Allow the customization of sending the survey: have the option to configure which types of tickets the CSAT should be sent to
complete
M
Manuela Farias
Today, every time a ticket is solved, the CSAT is submitted. It should be possible to configure what types of tickets the CSAT is sent on.
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Consolidated from the post “Filter for submitting CSAT” :
Allow the blocking of the sending of CSAT in certain calls (e.g., cases of spam). Today there is no option to filter which interactions receive the survey or not.
M
Manuela Farias
updated the status to
complete
M
Manuela Farias
🚀 New functionality in Cloud Chat: conditional CSAT by automation
Now the satisfaction survey (CSAT) can be sent conditionally through an automation, and not just in “all or nothing” mode per inbox. With the new
Submit Satisfaction Survey (CSAT)
action, you define exactly when and to whom the survey is sent.What changes in practice
- Send the CSAT only to a specific team, channel, priority, or tag
- Trigger the search only under the conditions you define (for example, outside business hours)
- At most one search per conversation — no resubmission on tickets that reopen and close multiple times
- To use conditional mode, turn off the inbox CSAT and set up automation
The functionality is now available in Cloud Chat.
Eduardo Fukumoto
updated the status to
in progress
Eduardo Fukumoto
I consolidated here the post 'Filter for sending CSAT' (same topic: control/filter on which tickets the CSAT is sent).
K
Karina Santos
It would be very important if the survey at the end of the service was personalized, and without restricting the number of searches.
M
Manuela Farias
Suggestion: sending a conditional CSAT to the Daniel Conde Feitosa team
Ian Kraskoff
updated the status to
under review