Description:
In our current CSAT workflow, we occasionally see customers accidentally click a negative rating and then immediately change it to a more accurate, positive score (e.g., from “Terrible” to “Great”). However, Intercom currently triggers workflow branches based on the first submitted CSAT rating, not the final one.
This results in workflows being misrouted, customers receiving unnecessary follow-ups, or agents being wrongly notified for poor feedback that was actually revised.
Request:
Introduce the ability for workflow branches to trigger only after the CSAT input is finalized, i.e., after a brief delay or when the customer has stopped interacting with the CSAT for a set time (e.g., 30 seconds). Alternatively, allow the workflow to consider the last rating submitted, not just the first.
Why it matters:
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Reduces false negatives in CSAT reporting
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Prevents unnecessary escalation or remediation steps
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Improves accuracy of agent performance tracking
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Enhances customer experience by respecting their updated input
We already use the “Wait for customer to give rating” toggle, but this doesn’t solve the issue of rating changes after the initial input.
Frequency:
This is not a rare edge case for us—we’ve seen multiple instances of customers correcting their rating within seconds, which shows this is a meaningful pattern, not a one-off.