Would love the ability to close certain conversations but not send CSAT score.

@erin k​ there's a workaround for this, snooze the conversation one week then auto close using an automation based on relevant details like a tag or snooze. You can create a macro to use to perform this action if needed.

The automation should be something like if snoozed with no reply from user within x days, then auto close. You may need to use a tag for these.

I'm not remembering my exact setup but essentially if the conversation is more than one week old when it's closed, it won't send the CSAT.

At least that's how I had them setup I don't believe anything has changed recently to impact this.

If you need help with setting something up feel free to reach out.

Hope this helps

@erin k​ oh I just found one of my old posts on this with a screenshot, the interface may have changed since then but I was just confirming the rules for you.

https://forum.intercom.com/s/question/0D52G00005FhQRdSAN/is-it-possible-to-prevent-conversation-rating-requests-from-being-sent-to-a-particular-group-of-customers/p>

Oh ok this is a great workaround, thank you!! I wish snoozed time didn't affect time to close, but this will definitely work for me right now. Thanks!

Yeah that's unfortunate that it may have a negative impact on reporting but hopefully helpful enough in the meantime and not the majority of the conversations.

If you need another workaround, let me know maybe we can figure something out together, happy to help talk it through.

It would be good if you could define a different workflow or end action for some types of conversations because not everything is the same.

I haven't thought about this in a while, I should review what new things may be possible with recent updates.

Yeah this workaround does work but it is terrible for KPIs, we requested the ability to silently close conversations maybe 3 years ago and still waiting.

There is actually a way to do this now.  In the custom bots, there is a bot called “when a teammate changes the state of a conversation” 

You can create a bot there, and set the rules in it of when to trigger the csat survey. 

You would turn off the regular setup, and only have it trigger from this new bot based on your rules.

@sharleen @Jennifer K Is there a way to do it on a case by case basis, or only the bot? So if I have someone who is managing a conversation and needs to close it but just for that one conversation doesn’t want to send CSAT, how would you avoid it on that conversation?

@Erin K I usually go out of my way to prevent my team members from avoiding surveys….But, if you wanted to do this….

you can create a custom conversation data field (list) for this purpose (maybe a list of reasons why it doesn’t qualify for a survey?) and have the agent set that field before closing the chat.  Then, set your “When a Teammate changes the conversation state” bot that triggers the survey rules to look at that field when determining whether or not it will show.

I have added workarounds to this article to prevent CSAT ratings from being sent in these cases: 

I agree. If you block a scammer it should automatically keep a CSAT from firing off. there is a reason the person was blocked. I dont think haveing a work around is needed when blocking a scammer or a person should auto close that.