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AI HelpMate

Collect feedback via Journeys and gain more positive reviews (CSAT)

We’re excited to introduce AI-powered CSAT in Journeys, making feedback collection smarter, faster, and more impactful!

What is CSAT?

Automatically measure customer satisfaction when a ticket is closed.

How it works:

  • Add the new “Collect CSAT” action under the “Email / Message Closed” trigger.
  • AI sends a CSAT request in your customer’s language.
  • Customers rate their experience via emojis or thumbs up/down on a branded page.
  • Automatic follow-ups, 4+ or higher asks for a public review, 3 or below ask for additional feedback.
  • Results are visible in CSAT reports, with frequency control per contact.

Bonus

AI understands context and skips CSAT for irrelevant tickets like marketing related emails. You can as well add a Conditions above to exclude specific emails or phone numbers.

Like this update? Let the team know so they get even more motivated to bring more awesome updates to you.
Collect feedback via Journeys and gain more positive reviews (CSAT) screenshot 1