Every step it takes
The automation as it opens on your canvas. Each line is a way through it; the labels say which answer takes it.
Link click (ref)
ref=feedback
Ask a question
How happy are you with us, there?
- 😍 Love it
- 🙂 OK
- 😞 Not happy
😍 Love it (Ask a question)
Send message
That makes my day, thank you! 💛 Would you leave a review?
- Leave a review
🙂 OK (Ask a question)
Send message
Thanks! What could we do better? Just write it here.
😞 Not happy (Ask a question)
Add / remove tag
Add unhappy
Hand over to me
Pause automations for 48 h
Send message
I’m sorry to hear that. I’ll get back to you personally to make it right.
It opens as a draft
Every text is yours to change. Before it can be published, Chat asks for:
- “Message” has a link button without a link.
What happens, step by step
Started from a link or QR code: happy people get a review link, OK gets "what could we do better?", unhappy people are tagged and handed to you. For ratings after closed desk threads, turn on CSAT in Settings.
- 1
Link click (ref)
It starts when someone opens your chat through your link or QR code (ref “feedback”).
- 2
Ask a question
They are asked “How happy are you with us, there?” and the answer is saved as “rating”. They can tap “😍 Love it”, “🙂 OK”, “😞 Not happy”.
- 3
Send message
After: 😍 Love it
They get the message “That makes my day, thank you! 💛 Would you leave a review?” They can tap “Leave a review”.
- 4
Send message
After: 🙂 OK
They get the message “Thanks! What could we do better? Just write it here.”
- 5
Add / remove tag
After: 😞 Not happy
They get the tag “unhappy”, so you can find them later.
- 6
Hand over to me
The automation pauses for 48 hours and the conversation is yours to answer.
- 7
Send message
They get the message “I’m sorry to hear that. I’ll get back to you personally to make it right.”
More in Support & FAQ
- Support & FAQ+4FAQ menu with AI fallbackTopic buttons for common questions; typed questions go to the AI. See how it works
- Support & FAQOut-of-office replyAn automatic reply and an alert while you’re away. See how it works
- Support & FAQ+2Icebreaker questionsThree questions people can tap when they open your chat for the first time. See how it works
Turn comments into conversations.
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