Summary
Wati AI’s Copilot helps you automatically analyze customer conversations to measure experience quality - without needing manual surveys. This article explains what the CX score is, how it works, which conversations qualify for scoring, and where you can view your results.
The CX (Customer Experience) score feature is currently in Beta, available for users on Growth, Pro, and Business plans.
Instructions
What is CX score?
The CX (Customer Experience) score gives you a data-driven view of your overall customer experience by analyzing chat interactions instead of relying on traditional Customer Satisfaction (CSAT) surveys.
Unlike CSAT, which depends on customers taking extra steps to respond, the CX score automatically evaluates every eligible conversation - helping you understand customer sentiment, issue resolution, and service quality across your entire customer base.
How CX score works
Wati AI’s Copilot uses intelligent analysis to assess your chat history and assign experience scores. Here’s how it works:
Analyzes chats: Copilot reviews all resolved conversations that include at least 2 messages from both the customer and your team.
Checks 3 key areas:
Customer sentiment – whether the tone and message suggest satisfaction or frustration.
Issue resolution – whether the customer’s issue was effectively solved.
Service quality – clarity, helpfulness, and timeliness of replies.
Calculates the score: Each conversation receives a rating between 1 and 5, and your overall CX score reflects the percentage of conversations that scored positively (4 or 5).
Formula:
CX score % = (Number of 4s and 5s) ÷ Total number of ratings × 100
Which conversations get rated?
Not all chats are scored - only eligible conversations are analyzed. To qualify, a conversation must meet the following conditions:
It is closed, resolved, or expired.
It includes at least 2 messages from the customer.
It includes at least 2 messages from your business (from a bot, human operator, or AI).
It contains meaningful exchanges (spam or off-topic messages are ignored).
Only regular text messages are analyzed.
Voice notes are currently excluded.
Where to check your CX score
Admins can enable and view the CX score from within Wati’s dashboard:
Activate Copilot: Go to the Copilot tab under Settings to turn on CX scoring.
View analytics: Once activated, Copilot will automatically analyze ongoing conversations.
Check detailed insights: Visit the Analytics tab to see breakdowns by day, operator, or other metrics.
Filter chats in Team Inbox
To view chats that have received a rating in Team Inbox, apply a filter using the cx_score_{your-business-number} attribute and select the rating (1–5) you’d like to see.
The CX score gives you a continuous, unbiased measure of how your customers feel about their interactions - helping you make informed decisions to improve support quality without relying on traditional surveys.
Frequently Asked Questions (FAQs)
General questions
1. What is the CX score?
The CX (Customer Experience) score is a data-driven metric that measures the overall quality of customer experience by analyzing chat interactions. Instead of relying on manual Customer Satisfaction (CSAT) surveys, it automatically evaluates every eligible conversation to assess customer sentiment, issue resolution, and service quality.
2. Who can access the CX score feature?
The CX score feature is currently in Beta and available for users on the Growth, Pro, and Business plans.
3. How is the CX score different from CSAT?
Unlike CSAT, which requires customers to manually respond to surveys, the CX score is calculated automatically using AI analysis of chat interactions. This provides a more consistent and comprehensive view of customer experience across all conversations.
How it works
4. How does Wati AI’s Copilot calculate the CX score?
Copilot analyzes all resolved conversations that include at least two messages from both the customer and your team. It evaluates three key factors—customer sentiment, issue resolution, and service quality—to assign each conversation a rating between 1 and 5.
5. What formula is used to calculate the CX score?
The CX score percentage is calculated using the formula:
CX score % = (Number of 4s and 5s) ÷ Total number of ratings × 100
6. What does a high CX score mean?
A high CX score indicates that most conversations were rated positively (4 or 5), reflecting strong customer satisfaction and effective support interactions.
Conversation eligibility
7. Which conversations qualify for CX scoring?
Only eligible conversations are analyzed. To qualify, a conversation must:
Be closed, resolved, or expired.
Include at least two messages from the customer.
Include at least two messages from your business (bot, human operator, or AI).
Contain meaningful exchanges (spam or off-topic messages are ignored).
8. Are all types of messages analyzed?
No. Only regular text messages are analyzed. Voice notes are currently excluded from CX scoring.
Viewing results
9. How can I enable the CX score feature?
Admins can enable CX scoring by navigating to Settings → Copilot tab in the Wati dashboard and turning on CX scoring.
10. Where can I view my CX score and insights?
Once Copilot is activated, you can view analytics and insights in the Analytics tab of the dashboard. It provides detailed breakdowns by day, operator, and other metrics.
11. What insights can the CX score help me gain?
The CX score offers an ongoing, unbiased view of customer experience, helping you understand satisfaction trends, identify areas for improvement, and make data-driven decisions to enhance support quality.