CSAT from Conversations

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Occasional Contributor

Is it possible to get CSAT / CES running from Coversations? 


We currently have 4 inboxes being monitored in Conversations and a Ticket is created for each one. Some tickets are customers and some are obviously Spam. 

How might we ensure that only customers get CES requests and can we do this from Conversations?

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Top Contributor | Diamond Partner

Hi @nikeshashar ,

 

My advice would be to create a 'checkpoint' before the tickets are enrolled into the ticket pipeline from the conversation. Assuming your customers are in HubSpot already, you could create a workflow that only sends customers through to the ticket pipeline. For example by enrolling contacts that are on a customer list in your database. 

 

This solution implicates that the automatic enrollment from Conversations to Tickets should stop. And it will probably also mean that you will have to check the Spam tickets regularly to prevent real customers (that are not yet in your database) to be left out the ticket pipeline.

 

It's probably not the best solution out there, but it's something!

 

Hope this helps!

 

Kind regards,

 

Nynke

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Occasional Contributor

Does that mean you have to create tickets for each email that comes in regardless? 

What if you want to run it just from Conversations? 

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