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Please fix CSAT UX

Related products:MessengerReportingFin & AI
  • April 26, 2026
  • 4 replies
  • 87 views
T

I was digging why only few of our conversations have actual CSAT rating and I believe the reason is the terrible UX.

  • When the question is asked, only smileys appear which makes you think one click and that’s it.
  • But no, once you click on the smiley the text input with additional arrow appear, but they are in the inactive state so user has no idea he needs to actually click on the arrow.
  • The rating is submitted ONLY when the grey arrow is clicked.

Can someone please improve this or allow us to customize this form? Thank you.

 

4 replies

Roy
Top Expert ✨
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  • Roy
  • Top Expert ✨
  • April 26, 2026

Hey ​@Tom J  👋,

 

Hope you’re keeping well.

 

You’re bang on the target —the Intercom CSAT experience hasn't had a proper refresh in quite some time. In this AI-driven world, it feels a bit archaic to ask users to manually type out feedback.

 

Why shouldn't there be an AI-summarised option explaining why a user is leaving a specific score? We should be seeing intelligent "quick buttons" suggested based on the conversation context instead of making people graft over a keyboard. Fingers crossed the Intercom Product Team rolls out a revamped CSAT engine sooner rather than later.

 

In the meantime, a solid workaround is to leverage custom CSAT apps from the Intercom App Store. They allow you to truly bespoke the experience and ask the questions that actually matter to your bottom line. Hope that helps.

 

Have a Londonful day ahead! 💂

 

Cheers,

Roy 🇬🇧

🇬🇧 Top of the shop. Cheers from London.
Aleksei O
Innovator ✨
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  • Aleksei O
  • Innovator ✨
  • April 27, 2026

Hi ​@Tom J ! Totally agree with you here, but I would also like to point out that there are other CSAT tools you can take into use, such as Simple SAT: they have a completely different UI and might serve the purpose while Intercom fixes its own. 

Feel free to book a call with me here: https://calendar.app.google/gpYYAHW6M5j9inEN8
    T
    • Tom J
    • Author
    • New Participant
    • April 27, 2026

    Thanks ​@Aleksei O, I will check it out!

    Aleksei O
    Innovator ✨
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    • Aleksei O
    • Innovator ✨
    • April 27, 2026

    ​@Tom J Any time! As a side note, I don’t know if 3rd party CSAT tools would work with Fin specifically (at least they didn’t as of May 2025-ish), but would 100% work with Workflows and convos. 

    Feel free to book a call with me here: https://calendar.app.google/gpYYAHW6M5j9inEN8
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