Part of the rationale around the CX score is to replace the need of CSAT scoring.
I don’t send CSAT requests out as often as I used to, but I still like to offer the option.
However, when chatting with Intercom’s iteration of Fin, I’m asked to leave a CSAT score every time, which seems like overkill on its own, but it also makes the bot frustrating to use, which makes me use it less and less.