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Automate CSAT survey after conversation closure

Helpdesk
Users should have the ability to automatically send a CSAT survey to a contact immediately after a conversation is closed. This would streamline the feedback collection process and provide timely insights into customer satisfaction with support interactions.
Post type
💡 New feature
What part of Help Desk?
Posted by Silver Scone ·
Status: Completed12 comments

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Comments12

  • Markus Palm changed status to Completed
    Team•

    Apr 29

    Pinned

    CSAT ratings for conversations are now live!

    Automatically request a satisfaction rating from customers after a conversation closes wit custom rules via Workflows.

    You can already set these up, so once we get the advanced reporting live, you will have the data ready! :)

    • Markus Palm

      Team•

      Jul 28

      Hey! A quick follow-up here since both the new Reports product and Fibi AI Agent CSAT are now live!

      The prebuilt Conversation rating Workflow automatically sends customers a CSAT survey after a teammate closes a Conversation.

      Customers can choose from five emoji ratings and optionally leave a written comment. You can customize the delay and expiration period, wait for the customer to respond and create different Workflow branches for positive and negative ratings.

      The Customer Satisfaction report now lets you:

      • Track overall, teammate and Fibi CSAT

      • Analyze rating distributions and changes over time

      • Compare request and response rates

      • Review individual ratings and written remarks

      • Filter by rated agent, teammate or request channel

      • Drill into the Conversations behind every result

      Fibi can also request its own CSAT rating when it resolves or hands off a Conversation. This keeps feedback about the AI experience separate from feedback about the teammate who may handle the Conversation afterward.

      Learn more about Customer Satisfaction reporting →

  • Kelly Szabo

    •

    Apr 23

    Pinned

    Is there an update on this one at all? We are getting pushed for better analytics and feedback from clients and we are struggling as it is as its all manual.

    • Bruno H

      Team•

      Apr 23

      Hey Kelly! Yes, we are about to release phase 1 of this update today. After this, we are aiming to release a full analytics rework early next month. :)

      • Kelly Szabo

        •

        Apr 23

        That’s amazing thank you :) beats me trying to get zapier to do what i want haha

  • Lara Macarena Sastre

    •

    Aug 12, 2025

    This feature is essential for us given that the CSAT is our main Key indicator for our support team. Our goal is based on it and we need to be able to collect this data on every conversation we close. On Intercom, every time a conversation is closed, we have a workflow in place that sends de survey to every paying customer as soon as we close the conversation and we need to be able to replicate this ASAP.

  • John Lohr

    •

    Oct 29, 2025

    •

    Merged request

    •

    1 vote

    Automated Post-Chat Survey Integration

    Users need a direct and automated way to trigger a survey immediately after a live chat session to rate the level of service received. This would involve an integration that automatically presents a survey to users upon chat completion, without requiring manual URL redirection or complex user segmentation based on chat data.

  • Lucien

    •

    Mar 16

    •

    Merged request

    •

    2 votes

    Customer feedback

    Once a ticket is closed, customers should be able to leave feedback using either emoji reactions or a 1–5 star rating.

    This rating should be usable in workflows. For example, low ratings could trigger a follow-up, escalation, or route the conversation to a specific team, while high ratings could send a thank-you message or prompt the user to leave a Trustpilot review.

    Feedback should also appear in analytics so team performance can be tracked and the agents receiving the best ratings can be identified.

    This feature should work for both email and chat conversations.

    https://www.intercom.com/help/en/articles/9634546-ask-customers-for-a-conversation-rating

  • Björn from Mainter

    •

    Apr 17

    Yes, this is important for us too. I would also like the possibility to have automated CSAT for some ticket types and a [ x ] send CSAT property for some.

  • Lucas

    •

    Apr 29

    •

    Merged request

    •

    3 votes

    Automated post-conversation surveys

    I want the ability to automatically trigger a survey (like CSAT or NPS) to a customer immediately after a support conversation ends in the messenger. This would help in measuring customer satisfaction for specific support interactions.
    • Markus Palm changed status to Completed
      Team•

      Apr 29

      Pinned

      CSAT ratings for conversations are now live!

      Automatically request a satisfaction rating from customers after a conversation closes wit custom rules via Workflows.

      You can already set these up, so once we get the advanced reporting live, you will have the data ready! :)

  • Product team

    •

    Jul 28

    •

    Merged request

    •

    1 vote

    Automatic satisfaction follow ups in support chat

    I would like the ability to ask users if they are happy with the response or if they have other questions.

    If the user indicates they are happy with the response, the conversation should be able to be closed.