Summary
Wati AI 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.
Note: 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 uses intelligent analysis to assess your chat history and assign experience scores. Here’s how it works:
Analyzes chats: Wati AI 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, Wati AI 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. Follow these steps to enable CX scoring in Wati:
Log in to your Wati account.
Click your profile picture and select Settings.
Open the Wati AI settings.
View analytics: Once activated, Wati AI 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
1. What is the CX Score?
The CX (Customer Experience) Score is a data-driven measure of customer experience that analyzes chat interactions instead of relying on traditional Customer Satisfaction (CSAT) surveys.
2. How does Wati AI calculate the CX Score?
Wati AI analyzes eligible conversations across three areas: customer sentiment, issue resolution, and service quality. Each conversation receives a rating from 1 to 5. The overall CX Score is the percentage of conversations that receive a rating of 4 or 5.
CX Score % = (Number of 4s and 5s) ÷ Total number of ratings × 100
The score is calculated automatically when a chat is closed, resolved, or expired.
3. Which conversations are eligible for CX Score analysis?
A conversation must meet these conditions:
It is closed, resolved, or expired.
It includes at least 2 messages from the customer.
It includes at least 2 messages from the business, whether from a bot, human operator, or AI.
It contains meaningful exchanges. Spam or off-topic messages are ignored.
It contains regular text messages. Voice notes are also included in the analysis.
4. How do I enable and view the CX Score in Wati?
Admins can enable CX scoring by logging in to Wati, clicking their profile picture, selecting Settings, and opening Wati AI settings. Once activated, Wati AI automatically analyzes ongoing conversations.
To view detailed insights, open the Dashboard under the CX intelligence tab.
5. What does the CX Score trend graph show?
The CX Score trend graph shows how the customer experience score changes over time. It can help identify patterns, such as improvements after process changes or drops caused by recurring issues.
6. How can I filter chats by CX Score in Team Inbox?
In Team Inbox, apply a filter using the cx_score_{your-business-number} attribute and select the rating from 1 to 5 that you want to view.
7. How can I use CX Score data in Campaigns or Rules?
Use the cx_score_latest attribute in Campaigns or Rules to segment your audience based on their latest CX Score. You can then trigger personalized actions, such as sending a discount to unhappy customers or requesting reviews from satisfied customers.
8. Which Wati plans include CX Score?
The CX Score feature is currently in Beta and is available for users on the Growth, Pro, and Business plans.