Create attribute that tracks if Feedback is left in conversation ratings | Community
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Create attribute that tracks if Feedback is left in conversation ratings

Related products:WorkflowsMessenger
  • November 3, 2025
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There is no attribute of condition that can be used in workflow to branch if a feedback was left in a CSAT rating. 
This is problematic for us because we have our CSAT setup to be resent after a new message is sent by the agent if the CSAT was negative. 
But if the CSAT was negative AND they left a feedback, the user can’t actually change the CSAT, but with our workflow, they still get the invitation to rate again (without the possibility to change the rating). 

So a simple TRUE><FALSE attribute that detects if Feedback is left with the rating would help a great deal!