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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 or email channels, Atender may mark the survey pending with a scheduled send time if the 3-hour wait lands outside 09:00–20:00 local time, so 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

Go to Settings → Automation rules, click Add rule, then Build it by hand instead.

  • When — A conversation’s status changes
  • Only if — Previous conversation status is not Done and New conversation status is Done
  • Then — 1. Wait — 3 hours
    2. Send CSAT survey
  • More options — Limit how often it runs: at most 1 every 10080 minutes (7 days), Per customer

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

Test before you turn it on

Test on recent conversations cannot replay this rule: its conditions check what changed in the event, and the test says so. Turn the rule on and check Run history after the first conversations are marked Done.

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 or email, also check CSAT activity instead of assuming immediate delivery; the survey may be pending with a scheduled send time if the 3-hour wait ended outside 09:00–20:00 local time. Email takes its time zone from the opening hours rule of the conversation’s team; SMS takes it from the recipient’s phone number, and sends at once when the number’s country can’t be told or spans several time zones.

Variants

  • Different waits by channel. Email tolerates a longer wait (24 hours), chat needs a shorter one (15 minutes). Use branches on Channel with different waits.
  • VIP-only surveys. Add a condition Customer tier is VIP to focus survey sampling on high-value relationships.
  • Skip if a survey was sent recently anyway. The 7-day limit handles this. For a longer or shorter gap, change Every (minutes).

Troubleshooting

  • Symptom: Same customer gets multiple surveys in a week. Fix: Counted is set to Per conversation rather than Per customer. Change it to Per customer.

  • 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 step is missing, or Send CSAT survey comes before the wait. Open the rule and check the order of the steps under Then.

See also

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