I'm trying to gain more insights from our use base, we're rapidly growing our support team with hires all over the world, so I'm looking for more depth in conversation satisfaction through CES scores. (i am currently using Wootrics for this) My issue is, It looks like I have to manually send these surveys at the time of closing a conversation. I'm rubbish at this - Write out close message > Click Apps > Add Wootric > Choose Survey > Send. I feel I'm missing a trick here right?

Hi Josh,A fast solution would be to create a macro with a default close message and the Wootric app attached and explain to your agents always close a conversation with this Macro.But to automate more this process, I believe you could create a webhook to catch the 'close Conversation' event and trigger the workflow you need.

I hadn't even considered a webhook for this use case. Thanks, I'll check it out!

Is there a way to schedule or automate follow up messages to closed conversations? (for feedback NPS, CES etc)

Is there a way to schedule or automate follow up messages to closed conversations? (for feedback NPS, CES etc) | Community

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