How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product.
What steps should I follow to achieve this in the automation?
Answered
Customized CSAT
Best answer by Jacques Reynolds
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).
+7- Intercom Team
- Answer
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).
Jacques Reynolds
HI
"I'm interested in this workflow, but I have a question: How will this be reflected in the reports?"
- Intercom Team
Hey
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
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).
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 ?
+6- Intercom Team
Hey
Yes this is doable, but not with a built‑in “send to X% at random” toggle.
What you can do (two practical options)
-
Deterministic monthly cohort (recommended)
Create a custom attribute (for example,csat_cohortwith values 0–4). Assign each contact a cohort deterministically (e.g., hash their user_id) so it’s stable. Target one cohort per month (20% each month) and rotate 0→1→2→3→4 across months. This gives you a clean 20% sample and ensures even coverage over time. You’ll manually or programmatically update the attribute each month.
-
Quick “last‑digit” rule (fastest to ship)
If your contact IDs are numeric, target users whose user_id ends with 0 or 1 to approximate 20%. It’s simple and widely used as a lightweight sampling hack.
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