Recipe — Send a CSAT survey after resolution

Wait three hours after a conversation is marked Done, then send the caller a CSAT survey. Throttled per contact so even busy customers get at most one survey a week.

What this rule does

• Trigger: A conversation’s status changes to Done.
• Wait: 3 hours (lets the agent’s last message settle).
• Action: Send the configured CSAT survey for that channel.
• Throttle: 1 fire per contact per 7 days, so a chatty customer with five conversations in a week only gets one survey.

Before you start

• A CSAT survey configured for the relevant channels
• Conversation resolution thresholds set up — see Settings — Conversation Resolution

Build it

• 1 — Trigger — Status changed
• 2 — Condition — previous status not equals done AND new status equals done
• 3 — Branch — Always
• 4 — Action 1 — Wait — 3 hours
• 5 — Action 2 — Send CSAT survey
• 6 — Throttle — Per contact, 1 per 10080 minutes (7 days)

The first condition (previous status not equals done) prevents the rule from firing redundantly if a Done conversation gets reopened and re-Done’d in quick succession.

Simulate before enabling

Simulate Execution against the last 30 days of conversations resolved to Done. Spot-check the matches — every Done conversation should be in the list. Verify the throttle is honored: filter for contacts with multiple Done conversations in the last week, and confirm only the first match per contact would actually fire.

Verify it worked

Resolve a test conversation to Done. Wait three hours and confirm the CSAT survey is delivered to the contact. Open Manual Executions and review the run’s actions — both Wait and Send CSAT survey should show success.

Variants

• Different waits by channel. Email tolerates a longer wait (24 hours), chat needs a shorter one (15 minutes). Use multiple branches keyed on conversation.channel with different Wait values.
• Skip surveys for short conversations. Add a condition conversation.message_count greater than 2 so trivial one-message conversations don’t trigger surveys.
• VIP-only surveys. Add a condition contact.customer_level equals VIP to focus survey sampling on high-value relationships.
• Skip if a survey was sent recently anyway. The 7-day throttle handles this. If you want longer/shorter, adjust the throttle window.

Troubleshooting

• Symptom: Same customer gets multiple surveys in a week. Fix: Throttle scope is set to “Per conversation” rather than “Per contact.” Switch to per-contact.

• Symptom: Survey never arrives. Fix: Check Manual Executions for the run. If the Wait shows success but Send CSAT survey shows failure, the CSAT configuration for that channel is missing — create it in CSAT settings.

• Symptom: Survey fires immediately, no wait. Fix: The Wait action wasn’t added, or the branch order has Send CSAT before Wait. Open the rule and confirm the action sequence inside the branch.

See also

• CSAT Surveys
• Conversation Resolution
• Throttle a rule to prevent spam