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.
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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:
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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!