In Intercom, when an agent ends the service, the customer satisfaction survey (CSAT) is automatically sent to the customer. Since Claudia also acts as an agent within the Help Desk, the tickets resolved by her also trigger this survey.
However, in cases where the customer abandon the conversation, for example, sends a "Hello" and then does not respond anymore, it may not make sense to send the survey. To avoid this, it is necessary to set up a workflow that ends the conversation before Claudia resolves the ticket.
Why does this work?
When a workflow closes the conversation before the agent, the satisfaction survey is not sent, as this action overrides Intercom's Simple Automation.
Example of a workflow for these cases
Let's suppose that Claudia is set up to:
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Reengage the customer after 5 minutes of inactivity
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Close the ticket 35 minutes after the last follow-up if the customer does not respond
In this case, you can configure the workflow like this:
Condition: If the customer does not respond in 30 minutes
- Note: Since our routine runs every 5 minutes, this time may vary a bit, and the follow-up message may happen between 5 and 10 minutes.
Action:
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Add a tag to the conversation (for control or reporting, if necessary)
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Automatically close the conversation (before Claudia)
Final observations
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This strategy prevents the CSAT from being sent in conversations that were not actually attended.
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If you wish to keep a history of these cases, the added tag can be used for filtering or reporting later.
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Important: if Claudia's reengagement time is equal to or greater than the time set to resolve the conversation, this strategy will not work. This is because the workflow will end the service before Claudia sends her last message, which restarts the count of time for the workflow itself and prevents it from correctly closing the conversation.