Hey Bruno Jacques here from Support Engineering!

You can navigate to the Workflows setting and select the trigger ‘Teammate changes conversation state’ and then select ‘Closed’ as the option to setup your Workflow to only send the CSAT Survey when a Conversation is closed.

You can then send a message instructing the User to rate your Analyst, and then add the CSAT block. Then send another message asking the User to rate your Product/Company and then add another CSAT block.

It would look something like the image attached below!

Also note that you can configure the Workflow to wait for a User to answer the survey before advancing to the next point in the Workflow (see second attached image).

Just perfect, tanks a lot Jacques.

HI 

"I'm interested in this workflow, but I have a question: How will this be reflected in the reports?"

Hey ​@User281 Ebenezer here from Engineering Support.

You should be able to see the reports of the CSATs if you create a custom report,

Let us know if this doesn't work for you.

Hey ​@Ebenezer.Laleye, can you say a bit more about the custom report answer? For example, how would we know which CSAT ratings apply for just the analyst, vs. the company/product, in reporting? Is there a way to differentiate or keep them separate?

I tried this and a change to 1 CSAT block updates all the other ones, too. How do I prevent that?

Same issue that’s already been shared - this solution doesn’t seem to be valid. You “can” add two CSAT requests to the same conversation, but selecting a rating on one of them changes the rating on the other. 

Is it possible to randomly ask for CSAT ? Like to ask it for 20 % of our database activity of the month ?