Automate CSAT workflows with rules

Front's rules allow you to automate actions based on CSAT responses — or even follow up with customers who haven’t replied yet. This helps you close the feedback loop faster, improve response rates, and ensure no valuable insight slips through the cracks.

This article assumes you’ve already set up a CSAT workflow.

Automatically tagging conversations with low CSAT scores helps your team quickly identify and follow up on negative feedback, streamline quality control, and uncover insights for improvement. For example, you can set up a rule that says:

• When New comment is added

• If Body contains 1/5

• Then Add tag Low CSAT and Notify teammates

Another helpful rule is to tag your conversations with CSAT received so that you can collect the ratings under one tag and view them in Front. The phrasing of the CSAT comment will differ based on whether contact information exists when your customer submits their survey response. Because of this you will need to create two rules to cover both phrasings:

• When New comment is added from any teammate, Body contains: responded to a survey for

• If [your chosen conditions]

• Then Add tag CSAT received

And:

• When New comment is added from any teammate, Body contains: New survey response for

• If [your chosen conditions]

• Then Add tag CSAT received

You may also find it helpful to follow up with customers when a CSAT response has not been received.

First, you'll want to create a conversation custom field as such:

Next, you can create a rule to update this conversation field when a CSAT response has been received.

Lastly, you'll create an additional rule to check whether the conversation has not received a response within your desired timeframe. If no reply is detected, the rule will automatically send a follow-up and indicate that it has done so.

Front’s CSAT feature is available on the Growth plan or above.

Custom conversation fields are available on all plans. See additional details about pricing of certain features below.