When you turn on the End messaging session setting, customers may experience a long delay between the end of their interaction with an agent and the delivery of the related CSAT survey if the agent doesn’t promptly update the ticket status to Solved.
You can address this issue by updating the default messaging CSAT trigger Request customer satisfaction rating (messaging) to send the CSAT survey when an agent ends the related messaging session.
By default, the Request customer satisfaction rating (messaging) trigger fires when the status of a ticket created via a messaging channel is updated to Solved, and a CSAT survey has not been sent to the customer.
To send the survey when an agent ends a messaging session, you’ll need to alter the trigger to fire when the ticket status is updated to Solved OR the messaging session has ended.
To send a survey when a a messaging session ends
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
- On the Triggers page, click the Request customer satisfaction rating (messaging) trigger.
- Under Meet ALL of the following conditions, remove the following
condition:
- Ticket > Status category | Changed to | Solved
- Under Meet ANY of the following conditions, click Add condition.
- Add the following conditions:
- Ticket > Status category | Changed to | Solved
- Ticket > Messaging session ended reason | Changed to | Ended by agent
- Click Save.