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Workflow and CSAT


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Hello, Intercom community. I would like to build the following flow:
For the conversations on the specific team, once the dialogue has been closed wait for T amount of time. If after that time the conversation was never moved to another state - send native CSAT module. If during the T waiting period the conversation moves to another state, the waiting period resets.

After the customer rates the conversation, send the customer a message based on the rating that was set for the conversation.

 

Still cannot figure out how to do it with the native rating request from. Maybe you guys have some advice

Best answer by Racheal

Hey @Denis Taranets Racheal from the support engineer team here👋 

 

It seems like the part you are stuck on here is the automating of a message based on a user’s CSAT rating, is that right? You are spot on that a Workflow will not continue on after a rating is sent out, and an Outbound message would create a new thread. You would be able to use our REST API and our webhooks to write a script or app to do this, however, it would require some dev resources on your end. Before getting started I would suggest reviewing our developer documentation to see the available endpoints as you explore what’s possible. Essentially you would want to subscribe to the conversation.rating.added    webhook and listen for the conversation_rating  value. Then you can write a script to reply to the conversation by grabbing the conversation_id from the webhook response.

 

If you don’t happen to have a developer on hand you could also look into using a 3rd party automation tool, such as like Zapier, instead.

 

I hope this helps!

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5 replies

Diana Tripac
Intercom Team
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  • Senior Community Program Manager @Intercom
  • 151 replies
  • August 22, 2023

Adding @Nathan Sudds and @Milan in case they have any ideas on that 👍


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  • Active User
  • 31 replies
  • August 25, 2023

This is totally do-able with the new workflows.  Turn off the standard setting that is sending it for everyone.

Create a new workflow when a teammate changes a conversation state.

Enter in your criteria for the workflow (if you only want this for certain conversations, set those rules)

then set a wait step

then an action step to initiate the csat

 

You should be able to create a message based on the csat response.  I don’t know if this would be in a workflow here or in an outbound post, but it should be possible.


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Unfortunately, there are a few nuances. After the csat request you can only end the flow, you cannot add any additional steps. I tried to create another workflow based on the rating of the conversation, but it did not pick up the pace when the conversation got evaluated 

Outbound is not an option here since it will mean that it is a separate message outside the correspondence line. It will create too much of a mess in the correspondence history of a customer and will annoy them too much 


Racheal
Intercom Team
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  • Customer Support Engineer
  • 512 replies
  • Answer
  • August 29, 2023

Hey @Denis Taranets Racheal from the support engineer team here👋 

 

It seems like the part you are stuck on here is the automating of a message based on a user’s CSAT rating, is that right? You are spot on that a Workflow will not continue on after a rating is sent out, and an Outbound message would create a new thread. You would be able to use our REST API and our webhooks to write a script or app to do this, however, it would require some dev resources on your end. Before getting started I would suggest reviewing our developer documentation to see the available endpoints as you explore what’s possible. Essentially you would want to subscribe to the conversation.rating.added    webhook and listen for the conversation_rating  value. Then you can write a script to reply to the conversation by grabbing the conversation_id from the webhook response.

 

If you don’t happen to have a developer on hand you could also look into using a 3rd party automation tool, such as like Zapier, instead.

 

I hope this helps!


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Thank you, understood. This is how I’m doing it right now

I was hoping that with the Workflow I can reset all the stuff via UI and have more control over it without the need to bother dev team. 
 

If it is possible, please, add it to the product wishes 


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