright © 2026, b2chat.io