Send CSAT Survey on Google Business Messaging
Updated
Note: Google has announced that they will be discontinuing Google Business Messages on July 31, 2024. Please refer to this article for more details about this change. We understand that this change might impact your current operations, and we are here to assist you through this transition. If you have any questions or need further assistance, please do not hesitate to reach out to our support team at tickets@sprinklr.com.
To make sure that users have satisfying interactions with the agents, you can send customer satisfaction (CSAT) surveys to users in Google Business Messaging conversations. Surveys allow users to rate their experience with the agents on a 5-point scale.
Note that you can send one survey per conversation every 24 hours. If you don't send surveys to users, it will automatically be sent within 24 hours after the conversation is closed.
To learn more about getting this capability enabled in your environment, please work with your Success Manager.
Configure Survey
Within Rule Engine, create a rule to send a CSAT survey on the Google Business Messaging channel after the conversation is closed. While creating a rule, select the action Send Survey under Actions To "Request Google Business Survey".
Within Care Console, an internal message will be created for surveys that are sent via Sprinklr. The default text of the message would be Internal :: Survey sent to user.
Note: You can get the text changed for the internal survey message or also hide the message from the case or profile conversations. To learn more about getting these capabilities enabled in your environment, please work with your Success Manager.
After copying the case rating value to a custom field, you can remove the rating from the case by selecting the action Remove Rating under Actions To "Universal Case".