Creating CSAT-based Automations

A CSAT rating tells you how a customer felt about the support received. You can create a CSAT-based automation to take action when a customer submits a rating, helping your team respond to feedback promptly.

For example, you can:

• Add a priority tag and assign the conversation to a team lead when a customer selects Not satisfied.
• Add an internal note prompting the assignee to review a dissatisfied customer’s comment and follow up with a resolution.
• Notify the account owner when a priority customer leaves an Okay or Not satisfied rating.
• Tag and route feedback containing keywords such as “slow,” “confusing,” or “unresolved” to the appropriate team.
• Identify satisfied customers who may be open to sharing a testimonial.

Prerequisites

Before you begin, make sure:

• CSAT is enabled in the Shared Inbox.
• You have Admin permissions in Hiver.

Setting up the automation

1. Go to Admin Panel → Shared Inboxes, and select an inbox.

2. Click Automations → Create Automation and give it a name.

3. From the trigger dropdown, select CSAT rating is received.

4. Click Add step → If Condition.

5. Set the condition to CSAT Rating or CSAT Comment, then choose an operator and value.

Note: You can set the value to Satisfied, Okay, or Not satisfied.

Operators for CSAT Rating

Operators for CSAT Comment

5. Click Add step → Action, then select what the automation should do. For example, you can add a tag, reassign the conversation, add an internal note, notify a teammate, or send a reply.

6. Click Save and enable.

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