I understand the logic behind why CSAT’s aren’t sent in group conversations because it won’t know who is filling it out. An easy workaround is that if it is a group conversation and CSAT is sent it will ask the user to type their name. Really would appreciate this as 95% of our conversations are group conversations and I will likely switch to a typeform instead but would much rather keep everything in intercom.
Submitted
CSAT Multiple Participants
This is super important for our org as well. Our larger customers very often have multiple people involved in a ticket, this limitation means we are excluding some of our most important customers feedback from our data set. Another option instead of asking for them to type their name could be to default to whoever opened the conversation/ticket. This would allow all customers to evaluate their experience while limiting the possibility of duplicate CSATs on the same ticket.
I saw today there is a new feature of Fin , Multi-Participant Controls for Email --
Multi-participant and CC'd threads are one of email's messiest situations. Now you set deterministic rules for exactly how Fin behaves.
Decide who Fin replies to: When Fin does respond, it can reply to everyone or only to the sender.
I know this is Fin related, but would be amazing if the same could be applied for CSAT scores when there are multiple participants. the system already has the primary owner of the conversation, and as a support team we are constantly working tickets with multiple people, and very rarely is a conversation raised by one individual from start to finish.
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