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Facebook Message CSAT Workflow keeps opening conversation back up.

  • 9 January 2024
  • 1 reply
  • 19 views

I am using a workflow to sent a CSAT rating request after the conversation has been closed. Every time a customer is responding to channels (Facebook & Instagram) that they have to send a message, the chat is reopening. Then when we close them again, it send them the CSAT rating request again.

 

Has anyone found a work around this, or is there something that I am missing?

 

Thanks in advance,
Brandon

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Best answer by bernice 16 January 2024, 11:50

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Userlevel 3
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Hey @Brandon Foret! This is unexpected behaviour, as the CSAT rating is only sent once for every conversation, so it won't send every time the conversation is re-closed.

I’m going to pass you over to the support team so we can take a further look into this for you!

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