Skip to main content
Answered

Customized CSAT


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?

Best answer by Jacques Reynolds

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).

View original
Did this topic help you find an answer to your question?

4 replies

Jacques Reynolds
Intercom Team
Forum|alt.badge.img+4

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).


  • Author
  • New Participant
  • 1 reply
  • August 8, 2024

Just perfect, tanks a lot Jacques.


Forum|alt.badge.img
  • Connector
  • 6 replies
  • December 25, 2024

HI 

"I'm interested in this workflow, but I have a question: How will this be reflected in the reports?"

 

 

 

 


Forum|alt.badge.img+4

Hey ​@User281 Ebenezer here from Engineering Support👋.

You should be able to see the reports of the CSATs if you create a custom report,

Let us know if this doesn't work for you.


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings