If I enable Automatically close unresponsive conversations using rules, will it trigger a survey? | Community
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If I enable Automatically close unresponsive conversations using rules, will it trigger a survey?

  • June 20, 2021
  • 2 replies
  • 221 views

If I enable Automatically close unresponsive conversations using rules, will it trigger a survey?

Best answer by Roy

Hello @user619​ 👋, Welcome to Interconnect ✨

 

As far as I know, once the conversation gets closed Intercom should send a conversation rating request.

 

Keep in mind that their several criteria during conversation rating sending:

Operator only sends conversation ratings at the right time. A rating appears when a conversation matches the following criteria:

  • The conversation was replied to by a teammate.
  • The conversation is over 250 characters (including spaces, and replies from your teammate and customer). This helps ensure ratings don’t send for short conversations.
  • The conversation is closed within a week of the last reply. If you or the customer hasn’t replied to the conversation in seven days, we won’t send a conversation rating, to prevent them from appearing on old conversations.
  • It's not a group conversation. Operator will not send a rating request when more than one user/lead are included in the conversation.
  • A rating request hasn't been already sent in the conversation. Operator will only send a rating request once per conversation.
  • A user/lead started the conversation or replied to an ongoing message to visitors. Operator won’t send a rating request on conversations started from messages sent to Users or Leads, or Custom Bots.

 

More information about this topic can be found here.

2 replies

Roy
Top Expert ✨
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  • Top Expert ✨
  • Answer
  • June 20, 2021

Hello @user619​ 👋, Welcome to Interconnect ✨

 

As far as I know, once the conversation gets closed Intercom should send a conversation rating request.

 

Keep in mind that their several criteria during conversation rating sending:

Operator only sends conversation ratings at the right time. A rating appears when a conversation matches the following criteria:

  • The conversation was replied to by a teammate.
  • The conversation is over 250 characters (including spaces, and replies from your teammate and customer). This helps ensure ratings don’t send for short conversations.
  • The conversation is closed within a week of the last reply. If you or the customer hasn’t replied to the conversation in seven days, we won’t send a conversation rating, to prevent them from appearing on old conversations.
  • It's not a group conversation. Operator will not send a rating request when more than one user/lead are included in the conversation.
  • A rating request hasn't been already sent in the conversation. Operator will only send a rating request once per conversation.
  • A user/lead started the conversation or replied to an ongoing message to visitors. Operator won’t send a rating request on conversations started from messages sent to Users or Leads, or Custom Bots.

 

More information about this topic can be found here.


Where can we see the survey replies from the customer?