We use Intercom in Russia and due to blocking by Roscomnadzor we can’t collect surveys (customers see no emoji and either click the bad rating on accident or don’t leave any). My question is if we can somehow make a workflow which collects surveys and feedback? We can’t just use the “collect feedback” feature since the emojis don’t work

Hi @Nikita Vikulin👋Not entirely sure if you can assign standard rating attributes via workflow, but you can always create custom conversation attributes for the rating. Also, while the option to use reply buttons with text responses would work, I would much rather recommend getting a third-party CSAT app and hook it to your workflow. I used Simplesat in my org (but I think there are many other options), where you can customise emojis to your liking, and I have a hunch those won’t be blocked by РКН.Feel free to message me if you need more help with those! Можно и по-русски :)

Hi Nikita,Yeah, the built-in emoji surveys won’t work in Russia because of the Roskomnadzor block, and there’s no way to fixthem sadly. What you can tryis to swap them out with a Custom Bot or Series message using text or button options (like 👍 Yes / 👎 No in plain text or numbered buttons). That way customers can still respond, and you can tag their answers or trigger a workflow from it.If you need more granular details, another option is linking to an external form (Google Form/Typeform) and piping responses back into Intercom with Zapier or webhooks.

Workflow for collecting feedback (emoji don't work)

Workflow for collecting feedback (emoji don't work) | Community

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