Hi,
For agent CSAT ratings, there is currently an option to prevent customers from submitting a rating after a configurable period of time, see below:
Could the same "Prevent customers from rating after a given period of time" option be added to Fin AI CSAT options?
During a recent review of our Fin AI CSAT data, we identified several negative ratings that were submitted days, weeks and, in some cases, months after the original AI conversation. These ratings all reflected subsequent interactions or dissatisfaction with business outcomes rather than the AI response itself. Simply leaving a negative CSAT may not also encourage getting back in contact with us to resolve the new issue.
CSAT is intended to measure satisfaction with a specific interaction, allowing ratings indefinitely reduces the reliability of the metric and makes it harder to evaluate Fin AI performance or identify genuine areas for improvement.
Since this configuration already exists for agent CSAT, having feature parity for Fin AI would provide more reliable reporting while still allowing customers a reasonable opportunity to submit feedback.
Thanks!