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
Answered
Workflow for collecting feedback (emoji don't work)
Best answer by Aleksei O
Hi
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 :)
+6Hi Nikita,
Yeah, the built-in emoji surveys won’t work in Russia because of the Roskomnadzor block, and there’s no way to fix them sadly. What you can try is 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.
Thank you for the answer, Joseph!
I’m making a draft for the workflow and have a follow-up question: Can we assign rating thought workflow?
For example: after closing the ticket there will be 5 buttons with the rating and if certain button is pressed Intercom adds rating
+3Hi
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 :)
Thank you for the answer
+3No problem
+3
В целом, я бы настроил такой воркфлоу по-другому (предложил идею в первом ответе), так как в текущем сетапе большой риск низкого количества ответов.
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOor
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.