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.