CSAT for Closed Conversation workflow problem: Can we use # of participants to determine paths? | Community
Skip to main content

We have a workflow that will ask the conversation participant for a CSAT rating after a team member closes it or resolves a ticket. You can see in the workflow below, we will pass to a reusable workflow if either:

  • a conversation rating request is false
  • or if a CSAT rating was not requested for any agent.

 

However, this creates a problem because Intercom does not send a CSAT rating request when there are multiple participants. Thus, users receive the message asking for a rating, but not the actual CSAT rating request. This is also confusing, because we’re sending a message that is asking for feedback, but not actually sending the CSAT rating request.

 

We recently had an issue where a user in a conversation with multiple participants kept replying to the message which kept opening up the conversation and delivering the automated message. Our team would manually close the conversation, but the user kept replying to the automated message which opening the conversation back up again. This happened on a loop about 4 - 5 times which was frustrating. I ended up having to just turn off the workflow, close the conversation, and then reenable the workflow to stop this from repeatedly happening. This prevented the automated message from delivering to the end user.

 

Is there a way to only request CSAT or only trigger a workflow for conversations that only have 1 participant? I wasn’t able to find that. Any help would be appreciated.

Hey ​@Jobi John 👋 Jacques here from Intercom Support. I hope all is well today!

Thank you for reaching out and describing the challenge you’re facing with CSAT (Customer Satisfaction) requests in conversations that have multiple participants.

Here’s a clear overview of how Intercom’s CSAT system works in these scenarios, along with available workarounds:

Intercom is designed so that CSAT surveys are not sent when a conversation includes multiple customers. This is intentional: it avoids confusion about who should receive and respond to the survey, since it’s not possible for multiple people to rate the same conversation. As a result, if there are several participants, the CSAT request simply won’t be sent - even if your workflow is set up to trigger it.

Currently, there is no built-in workflow trigger or condition that allows you to restrict CSAT requests (or related workflow steps) to only single-participant conversations. The workflow builder and reporting attributes do not provide a way to filter or branch based on the number of participants in a conversation.

While there isn’t a native solution, here are some practical approaches to help minimize confusion for your users:

  • Leverage the CSAT Survey’s Built-in Behaviour:
    Since Intercom won’t send a CSAT survey in multi-participant conversations, you can use a conditional branch in your workflow:
    • If a CSAT rating was not requested for any agent, end the workflow or take an alternative action.
    • This prevents sending a follow-up message asking for feedback when no CSAT survey was actually sent.
    • Note: This doesn’t stop the workflow from triggering in multi-participant conversations, but it does help avoid sending misleading messages.

  • Tagging or Custom Attributes (Advanced/Manual):
    If you have developer resources, you could use the API to detect conversations with multiple participants, tag them, and then use workflow conditions to skip CSAT requests or related messages when that tag is present. This is a more technical workaround and not available out-of-the-box.

  • Manual Monitoring:
    If this issue is rare, you may choose to monitor for conversations with multiple participants and manually intervene as needed.

There is no way to natively filter or trigger workflows based on participant count in Intercom at this time. The best available workaround is to use a conditional branch to avoid sending follow-up messages when no CSAT survey was sent. If you need more granular control, such as only triggering the workflow for single-participant conversations, this is not currently possible with built-in features.

Reply


Terms & Conditions