New at Intercom
Feature update

Use the conversation rating to take action in Workflows

Mark avatar
Shared by Mark • March 04, 2024

Until now, Workflows would continue as soon as a Conversation rating (CSAT) survey was delivered—regardless of whether a customer had given a rating.

Now, you're able to Wait for customers to give a rating before continuing the Workflow—making it possible to branch your Workflows based on a customer's rating of the conversation.

With the new Wait for a conversation rating and the Conversation rating attribute, you can direct customers to different teams, request a review, or take various other steps, all based on their rating.