a lot of inbound emails come in to my support mailboxes with multiply people on the email and I would like us to send out the CSAT email to all people in the conversation.
Answered
Sending CSAT to all users of group conversations
Best answer by Jacques Reynolds
Hey
Intercom's CSAT surveys are designed to be sent only when a conversation contains a 'back and forth' interaction with a single customer and at least one message from a teammate or bot. If a conversation includes multiple customers, a CSAT survey will not be sent because it is not possible for multiple people to rate the same conversation.
Therefore, you cannot send a CSAT to multiple people in a conversation via email. To ensure a CSAT survey is sent, you would need to have individual conversations with each customer separately.
+7- Intercom Team
- 216 replies
- Answer
Hey
Intercom's CSAT surveys are designed to be sent only when a conversation contains a 'back and forth' interaction with a single customer and at least one message from a teammate or bot. If a conversation includes multiple customers, a CSAT survey will not be sent because it is not possible for multiple people to rate the same conversation.
Therefore, you cannot send a CSAT to multiple people in a conversation via email. To ensure a CSAT survey is sent, you would need to have individual conversations with each customer separately.
I think this is the wrong way to think about it, as in my world we deal with mostly emails and stakeholders are regularly CCβed and can still judge a conversation without being part of it. We are missing out in a lot of great feedback because of this.
+6- Intercom Team
- 124 replies
Hey
Iβll let the team know of this feature request πͺπΌ
For again, you can share feature ideas on our Intercom Wishlist page here β https://community.intercom.com/ideas
Here, ideas can be shared, upvoted etc. and are then reviewed by our product team!
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