Hi! We have a custom app/API-driven flow where customers chat with us over Slack/Teams and where our agents respond to them over Intercom. When our agents have completed a ticket, we’d like to request the customer to rate the conversation over email.
Is this possible?
+4
Hi
To request a customer to rate the conversation over email after closing a Conversation/ticket, you can enable email notifications for ticket status updates. When a Conversation or ticket reply hasn't been seen by a user after 3 minutes, an email notification can be sent.
To enable these notifications, you can go to Settings > Channels > Email and under Email notifications. For more information on how customers get notified via email, check out our Help Center - Push, email, chat and post notifications for customers 📌
You can also use the Teammate changes the conversation state Workflow trigger to send the CSAT survey to customers.
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