Why are my satisfaction surveys not being sent?

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  • Mike Rappaport

    How long does it take for the default "Request Customer Satisfaction Rating" automation to show up under settings > business rules > automation? I enabled CSAT surveys this morning (1 hour ago) and the automation still hasn't appeared in my account as expected. Thanks!

  • Jurish Polo

    Hi Mike,

    Welcome to the Community! 

    I apologize if the automation was not created automatically for you. Once you enabled the satisfaction survey feature the automation should be available immediately. However, this is an issue that can sometimes happen when an account is upgraded from a plan that does not include satisfaction surveys.

    I apologize for the inconvenience on your end but I do suggest to build/create the automation for this manually. I have included a screenshot below the default automation so you can copy the settings:

    You may also check this article: Using customer satisfaction ratings (Professional and Enterprise), for more details on how to create the automation for Customer Satisfaction Survey.

    Hope this helps! Please let us know should you have further questions.

    Have a great day! 


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