Understand how well your AI agent conversations are performing with a Fin CSAT (Customer Satisfaction) survey. You'll be able to measure your customers’ satisfaction with every Fin AI Agent conversation, and identify conversations and areas that are performing well or in need of improvement.

By enabling Fin CSAT, a survey can appear in a conversation over the Intercom Messenger when:

When a customer responds with negative feedback, if the Fin profile has a handover enabled, the CSAT survey can be placed anywhere in the handover, before a teammate enters the conversation.

If a teammate enters the conversation, another CSAT survey will appear at the end of their interaction if this is enabled in Simple automations, or as part of another Workflow.

You can enable Fin CSAT by:

Fin CSAT can be configured through Workflows. This is recommended if you're already using Workflows as it gives you greater control and flexibility.

Go to Automation > Workflows and open a new or existing Workflow. Create a path and select the Let Fin answer step.

When you click the Let Fin answer step, a side panel will appear where you can toggle on the option to send a Fin CSAT survey.

You can choose to either send CSAT:

You also have the option to enable "Prevent customers from changing their rating after a given period of time" and then specify the hours.

This won't prevent customers from submitting an initial rating after the specified time, it will only prevent them from changing their rating.

To send a CSAT survey after a conversation is passed to human support, insert a CSAT step after the escalation point in your Workflow:

When a CSAT step is placed after the escalation point in a Workflow, the CSAT survey will be sent whether Fin AI Agent, a teammate, or both were involved in the conversation.

If you want to prevent the CSAT survey from being sent in AI agent-only conversations, then you can use the Teammate has replied predicate in your Workflow audience targeting or a branch condition.

To prevent Fin CSAT from being sent in AI agent-only conversations, add Teammate has replied as a condition in your Workflow's audience targeting settings:

To prevent CSAT from being sent in conversations handled entirely by Fin AI Agent, add a Branch step to your Workflow and set the condition to Teammate has replied: true. Route the branch where no teammate was involved to skip the CSAT step.

You can see your Fin CSAT score when using Fin AI Agent reporting:

The Remarks charts show all the customers’ conversation ratings broken down into each remark:

You can drill in to each chart to read the remarks and view the conversations customers had with Fin.

In custom reports, you can build charts using the following Fin CSAT metrics:

You can also select + Add filter at the top of any report and then select “Fin Conversation Rating”, which filters the report by the rating given to Fin AI Agent conversations.

Conversation rating dataset provides details at the conversation rating level, including:

Attributes in the Conversation rating dataset allow for more comprehensive and granular reporting of teammates, Fin AI Agent and chatbots involved in a rated conversation when working together:

CSAT attributes in the Conversation rating dataset are only available for customers who have access to custom reports on the Advanced and Expert pricing plans.

The Fin CSAT rating will appear in the conversation. This way, teammates have upfront context on how a customer is feeling before they engage with them.