CSAT for Requests in Slack is the way for you to gather feedback for your customer requests right within Slack.
Gauge your customer's sentiment and evaluate your customer facing team's performance along with areas of improvement.
When sent as a message, CSAT request is visible to all the members of the channel.
When you receive a feedback, everyone in the channel can see who all have participated and the average
Ephemerals are messages ONLY visible to a specific users who participated in the thread.
When you receive a feedback, no one in the external/ customer channel can see who all have participated and the average
You can enable CSAT for your Slack workspace right from within Slack.
- Start typing “/thena global config” anywhere in Slack.
- Select Request Management
- Select CSAT Management
- Enable CSAT
|Enable CSAT Message||Enable Sending a message on the thread when a request is closed||Disabled|
|Send CSAT Message as Ephemeral||Enabling this would send the CSAT message visible only to the customer users interacting on the request thread||Disabled|
|Request for Additional Feedback||When your customers give you a CSAT, request for additional feedback on how your did. This opens a popup requesting for text input.||Disabled|
|Forward Request CSATs received to a separate Channel||When your customers give you a CSAT, we will send the results to the below selected internal channel||Disabled|
|Default CSAT Result Channel||CSATs received from your customers will be redirected here.||NA|
|CSAT Message||The message to be sent to your customers for requesting CSAT||This request has been closed. Please share your feedback|
|CSAT Message Type||2 Point - OR |
5 Point CSAT - :| | | :|
CSATs received can be accessed from the below 3 places:
We share the feedback and the additional text feedback shared by the customers in thread of the alert message sent to the triage channel
Note: This is sent ONLY if you have set a notifications of Requests to a triage channel
We share the feedback and the additional text feedback shared by the customers in the channel you have set for forwarding the CSATs.
We also link the exact request for which you have received the CSAT for.
Note: This is sent ONLY if you have configured forwarding of CSAT messages
You can download the Requests from the Web App's Kanban via https://app.thena.ai/requests
The CSAT message/ ephemeral (based on your settings) is sent out when you close a request.
Yes, the CSAT message sent to the customers in the thread is deleted if the request is reopened.
Note that only if the CSAT was sent as a message, it is deleted. Ephemerals can NOT be deleted if the request is reopened. They are deleted if the customer reopened the request or shared a feedback.
Yes, they have a button within the CSAT message for reopening a request.
Only if the CSAT was sent as a message. The customer can click on any of the emoticons again to update their feedback
Ephemerals are deleted once the customer clicks on any emoticons and hence those can NOT be updated by the customer.
Did you select the setting of "Send CSAT Message as Ephemeral" - If yes, the CSAT message is ONLY visible to your customers who have interacted in the thread.
No one from your team can see the CSAT Messages.
You can enable the setting of "Send CSAT Message as Ephemeral". Enabling this would send the CSAT message visible only to the customer users interacting on the request thread
All the customer team member's who had interacted (messaged, not added reactions) on the thread which was a request.
Updated 2 months ago