CSAT options

  • 26 September 2023
  • 2 replies


I am looking to change the options of the CSAT ratings.  Specifically, the current CSAT options gives the visitor 5 faces to choose from when rating how their service was.  Is there a way to choose just a ‘Thumbs Up’ and a ‘Thumbs Down’ option when asking the visitor to rate the messenger conversation?



Best answer by Larissa Alberti 27 September 2023, 17:57

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Hey @Nicole Woodring 👋

Larissa here from Intercom Support. Thanks for reaching out!

At the moment, when using Intercom CSAT App, you can only have the ‘Rate your conversation’ message with the 5 faces. However, you can create your own app, as per the screenshot below:























Alternatively, if you have Workflows in your subscription, you could create a workflow as the example below and turn off the ‘Ask for conversation rating’ feature. This workflow would be sent whenever a conversation was closed 👇
























I hope this helps! If you have other questions, feel free to reach out to us here or to send a message to our support team 😊


I have a follow-up question. We’re using Workflows for our CSAT, however, reply buttons aren’t supported in email. What do you recommend as a solution?