Hey there @Jérémy Le Vacon, Emily here from Support Engineering at Intercom 👋🏼
It's possible to offer a 1–10 customer satisfaction scale in Intercom, though it isn’t the default CSAT format. The built‑in CSAT that triggers at conversation close uses 5 options (emoji-based) by default.
Two ways to use a 1–10 scale
Note: Surveys are part of Proactive Support Plus on current plans.
Recommendation
- If you specifically need CSAT at the moment of conversation close (and want it visible in the thread), go with the custom Workflow approach and report via a custom attribute.
- If you want a standardized 1–10 research metric across channels (and potentially NPS), use Surveys.
Hopefully this helps Jérémy! ☺️
That’s a really clear explanation, Emily customizing the workflow this way shows how flexible Intercom can be for detailed metrics, especially when aligning survey insights with Professional Tax Advisory Services that rely on precise client feedback systems.
