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Trigger CSAT survey on conversation inactivity without closing

Outbound
I want to be able to automatically send a CSAT survey or rating request to a user after a period of inactivity (e.g., 3 minutes) without having to close the conversation first. Currently, it seems CSAT workflows are only triggered when a conversation state changes to 'Closed'. I want to collect feedback while the conversation is still open but inactive.
What part of Outbound?
Posted by Product team ·
Status: Already exists1 comment

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Comments1

  • Erik Kaljumäe changed status to Already exists
    Team•

    Jun 5

    Pinned

    Hi,

    Just to clarify - CSAT can be triggered for non-closed conversations as well.

    Here’s a minimal example:

    I’ve set the trigger to filter for a specific phrase, and that trigger sends the CSAT without the conversation being closed first.