The Customer Satisfaction Survey (CSAT) activity is an activity that allows your users to score their happiness with the outcome of their experience with the chat.

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CSAT Is Not Currently Templated

The CSAT activity must be built from scratch. There may be a templated activity for it in the future but for now, there is not.

In order to build a CSAT activity, you must first identify all of the endpoints in your workflow. An endpoint is a step where any particular interaction with the user is considered complete. Examples include (but are not limited to):

• The result of an FAQ - the user arrived at a single answer or at no answer
• The result of a Store Locator activity - the user arrived at a list of nearby stores or no nearby stores were found

Create the CSAT activity

First, create a new, blank activity and rename it "CSAT" (or your own preferred name)
Now add an initial step to the new activity and call it "CSAT Start"
First, create a condition using the Building a Flow guide of Yalo Studio.

1. Ask users if they want to answer the CSAT.
2. If no, the user goes to the state CSAT Opted out then the user has the option to return to the menu.
3. Select Wait for the user to execute actions.

How the CSAT Opted Out activity is configured:

4. When the user writes yes to answer the CSAT, the first question is about how was the experience. The options are: GOOD/ BAD.

5. Use these settings to create the condition.

Whatsapp workflow example when user responds "yes"

For good feedback

If the experience was good the user has to choose one of three options explaining the reason.

1. Create the condition using these settings.

Whatsapp workflow example of option when the user responds "yes".

In the case of the user choosing the other option, we have to ask about their decision.

2. Save the result in a variable 'csat-why-good-other-feedback'.

For bad feedback

If the experience was bad the user has to choose one of three options explaining the reason.

1. Create the condition using these settings.

In the case of the user choosing the other option, we have to ask about their decision.

2. Save the result in a variable 'csat-why-bad-other-feedback'.

Whatsapp workflow example of option when the user responds "no".

3. The last step for the user is a state when we are grateful for the time to answer the CSAT survey.