Hi ​@Lillian Reid !

This is a question I also faced when I owned a workplace with live support. My personal impression over the years was that Intercom wasn’t investing too much into the CSAT part (apart from integrating it into Fin, and that’s a win for sure), but there are a couple of paths from the Support Ops perspective you can take:

1. If the supervisor has a seat in Intercom, you can always add a convo attribute where you would mark conversations with an invalid CSAT score. Then, you can filter out those conversations in the report.
2. Then there is a more expensive method, where you can use third-party tools with Intercom integration that allow you to delete feedback. There are multiple options on the market, but I used Simplesat. It’s a bit wonky but the support is great.

Let me know if you’d like a few more tips or help with the setup!