Answered

How can I trigger Csat manually?

  • 18 April 2022
  • 1 reply
  • 182 views
U

Currently, with "Ask for conversation rating", the operator sends the cast rating when a conversation is closed the first time ( provided it meets the criteria).

 

But we do open the conversation again and try to resolve the customer queries, once doing that can I trigger the cast again manually or automatically when the conversation closes the second time, without using a third-party app.

 

By using a third-party app, we will lose the cast report generated by intercom internal report and further downstream where we use intercom db

 

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Best answer by Beth 18 April 2022, 16:58

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B

Hi @user718​ Thanks for reaching out! Manually triggered CSAT through our Operator feature is not possible at this time. Like you mentioned, it will require meeting a number of requirements to be sent out on a customer initiated conversation and sent out the first time the conversation is closed. Have you tried utilizing the snooze feature, rather than closing, in the event that it's a matter of needing more time to resolve the end user's issue? This way you can snooze the conversation while your team investigates further and allow you to close the conversation, and CSAT, once you've resolved.

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