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Recipe — Send a CSAT survey after resolution

Three hours after a conversation is resolved, send a CSAT survey to the caller. Throttled to once per contact per week to avoid survey fatigue.

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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: Run the Send CSAT survey action for the configured channel. For SMS channels, Atender may mark the survey pending with a scheduled send time if the 3-hour wait lands outside 09:00–20:00 recipient-local time, so carrier delivery can happen later.
  • 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

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 automation run completed in Run History. The run should show a successful outcome for the rule. If you need older/manual-specific per-action details, open Manual Executions and review the action list there — both Wait and Send CSAT survey should show success. For SMS, also check CSAT activity instead of assuming immediate carrier delivery; the survey may be pending with a scheduled send time if the 3-hour wait ended outside 09:00–20:00 recipient-local time.

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 Run History for the run outcome and failure reason. If the run failed because Send CSAT survey could not complete, the CSAT configuration for that channel is missing — create it in CSAT settings. If you need older/manual-specific per-action wait state, review the run’s actions in Manual Executions.

  • 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

Tags

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