Release notes

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April 5, 2024

CSAT survey improvements in generative AI Agents

We are introducing a set of customization features for the CSAT (customer satisfaction) survey.

The improvements include:

  • Trigger customization: You can now configure the CSAT survey to trigger independently:
    • when customers close the chat window when conversing with the AI agent
    • when the conversation with a human agent has concluded
  • Question customization: Tailor the CSAT, resolution, and additional comments questions according to your needs, including the ability to define the question in each enabled language.
  • Question ordering: Gain the flexibility to customize the order in which the questions appear, tailoring the survey flow to match your specific requirements.
  • Question requirement settings: Designate each question as Required or Optional, providing greater control over the survey experience.

For more details, visit our help docs on CSAT.