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 customer CSAT workflow or Smart CSAT rule.

The following components can be used in your CSAT rules:

Use CSAT rule triggers to serve as events that initiate your rule:

• Customer CSAT is applied: A customer submits a CSAT survey response

• Smart CSAT is applied: A Smart CSAT score is applied to the conversation

Customer CSAT responses only: Comments have hidden text that you can use with rules.

• [Customer name] responded to a survey for [teammate name]: The customer name will appear if Front was able to find a matching contact.

• New survey response for [teammate name]: The customer did not enter their contact information or their contact is not saved in your account to match to.

In rare cases, if your teammate’s name doesn’t appear in the CSAT comment, it means Front wasn’t able to find a matching teammate, such as if the teammate was deleted.

Enterprise plan: Use the following CSAT-related dynamic variables to create even more powerful automated workflows.

• Customer CSAT score: The latest CSAT score submitted by the customer

• Smart CSAT score: The AI-generated Smart CSAT score

CSAT comments are not included in the dynamic variables. The Smart CSAT score variable works even if the “Add Smart CSAT comment” action is not included in your rule.

Tag your conversations with CSAT received so that you can collect the scores under one tag and view them in Front.

• When Customer CSAT is applied OR Smart CSAT is applied

• If [your chosen conditions]

• Then Add tag CSAT received

Automatically tag conversations with specific CSAT scores to help 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 score.

• When New comment is added

• If Body contains 1/5

• Then Add tag Low CSAT

Enterprise plan: You can also do this with a dynamic variable for customer CSAT and Smart CSAT scores.

• When Customer CSAT is applied OR Smart CSAT is applied

• If CSAT dynamic variable is equal to 1

• Then Add tag Low CSAT

If a customer has not submitted a CSAT response, you can create a rule to automatically follow up.

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.

Set up a rule to alert you when a customer leaves a high score and comment. This helps managers recognize teammates who provide an excellent customer experience. For example, you can set up a rule to notify managers when a customer leaves a 5/5 score and a comment.

• When New comment is added

• If Body contains Rating: 5/5 Comment:

• Then Notify teammates

Enterprise plan: Set up a rule to alert you when a customer or Smart CSAT 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 the conversation receives a 1/5 or 2/5. 

• When Customer CSAT is applied OR Smart CSAT is applied

• If CSAT dynamic variable is lower than 3

• Then Notify teammates

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

• Trigger: 

  • Customer CSAT is applied OR Smart CSAT is applied

• Branch by condition:

  • Branch 1: If CSAT dynamic variable is greater than 3

  • Branch 2: If CSAT dynamic variable is lower than 4

• Actions

  • Add tag High CSAT (4 or 5)

  • Add tag Low CSAT

Front’s CSAT feature is available on the Professional plan or above. See this article for Smart CSAT pricing information.

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