First, check if the feature is enabled in the administration:
Secondly, if the conversations involve chatbots, check that the questionnaire is enabled for certain chatbots:
Regarding social channels, the language displayed for satisfaction on WhatsApp and Messenger depends on the following:
- The detection of the language during the conversation by our detection system. If the CSAT and NPS language differs from the expected one, it may be due to an insufficient number of exchanged messages or a mix of languages in the conversation.
- The language configured in the Meta social profile. It is possible to set a specific language for a Facebook account or a WhatsApp number. For more information, contact support or your account manager.
NB: It is possible to start a new conversation immediately after.