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Automated CSAT Follow-Up for Fin

  • October 13, 2025
  • 1 reply
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Hey friends! 👋

I’m trying to set up an automated workflow that follows up when Fin receives a negative CSAT, but I don’t want it to trigger for any conversations handled by my human teammates. Just Fin.

Ideally, I’d like to automatically send a follow-up message to the user after they leave a low rating for Fin using native Intercom tools if possible. But I’m also open to creative solutions using external integrations (like Zapier, Make, etc.) if that’s what it takes.

The “When a conversation receives a CX Score rating” trigger does not work for this at all, and according to Intercom’s support articles, the “If teammate changes the conversation state” trigger does not apply to Fin closing the conversation. Has anyone set this up successfully, or found a clever workaround? 

Any advice, best practices, or snippets you can share would be so appreciated! 💖

Best answer by Emilygav

Hey ​@Alannah Carroll! Emily here from Support Engineering at Intercom 👋🏼

 

You absolutely can automate a follow‑up for low ratings that are specific to Fin (and not your human teammates). Here are the current best options—starting with native Intercom, then external workarounds if you need more control.

 

Option 1: Native, no-code inside your Fin Workflow

Goal: Ask for a rating only in Fin‑handled conversations, wait for the customer’s score, then branch and send a follow‑up if the rating is negative - without touching human‑handled threads.

Steps:

  • In your Fin Workflow path where you “Let Fin answer,” do NOT rely on the “Basics” CSAT setting, and avoid using the Fin step’s auto‑CSAT toggle for this use case. Instead, add a separate “Ask for conversation rating” step on the canvas right after Fin’s response. This step can be added to any workflow path, not just teammate‑based triggers.

  • In the CSAT step, toggle “Wait for customers to give a rating before continuing the Workflow,” so you can branch on the rating immediately after it’s given.

  • Add a Branch:

    • If rating is negative (e.g. 😠 or 🙁), send your follow‑up message (and optionally re‑open, assign, tag, etc.).

    • If rating is positive, do nothing or send a thank‑you.

Why this works for “Fin only”

  • CSAT attribution follows precedence: the most recent visible agent is rated; if no teammate is visible, Fin is rated (then chatbots). So if you keep this inside your Fin path without a teammate reply, the rating counts for Fin, not humans.

Set‑up gotchas to avoid

  • Turn off “Ask for conversation rating (CSAT)” in Basics/Simple Automations so it doesn’t conflict with or block your workflow’s inactivity/CSAT logic. Build CSAT into the workflow instead.

  • Fin closures won’t trigger teammate “Close” CSAT workflows. That’s expected - have CSAT live in your Fin path for this automation rather than relying on “teammate closes the conversation.”

  • Teammate replies interrupt and end active customer‑facing workflows - plan your follow‑up before a human enters, or branch to handover paths as needed.

 

Option 2: External automation (Zapier/Make/Custom) when you need full control

If you really need to key off Fin CSAT specifically (and not teammate CSAT), an API/webhook flow is reliable and channel‑agnostic:

High‑level flow

  • Subscribe to Intercom webhook topic: conversation.rating.added (fires when any conversation rating is added).

  • On webhook receipt, call Retrieve Conversation to inspect AI involvement and the rating:

    • Check ai_agent_participated = true and read ai_agent.rating to confirm it was a Fin rating and capture the score; Intercom’s reporting guidance shows you can query/search via ai_agent.rating for Fin CSAT use cases.

  • If Fin rating is negative, take actions via the API:

    • Re‑open or update the conversation state if needed and post a follow‑up message (Manage/Update Conversation endpoints).

1 reply

Emilygav
Intercom Team
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  • EmilygavIntercom Team
  • Intercom Team
  • 161 replies
  • Answer
  • October 24, 2025

Hey ​@Alannah Carroll! Emily here from Support Engineering at Intercom 👋🏼

 

You absolutely can automate a follow‑up for low ratings that are specific to Fin (and not your human teammates). Here are the current best options—starting with native Intercom, then external workarounds if you need more control.

 

Option 1: Native, no-code inside your Fin Workflow

Goal: Ask for a rating only in Fin‑handled conversations, wait for the customer’s score, then branch and send a follow‑up if the rating is negative - without touching human‑handled threads.

Steps:

  • In your Fin Workflow path where you “Let Fin answer,” do NOT rely on the “Basics” CSAT setting, and avoid using the Fin step’s auto‑CSAT toggle for this use case. Instead, add a separate “Ask for conversation rating” step on the canvas right after Fin’s response. This step can be added to any workflow path, not just teammate‑based triggers.

  • In the CSAT step, toggle “Wait for customers to give a rating before continuing the Workflow,” so you can branch on the rating immediately after it’s given.

  • Add a Branch:

    • If rating is negative (e.g. 😠 or 🙁), send your follow‑up message (and optionally re‑open, assign, tag, etc.).

    • If rating is positive, do nothing or send a thank‑you.

Why this works for “Fin only”

  • CSAT attribution follows precedence: the most recent visible agent is rated; if no teammate is visible, Fin is rated (then chatbots). So if you keep this inside your Fin path without a teammate reply, the rating counts for Fin, not humans.

Set‑up gotchas to avoid

  • Turn off “Ask for conversation rating (CSAT)” in Basics/Simple Automations so it doesn’t conflict with or block your workflow’s inactivity/CSAT logic. Build CSAT into the workflow instead.

  • Fin closures won’t trigger teammate “Close” CSAT workflows. That’s expected - have CSAT live in your Fin path for this automation rather than relying on “teammate closes the conversation.”

  • Teammate replies interrupt and end active customer‑facing workflows - plan your follow‑up before a human enters, or branch to handover paths as needed.

 

Option 2: External automation (Zapier/Make/Custom) when you need full control

If you really need to key off Fin CSAT specifically (and not teammate CSAT), an API/webhook flow is reliable and channel‑agnostic:

High‑level flow

  • Subscribe to Intercom webhook topic: conversation.rating.added (fires when any conversation rating is added).

  • On webhook receipt, call Retrieve Conversation to inspect AI involvement and the rating:

    • Check ai_agent_participated = true and read ai_agent.rating to confirm it was a Fin rating and capture the score; Intercom’s reporting guidance shows you can query/search via ai_agent.rating for Fin CSAT use cases.

  • If Fin rating is negative, take actions via the API:

    • Re‑open or update the conversation state if needed and post a follow‑up message (Manage/Update Conversation endpoints).


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