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.

Hey @Josh Dowdy👋 Jacques here from Support Engineering.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 worldwe deal with mostly emailsand 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.

Sending CSAT to all users of group conversations

Sending CSAT to all users of group conversations | Community

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