Summary
Wati AI’s Co-pilot 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 Co-pilot uses intelligent analysis to assess your chat history and assign experience scores. Here’s how it works:
Analyzes chats: Co-pilot 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).
Note: The CX score is calculated automatically when a chat is closed, resolved, or expired. At that point, Co-pilot analyzes the conversation and generates the score.
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 also included for the analysis.
Where to check your CX score
Admins can enable and view the CX score from within Wati’s dashboard:
Activate Co-pilot: Go to the Co-pilot tab under Settings to turn on CX scoring.
View analytics: Once activated, Co-pilot will automatically analyze ongoing conversations.
Check detailed insights: Visit the Dashboard available under CX intelligence tab to see breakdowns by day, operator, or other metrics.
The CX score trend graph shows how your customer experience score changes over time. It helps you quickly spot patterns, such as improvements after process changes or drops due to recurring issues. By tracking this trend, you can measure the impact of your actions and identify when and where to investigate further.
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.
Tip: Use the cx_score_latest attribute in Campaigns or Rules to quickly segment your audience. This lets you trigger personalized actions - like sending a discount to unhappy customers or requesting reviews from satisfied ones.
Frequently Asked Questions (FAQs)
CX score overview
1. What is the CX score in Wati AI?
The CX (Customer Experience) score is a data-driven metric that measures overall customer experience by analyzing chat interactions instead of relying on traditional Customer Satisfaction (CSAT) surveys.
2. How is the CX score different from CSAT surveys?
The CX score automatically evaluates eligible conversations without requiring customer responses, while CSAT surveys depend on customers taking extra steps to provide feedback.
3. Who can access the CX score feature?
The CX score feature is currently in Beta and is available to users on Growth, Pro, and Business plans.
How cx score works
4. How does Wati AI calculate the CX score?
Wati AI’s Co-pilot analyzes resolved conversations, evaluates customer sentiment, issue resolution, and service quality, assigns each conversation a rating from 1 to 5, and calculates the CX score as the percentage of conversations that received a rating of 4 or 5.
5. When is the CX score calculated for a conversation?
The CX score is calculated automatically when a conversation is closed, resolved, or expired, at which point Co-pilot analyzes the chat and assigns a score.
6. What formula is used to calculate the CX score?
The CX score is calculated using the formula: CX score % = (Number of ratings with 4 or 5) ÷ Total number of ratings × 100.
Eligible conversations for scoring
7. Which conversations are eligible for CX score analysis?
A conversation is eligible if it is closed, resolved, or expired, includes at least 2 messages from the customer and 2 messages from the business, contains meaningful exchanges, and includes regular text messages or voice notes.
Viewing and using cx score
8. Where can admins view the CX score in Wati?
Admins can enable CX scoring in the Co-pilot tab under Settings, view analytics in the CX intelligence dashboard, and access detailed insights such as breakdowns by day, operator, or other metrics.
9. How can you filter chats based on CX score in Team Inbox?
You can filter chats in Team Inbox by applying the cx_score_{your-business-number} attribute and selecting a rating between 1 and 5.
10. How can CX score data be used for segmentation and actions?
You can use the cx_score_latest attribute in Campaigns or Rules to segment customers and trigger personalized actions, such as sending discounts to unhappy customers or requesting reviews from satisfied customers.