RELATED IDEAS
Adding more time conditions to CSAT surveys
This could help increase response rates on surveys by sending them only at times when people are more likely to respond.
Ideally, we would like to keep the current Delay and be able to add additional criteria. For example, it would wait 24 hours after the trigger, and then send the survey as soon as it is after 5 pm on a weekday.
To add to this - it'd be great if the default "Measure Customer Satisfaction" rule was adjusted to reset timer if survey is cancelled and later set back to pending.
When using the default "Measure Customer Satisfaction" rule, the "Survey Schedule" tag is added by a team member archiving a conversation (believing it to be settled), and this tag is removed if the customer ends up reopening the conversations by sending another message, and then will only be added back once the team member replies again. However, because the trigger for the default rule is "When Archived" (or resolved), and there's no way to edit the "When" trigger of this rule, that initial countdown to send out the survey based on the first archive keeps running even if the conversation reopens and re-archives/resolves and the tag gets removed/readded. This can lead to the survey message going out far sooner than intended when setting up the rule, as it goes out based on the first archive instead of actual final archive.