Skip to main content

Trigger workflow on bad rating (CSAT)

Helpdesk
I want to be able to trigger a workflow when a customer leaves a bad rating (CSAT). This would allow me to automatically assign the conversation to a teammate and reopen it for review and follow-up. Currently, workflows only trigger on state changes and cannot act on the rating itself.
Post type
💡 New feature
What part of Help Desk?
Posted by Amr from Lunch Flow ·
Status: Already exists1 comment

Log in to comment and vote

Comments1

  • Erik Kaljumäe changed status to Already exists
    Team•

    Jun 22

    Pinned

    Hi,

    Thanks for the feedback.

    This is actually already supported.

    A minimal workflow example would be:

    • A conversation related trigger

    • CSAT: Ask for rating

    • Branch: Conditional flow if customer leaves a bad CSAT rating

    • Branch flow: Send a message or conduct any actions you deem necessary

    Here’s a screenshot as well:

    Let me know if I can expand on the topic or assist with anything else