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Teammate changes conversation state
Teammate changes conversation state

Learn how to measure CSAT and configure conversation ratings in your Workflows.

Brian Byrne avatar
Written by Brian Byrne
Updated over a week ago

Knowing how to effectively measure and analyze customer satisfaction, then act upon it, is a valuable asset. Workflows can help you achieve this, via Customer Satisfaction (CSAT) survey ratings.

Set up, configure and start measuring CSAT in Workflows (in addition to Automation Basics), and unlock major flexibility in presentation and orchestration.

CSAT in Workflows can be configured to display at various touch-points throughout the customer’s experience, allowing you to gather responses and analyze the data, adjust customer services where needed, and continually improve the overall customer experience.


Get started

The following example uses the "Teammate changes conversation state" trigger, but this CSAT action can be added to Workflows using any trigger.

Go to Automation > Workflows and click New workflow.

Choose Create from scratch and use the trigger "Teammate changes conversation state".

Select Closed and configure the trigger rules.

Use Audience to set rules and conditions that determine when the CSAT action should be sent.

Once you've finished setting up the trigger rules, you can click Save and close and start building your Workflow.

Adding the CSAT action to a Workflow

You can either:

  • Select Ask for conversation rating straight after the "Teammate changes conversation state" trigger.

  • Or add the Ask for conversation rating action to any workflow path.

Prevent customers from rating after a given period of time

Click on the CSAT widget if you want to "Prevent customers from rating after a given period of time" and then specify the days/hours/minutes.

Note:

  • Customers will still be able to see and interact with the CSAT survey in the Messenger, but their response won't be recorded after this period of time.

  • This setting can also be configured in Basics which will be used as a fallback if there is no value set in the CSAT widget.

Prevent customers from changing their rating after a given period of time

Click on the CSAT widget if you want to "Prevent customers from changing their rating after a given period of time" and then specify the hours.

Note:

  • This setting will not prevent customers from submitting an initial rating, it will only prevent them from changing their rating. Use the "Prevent customers from rating after a given period of time" toggle instead if you don't want customers to leave any rating after the specified time.

  • This setting can also be configured in Basics which will be used as a fallback if there is no value set in the CSAT widget.

Wait for customers to give a rating before continuing the Workflow

Click on the CSAT widget and toggle on “Wait for customer to give a rating before continuing the Workflow”.

This is helpful if you'd like to take specific actions in the Workflow based on what the rating was, using conditional branches (see example below).

When are CSAT surveys sent?

CSAT surveys are only sent when a conversation contains a ‘back and forth’ interaction.

A ‘back and forth’ interaction means there has to be at least one message from a customer and also at least one message from a Support Agent (Teammate) or Bot, this can be Fin AI Agent or Chatbot (Workflow).

Other things which may affect a CSAT sending:

  • If a conversation contains multiple customers a CSAT survey will not be sent. This is because it’s not possible for multiple people to rate the same conversation.

  • You can turn on a general CSAT rule for your customers in the Basics setting section. This rule will be superseded by any other CSAT workflow you create.

When multiple agents are involved, who gets the CSAT rating?

When a Chatbot (Customer Facing Workflow) sends a CSAT rating survey in a conversation with multiple agents, the rating attribution follows this order:

1. Support Agent (Teammate)

2. Fin AI Agent

3. Chatbot

Only the most recent visible agent in the conversation will be rated. If no Support Agent is visible, we check for a Fin AI Agent and then Chatbot. The Workflow will only send one CSAT survey per Support Agent.

Learn how to measure CSAT in conversations where Fin AI Agent and Chatbots are involved.


Want even more flexibility?

If you're looking to get even more flexibility on CSAT, such as changing the rating presentation, you can build your own CSAT Workflow using the same trigger ("Teammate changes conversation state") and clicking the Closed state.

But instead of applying the CSAT action, you can build your own flow using quick-replies to create your own rating scale (e.g. a 1-10 NPS scale, or your own preferred emojis or text).

Then configure what should happen when customers click the buttons, such as routing a low-scoring conversation to a team.

This will also trigger if closing a Customer ticket that was converted from a conversation.

How does reporting work for custom CSAT workflows?

To report on your own configured CSAT Workflow, make sure to apply a custom data attribute to your quick-reply buttons.

This can be done by first creating a conversation data attribute in the settings here using the text format. This will then appear as an option under the reply value button.

This will allow you to use Custom reports to report on your own configured CSAT, segmenting conversations by ratings and exporting the raw data to calculate your CSAT scores.

The built-in Customer satisfaction report will not apply to your own configured CSAT ratings, as this report depends on the pre-configured CSAT action.


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