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Hello,

I hope you're doing well.

I’m currently trying to set up a customer satisfaction workflow to collect reviews across different platforms, but I’ve run into an issue.

Since we typically close conversations once we provide an appropriate answer, I configured the workflow with “Conversation rating requested is false.”

To avoid members receiving a “rate the conversation” prompt every time they send us a message, I added branches with conditions for “Last heard from more than/less than.” However, after making this adjustment, I’m no longer prompted to rate the conversation during testing. To test, I’ve set it up with a low threshold (1 day).

I’ve attached the workflow for your reference. If you have any insights as to why it’s not working as expected, I would greatly appreciate your guidance.

Thank you in advance for your help, and have a great day!

Hey there ​@Tanguy, Emily here from Support Engineering 👋🏼

From having a quick look at your workflow, I can see that the Conversation rating request attribute is a custom attribute. I am unsure as to how this works, do you populate this attribute when a rating has been sent? It might be better to use a tag here instead, so what you can do is if a conversation has been tagged by a Conversation rating request tag, it will not ask for another rating.
 

Here's a step-by-step guide to help you set up the workflow correctly:

  • Start by creating a new workflow in the Workflows section of your Intercom platform.
  • Use the "Teammate changes the conversation state" trigger to initiate the workflow when a conversation is closed.
  • Add an action to request a conversation rating from the customer.
  • Implement branches in your workflow to handle different customer responses based on the rating they provide.

By following these steps, you should be able to collect customer satisfaction ratings effectively without sending prompts after every message. Remember to disable the "Ask for conversation rating" in the basic settings if you're using workflows to handle this process to avoid conflicts that may arise from having both settings enabled simultaneously.

Thank you for your response ​@Emilygav !

The idea is to automate the process so that our team doesn’t need to take any manual action.

  1. A member of our team closes the conversation.
  2. The customer receives a rating request only if they haven’t contacted us in the past X months. This prevents us from requesting feedback every time they reach out.
  3. If the feedback is positive (5/5), they receive a message with a link to rate us on Google My Business or TrustPilot.
  4. If the feedback is negative, we simply thank them.

Which part of the workflow do you think might be causing an issue?

Looking forward to hearing from you, speak soon!

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