a lot of inbound emails come in to my support mailboxes with multiply people on the email and I would like us to send out the CSAT email to all people in the conversation.
Answered
Sending CSAT to all users of group conversations
Best answer by Jacques Reynolds
Hey
Intercom's CSAT surveys are designed to be sent only when a conversation contains a 'back and forth' interaction with a single customer and at least one message from a teammate or bot. If a conversation includes multiple customers, a CSAT survey will not be sent because it is not possible for multiple people to rate the same conversation.
Therefore, you cannot send a CSAT to multiple people in a conversation via email. To ensure a CSAT survey is sent, you would need to have individual conversations with each customer separately.
+7- Intercom Team
- Answer
Hey
Intercom's CSAT surveys are designed to be sent only when a conversation contains a 'back and forth' interaction with a single customer and at least one message from a teammate or bot. If a conversation includes multiple customers, a CSAT survey will not be sent because it is not possible for multiple people to rate the same conversation.
Therefore, you cannot send a CSAT to multiple people in a conversation via email. To ensure a CSAT survey is sent, you would need to have individual conversations with each customer separately.
I think this is the wrong way to think about it, as in my world we deal with mostly emails and stakeholders are regularly CC’ed and can still judge a conversation without being part of it. We are missing out in a lot of great feedback because of this.
+6- Intercom Team
Hey
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!
I would like to add that it is very common for us as well in our business, and something that we would highly benefit from. Or at-least, if there are multiple people on the thread, can we have it default to the original request of the conversation/ticket?
This is a big issue for us too. Most of our interactions are with multiple participants via email as well. Not being able to send CSAT surveys on any of those really limits the amount of feedback we get, which is a disservice to our agents & customers.
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