When an agent ends a messaging session, the messaging channel is essentially turned off for that customer interaction. This means that when the related ticket status is later updated to Solved, it happens in the Support channel rather than the messaging channel, and the conditions in the default messaging CSAT trigger aren't met.
You can address this issue by updating the default trigger, Request customer satisfaction rating (messaging).
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 make sure the survey is sent for all messaging tickets when the session ends or the ticket is updated to Solved, you must update the trigger's conditions so it fires when either condition is met.
To send a CSAT survey when a a messaging session ends
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer
satisfaction. - 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.
