We currently use Fin for Zendesk Messaging and have noticed that when using Fin CSAT, users have an unlimited window to submit their survey response even after a conversation has been “closed”. This results in users sometimes submitting responses over a month after the initial conversation took place, which may not be fully indicative of their experience.
How do other Fin customers handle this? Is there a workaround besides disabling Fin CSAT?
Answered
CSAT Submission Window
Best answer by Christopher Boerger
Hey Kevin! Great question, and you're definitely not alone in hitting this.
Unfortunately, there's currently no native way to set a CSAT submission deadline for Fin AI Agent — this applies to both the Fin Messenger and Zendesk Messaging deployments. Customers can submit (or update) their rating at any time after the conversation closes. This is a documented limitation.
There is a related setting — "Prevent customers from changing their rating after a given period of time" — which you can enable in your Fin workflow under the CSAT options. But as the name suggests, this only blocks re-submissions after a set window; it won't stop a customer from leaving their first rating weeks later.
The feature you're looking for ("Prevent customers from rating after a given period of time") does exist for regular Chatbot and Inbox CSAT, but isn't supported in the Fin AI Agent workflow yet. Intercom's support engineering team confirmed this 8 months ago in this community thread, and noted the feedback has been passed to the product team: Fin AI Agent to have "Prevent customers from rating after a given period of time" — worth adding your +1 there to help push it forward!
In the meantime, the best partial workarounds are:
- Adjust your CSAT triggers — in your Fin workflow, under the "Ask for conversation rating (CSAT)" toggle, you can choose to only send the survey when the customer becomes inactive (rather than both triggers). This means the survey fires closer to the actual conversation moment and reduces the window for very delayed responses. → Measure and report on Fin CSAT / Fin for Zendesk messaging: Setup
- Enable "Prevent customers from changing their rating" with a short window — this at least locks in the first rating quickly and prevents retroactive score changes. → Analyze and report on Fin AI Agent CSAT
Prevent customers from changing their rating
Hope that helps for now — fingers crossed Fin gets the full submission window control soon! 🤞
+4Hey Kevin! Great question, and you're definitely not alone in hitting this.
Unfortunately, there's currently no native way to set a CSAT submission deadline for Fin AI Agent — this applies to both the Fin Messenger and Zendesk Messaging deployments. Customers can submit (or update) their rating at any time after the conversation closes. This is a documented limitation.
There is a related setting — "Prevent customers from changing their rating after a given period of time" — which you can enable in your Fin workflow under the CSAT options. But as the name suggests, this only blocks re-submissions after a set window; it won't stop a customer from leaving their first rating weeks later.
The feature you're looking for ("Prevent customers from rating after a given period of time") does exist for regular Chatbot and Inbox CSAT, but isn't supported in the Fin AI Agent workflow yet. Intercom's support engineering team confirmed this 8 months ago in this community thread, and noted the feedback has been passed to the product team: Fin AI Agent to have "Prevent customers from rating after a given period of time" — worth adding your +1 there to help push it forward!
In the meantime, the best partial workarounds are:
- Adjust your CSAT triggers — in your Fin workflow, under the "Ask for conversation rating (CSAT)" toggle, you can choose to only send the survey when the customer becomes inactive (rather than both triggers). This means the survey fires closer to the actual conversation moment and reduces the window for very delayed responses. → Measure and report on Fin CSAT / Fin for Zendesk messaging: Setup
- Enable "Prevent customers from changing their rating" with a short window — this at least locks in the first rating quickly and prevents retroactive score changes. → Analyze and report on Fin AI Agent CSAT
Prevent customers from changing their rating
Hope that helps for now — fingers crossed Fin gets the full submission window control soon! 🤞
+5Hi
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