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. Ratings from manual CSAT responses have hidden text that you can use to power your rules.

This article assumes you’ve already set up a CSAT workflow. These workflows do not support Smart CSAT ratings.

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 by any teammate, Body contains: responded to a survey for

• If [your chosen conditions]

• Then Add tag CSAT received

And:

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

• If [your chosen conditions]

• Then Add tag CSAT received

Rule 1:

Rule 2:

Automatically tagging conversations with specific CSAT scores helps your team identify common issues, streamline quality control, and uncover insights for improvement. For example, you can set up a rule when a customer leaves a 1/5 rating.

• When New comment is added

• If Body contains 1/5

• Then Add tag Low CSAT

Set up a rule to alert you when a customer leaves a 5/5 rating and comment. This helps managers recognize teammates who provide an excellent customer experience. You can set up a rule that says:

• When New comment is added

• If Body contains Rating: 5/5 Comment:

• Then Notify teammates

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

First, create a conversation custom field like the following:

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

Lastly, 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.

These rules use dynamic variables to create even more powerful automated workflows.

Set up a rule to alert you when a customer leaves a low CSAT score to help your team quickly follow up on negative feedback. For example, you can set up a rule with a dynamic variable to alert you when a customer leaves a 1/5 or 2/5 rating. 

• When New comment is added

• If Dynamic variable matches (extract comment body) > is lower than 3

• Then Notify teammates

Set up a branching rule with a dynamic variable to triage and tag conversations based on the CSAT rating. This allows you to automatically sort all your CSAT ratings into different groups. For example, you can set up a rule to tag 4/5 and 5/5 ratings with a "High CSAT" tag, and 3/5 or lower with a "Low CSAT" tag.

• Trigger: 

  • New comment is added by any teammate

  • Body contains responded to survey

• Branch by condition:

  • Branch 1: If CSAT rating is greater than 3

  • Branch 2: If CSAT rating is lower than 4

• Actions

  • Add tag High CSAT (4 or 5)

  • Add tag Low CSAT

CSAT rating variable setup:

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

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