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How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product.

What steps should I follow to achieve this in the automation?

Hey Bruno 👋 Jacques here from Support Engineering!

You can navigate to the Workflows setting and select the trigger ‘Teammate changes conversation state’ and then select ‘Closed’ as the option to setup your Workflow to only send the CSAT Survey when a Conversation is closed.

You can then send a message instructing the User to rate your Analyst, and then add the CSAT block. Then send another message asking the User to rate your Product/Company and then add another CSAT block.

It would look something like the image attached below!

Also note that you can configure the Workflow to wait for a User to answer the survey before advancing to the next point in the Workflow (see second attached image).

Just perfect, tanks a lot Jacques.

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