Facebook Message CSAT Workflow keeps opening conversation back up.

Question

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

bernice · Accepted Answer

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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