Hey there @Boom Management !
You are be able to do this, but only if you create a Custom Customer Satisfaction workflow, it won't be an option with the Pre-built CSAT bot we offer in Intercom.
Custom Bots now let you configure what happens to a conversation when you either close, open or snooze a conversation with the new "When a teammate changes the state of a conversation" trigger. This will allow you to send a customized bot message and the CSAT rating at the end of the conversation.
If you want to create your own Customized Rating request, you can build your own CSAT workflow using the same trigger (‘When a teammate changes the state of a conversation’) and clicking the ‘Closed’ state. You can then use Reply Buttons for the Rating options presented to the Customer and save their response as a Custom Attribute:
And depending on the score they give you in this path, you can direct them to a new path to leave a review on a 3rd party site.
The new Custom Bot trigger has conditions to help tailor orchestration of when CSATs should be fired:
- Total typed characters
- Teammate has replied
- Is group conversation
- Last customer reply
- Last teammate reply
- Conversation starter
- Created via API
- Conversation rating requested
Some important things to note:
- CSAT action is only available in the newly released ‘Conversation state changed’ trigger and in 'Reusable Bots'
- The conversation rating task bot will not fire if you've enabled a workflow using the 'When a teammate changes the state of a conversation' trigger and ‘Closed’ state (even if the CSAT action is not applied).
- When a teammate changes the state of a conversation’ bots will not fire over email yet. The conversation rating task bot will act as a fallback in email conversations.
You can learn more about triggering CSAT with Custom Bots in this article!
