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Configure CSAT for email

You can configure your AI agent to send a CSAT survey email after conversations have ended, so you can gain insight into your customers' satisfaction with their automated support experience.

How CSAT works in email​

  • After 72 hours of email thread inactivity, your AI Agent will automatically generate a CSAT survey link and send it to your customer, formatted with your email template configurations.
  • The survey link is valid for seven days after it's sent, after which the link expires.
    • Ada saves and reports on the most up-to-date survey inputs. If a customer and answers the survey multiple times within the seven-day window, their newest response overwrite any previous ones.
  • If a customer replies to an email thread after your AI Agent sends the survey link, your AI Agent will treat the new reply as a new conversation, and will send another CSAT survey 72 hours after the continued conversation becomes inactive.
  • On the Ada dashboard, in the Conversations view, you'll be able to see:
    • When a CSAT survey was sent for a given conversation
    • When the customer submitted a CSAT response
    • What their CSAT score was

Customize your CSAT email​

You can choose to use our default email template to accompany the CSAT survey link, or edit it to make your own. To set up and customize CSAT surveys for email, see Collect and analyze customer satisfaction data with Satisfaction Surveys.

At the bottom of the page, you'll find a default email template that will be sent out with the CSAT survey. You can customize the content of the email, the hyperlink name for the survey link, and choose to add your own survey link if you want to use an external CSAT system.

  1. If you want to change the link text for the survey, change the text inside the square brackets (e.g., [brief survey]).
  2. Choose the survey email you want to send your customers.
    • If you want to use CSAT survey links that Ada generates for you automatically, leave the ({survey_link}) placeholder.
    • If you want to replace Ada's survey link with a link from your own CSAT system, edit the content in the brackets with your own link (e.g., ({www.company.com/survey_link})).
      note

      That same link will be sent to every recipient of a CSAT survey.

  3. Click Save. Your AI Agent saves your survey settings and will start sending CSAT surveys to all customers going forward after 72 hours of conversational inactivity.

Test your CSAT configuration​

To test the CSAT flow your customers will experience, send a test email to your AI Agent, and don't reply to its response email. After 72 hours of inactivity, your AI Agent will send a CSAT survey to your email.

Have any questions? Contact your Ada team, or email us at .