How to Add CSAT Surveys to Custom Topics in Copilot Studio (and Fix Analytics)

By default, CSAT is only in the ‘End of Conversation’ topic.

But what if you want to ask for feedback in the middle of a custom flow?

Here is a quick workaround.

Key Takeaways

You can copy the CSATQuestion action from the system topic to any custom topic.
Warning: Just answering the CSAT survey does NOT mark the session as “Resolved”.
To fix the analytics (avoid “Abandoned” status), you must explicitly set the conversationOutcome variable to Resolved in your topic code.

CSAT
Implementation
Testing the Implementation
“Outcome” and “CSAT (Satisfaction Score)” are Different
Related Articles

CSAT

CSAT stands for Customer Satisfaction rating. In Copilot Studio, it measures user satisfaction using a 5-star rating system (scores from 0 to 5).

For more details about CSAT, see:

会話型エージェントの有効性を分析する - Microsoft Copilot Studio

Copilot Studio のアップグレードされた分析ページで、エージェントのユーザー質問への応答精度を向上させましょう。ユーザーフィードバック、ナレッジソースの使用状況、エージェントとユーザー間の会話の結果を確認します。

CSAT collection is built into the system topic “End of Conversation” by default, but this time I wanted to test whether it could be collected from custom topics.

Implementation

First, open the system topic “End of Conversation”.

Opening the End of Conversation system topic

Open the code editor.

Find the “CSATQuestion” action and copy this action.

Locating and copying the CSATQuestion action

Next, open the code editor for the custom topic where you want to integrate CSAT, and paste the action you copied earlier.

Pasting the CSAT action into custom topic code editor

When you exit the code editor, CSAT will be integrated into your custom topic.

CSAT successfully integrated into custom topic

That completes the implementation process.

Testing the Implementation

When you publish the agent to Teams and call the topic we just created, CSAT will be displayed like this. Here, I selected 1,

CSAT rating interface displayed in Teams with rating options

When you return to the agent building screen and open the [Analytics] tab, you’ll see the satisfaction score contains the value you just entered.
*It takes about 30 minutes to 1 hour for the data to be reflected in the Analytics tab.

Analytics tab showing satisfaction score data

“Outcome” and “CSAT (Satisfaction Score)” are Different

I commented out the conversationOutcome setting in the topic we created earlier,

Code editor showing conversationOutcome setting commented out

Then called the topic again and this time selected 5.

The satisfaction score becomes an average of 3, but the new outcome shows as “Abandoned (session timeout)”.

Analytics showing satisfaction score and abandoned session outcome

From these results, we can see that responding to CSAT does not change the conversation outcome to “Resolved,” and if you want the conversation outcome to be “Resolved” or “Escalated,” you need to configure the conversationOutcome setting.