Does Gorgias support CSAT or NPS on WhatsApp, Instagram, and Facebook Messenger?
If your support team uses Gorgias to manage customer conversations on WhatsApp, Instagram DMs, or Facebook Messenger, you're probably asking:
Can I send CSAT or NPS surveys after a support conversation on these platforms?
Here’s a clear breakdown of what’s possible and what’s not.
Does Gorgias support CSAT or NPS for social channels?
Not fully. Gorgias includes a basic CSAT feature, but it only works for email and live chat. The native functionality is limited to a single yes/no or 1–5 rating question, with no customization, follow-up, or branding. For instance, if you want NPS or multiple questions surveys to get better feedback, not possible.
For WhatsApp, Instagram, or Messenger, there’s no built-in support for sending CSAT or NPS surveys. This is why we built Surveywell.
Can I send survey links manually?
Yes, but only manually.
You can set up Gorgias macros or manual messages that include a survey link sent over WhatsApp, Instagram DM, or Messenger.
However:
- There’s no automation
- No agent-level attribution
- No real-time tracking
- No analytics dashboard
- You must manually track who responded
The signature surveys are also not available out of the box, which is something Surveywell can do.
Is there a way to automate CSAT/NPS surveys on these channels?
Yes, with a third-party tool like Surveywell.
With Surveywell, you can:
- Trigger CSAT or NPS surveys based on ticket closing events
- Send surveys via email, SMS, or link in any social channel
- Customize survey content beyond one simple question
- Attribute responses to agents, orders, or tags
- Get real-time alerts and performance analytics
This means you can collect structured, actionable feedback even from social support interactions.
Can I track how support agents perform on social channels?
Not with Gorgias alone. Gorgias does not support agent-level CSAT reporting for WhatsApp, Instagram, or Facebook messages.
But if you're using Surveywell, you can get a leaderboard with:
- CSAT for eachindividual agents
- The ability to filter results by channel or customer segment
- A benchmark support quality across channels
Should I collect feedback on social channels at all?
Absolutely. If you're handling support on WhatsApp or Instagram, those are likely high-intent, high-impact conversations, often with loyal or frustrated customers. Skipping feedback on these channels means missing key signals that could drive improvement or prevent churn.
Historically, some Gorgias clients have used Delighted, but now, it is shutting down. Additionally, Delighted required custom workarounds to support social channels, like adding Zapier in the mix. Surveywell does it all in one click.
TL;DR: Key Points to Know
- Gorgias only supports simple, one-question CSAT surveys, not NPS, signature, or multiple questions
- Native CSAT is available for email and live chat only, not social channels
- WhatsApp, Instagram, and Facebook Messenger are not supported natively
- You can send survey links manually, but it’s not scalable
- Use a tool like Surveywell to automate feedback, track performance, and support all your channels
Need a full-picture feedback system?
SurveyWell works seamlessly with Gorgias to power CSAT and NPS across all channels—from email and chat to Instagram DMs and beyond.
You’ll get:
- Real-time feedback
- Custom survey flows
- Agent performance tracking
- Slack or email alerts on low scores
- And easy setup without dev work
