We currently use cloud native search, where the customer needs to click on a link and open another interface for answers. As an idea, we would like the answer to be made directly in the conversation box with the customer, and can be customized to enter Resolution Rate (problem solved or not) + CSAT.

The idea is to increase the response rate and differentiate resolution from satisfaction with service.

If this is not possible, we were able to create the survey here, but we would need the Eddie API integration of the answers, so as not to have to handle them manually by spreadsheet.