Skip to main content
This page is for existing workflow-builder CSAT survey flows.
Move existing CSAT workflows to the CSAT AI Agent example over time, not only new surveys. Follow the migration guide to test a controlled rollout and turn off the overlapping CSAT workflow once the replacement is proven. Create an AI Agent, and open Workflows only during migration or for necessary maintenance.

​
Requirements

Before you add a CSAT action, make sure:
  • the workflow has ticket context, such as a resolved or closed-ticket trigger
  • the customer has contact information for the selected channel
  • the ticket has a valid channel
  • your message is short enough for the channel

​
Maintain a CSAT survey action

1

Add the action

In the workflow builder, open the existing flow or click the plus button and select CSAT Survey.
Add CSAT Survey action in the workflow builder
2

Choose channel messages

Enable the channels where you want to send surveys.
CSAT Survey channel tabs
3

Write the message

Use the editor to write a message and insert variables with /.
CSAT Survey message editor with variables
4

Preview and test

Use the workflow tester to preview the survey for each enabled channel.
Preview of a CSAT email survey

​
Channel behavior

Email supports formatted messages, {{likert_scale}}, and {{survey_link}}.

​
Useful variables

  • {{contact.firstname}}
  • {{contact.lastname}}
  • {{ticket.ticket_number}}
  • {{ticket.subject}}
  • {{survey_link}}
  • {{likert_scale}}
Channel signatures are added automatically based on the channel configuration.

​
Analytics

CSAT analytics show satisfaction score, response rate, agent performance, trend analysis, and customer comments.
CSAT survey analytics dashboard

​
Best practices

  • Send surveys shortly after resolution.
  • Keep the message simple.
  • Use the customer’s name and ticket context.
  • Test each channel before publishing.
  • Review analytics weekly.

​
Troubleshooting

Check that the ticket has contact information, the channel is enabled, and a survey was not already sent for the ticket.
Check the variable spelling and confirm the data exists on the contact or ticket.
Shorten the message, send closer to resolution, and use the customer’s preferred channel.
Create shorter channel-specific templates, especially for social channels.