It would be great to build workflows based on user feedback from Fin interaction. So if the CSAT is sent by Fin, and feedback sentiment is negative, we could offer escalation to Support, for example.
Submitted
Workflow triggers for when user submits Fin CSAT
+4Hey there
I agree! This would be a super handy feature to have. I’ll let the team know of this feature request 💪🏼
For again, you can share feature ideas on our Intercom Wishlist page here → https://community.intercom.com/ideas
Here, ideas can be shared, upvoted etc. and are then reviewed by our product team!
For now, this functionality could be achieved using webhooks and API’s in a custom integration. If you want to learn how you can get in touch with our support team and we would be happy to help!
+3- Intercom Team
Hi
I’ll let our Product Team know this is a feature you’re eager for 🚀
Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there.
Same request here, but NOT only for FIN related CSAT we would like to have a workflow triggered to send an notification in Intercom + reopen the conversation when relevant
- Usecase 1 > Feature publicly good comments recieved to the team
- Usecase 2 > Surface ASAP bad CSAT so we can act on it.
+6- Intercom Team
Hey there
I agree! This would be a super handy feature to have. I’ll let the team know of this feature request 💪🏼
For again, you can share feature ideas on our Intercom Wishlist page here → https://community.intercom.com/ideas
Here, ideas can be shared, upvoted etc. and are then reviewed by our product team!
For now, this functionality could be achieved using webhooks and API’s in a custom integration. If you want to learn how you can get in touch with our support team and we would be happy to help!
+4Trevor here from MultiTracks.com here and would 100% benefit from this as well. Seeing a lot of conversations where the customer leaves negative CSAT response for Fin, and their question is not answered, but the customer stops seeking support and never reaches back out. Hence, we’re billed for the “assumed resolution” and we have an unhappy customer we lost in the void. Having a trigger event for a CSAT rating would be huge. And very helpful for other use-cases as well! Like -reopening a teammate closed ticket after getting a negative CSAT. rating just so the team member can reach back out and make sure they were able to take care of the customer.
Adding a plea for CSAT workflow triggers 🙏 Just as CX score has been added as a trigger, being able to trigger workflows based on the receipt of a CSAT rating (Fin and Agent both) would be immensely helpful for simplifying our operations and helping us stay nimble as we enable our team to follow up with the customers who need it most
Came to upvote this. We would also benefit from intervening at the right time when a bad experience has happened and want to automate the alert of it based on Fin’s CSAT (not CX score). Ideally I just want the system to open the convo and park it in the team’s inbox to review and reach out in person. Currently I have to manually scan comments or look for terrible ratings and then assign manually which costs too much time, and is often delayed by my ability to fish it out in time.
Hi All!
A bit late to the convo - but our tool Supportman does exactly what you are talking about here. Check us out at supportman.io.
If you are keen - I am happy to give anyone here a 2 month free trial, just email team@supportman.io
All the best!
Tahnee
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