AI CSAT Scoring Workflow

AI CSAT Scoring

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Overview

AI CSAT automatically scores customer satisfaction when a chat room is closed. The AI analyzes the conversation and assigns a score based on sentiment, tone, and resolution outcome — no manual rating required.

Works across: WhatsApp, LINE, Facebook, Email, Live Chat, Voice

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CSAT Score Reference

Score	Label	Criteria
5	Very Satisfied	Customer was happy, praised the agent, or issue fully resolved with positive sentiment
4	Satisfied	Issue resolved, customer content, but no strong positive emotion
3	Neutral	Transactional or mixed interaction, no clear emotion
2	Unsatisfied	Mild frustration, disappointment, or issue only partly resolved
1	Very Unsatisfied	Customer clearly angry, frustrated, or issue completely unresolved

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How It Works

klink.cloud's AI Conditions node evaluates one condition at a time. If the condition is met, the workflow proceeds to the Actions step. Because of this, you need 5 separate workflows — one per score — all triggered when a chat room closes.

Trigger → Conditions (AI Conditions) → Actions (Set CSAT Score)

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Setup

Workflow 1 — Very Satisfied (Score 5)

1. Go to Automation → Workflows and click Create Workflow

2. Set Trigger to Chat Room Closed

3. Under Conditions, add AI Conditions and enter this prompt:

The customer was clearly happy, praised the agent, or the issue was fully resolved with positive sentiment.

1. Under Actions, add Set CSAT Score and select Very Satisfied

2. Save and activate

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Workflow 2 — Satisfied (Score 4)

1. Create a new workflow

2. Set Trigger to Chat Room Closed

3. Under Conditions, add AI Conditions and enter this prompt:

The issue was resolved and the customer was content, but no strong positive emotion was shown.

1. Under Actions, add Set CSAT Score and select Satisfied

2. Save and activate

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Workflow 3 — Neutral (Score 3)

1. Create a new workflow

2. Set Trigger to Chat Room Closed

3. Under Conditions, add AI Conditions and enter this prompt:

The interaction was transactional or mixed, and no clear positive or negative emotion was shown.

1. Under Actions, add Set CSAT Score and select Neutral

2. Save and activate

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Workflow 4 — Unsatisfied (Score 2)

1. Create a new workflow

2. Set Trigger to Chat Room Closed

3. Under Conditions, add AI Conditions and enter this prompt:

The customer showed mild frustration or disappointment, or the issue was only partly resolved.

1. Under Actions, add Set CSAT Score and select Unsatisfied

2. Save and activate

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Workflow 5 — Very Unsatisfied (Score 1)

1. Create a new workflow

2. Set Trigger to Chat Room Closed

3. Under Conditions, add AI Conditions and enter this prompt:

The customer was clearly angry or frustrated, or the issue was completely unresolved.

1. Under Actions, add Set CSAT Score and select Very Unsatisfied

2. Save and activate

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Recommended Priority Order

All 5 workflows fire at the same time. Set priority so stronger signals are evaluated first.

Priority	Workflow
1	Very Unsatisfied
2	Very Satisfied
3	Unsatisfied
4	Satisfied
5	Neutral ← fallback

Place Neutral last — it catches any conversation without a clear signal.

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Viewing Scores

Go to CX Log → CSAT Column to filter scores by agent, team, channel, or date range.

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Notes

• Write prompts to be mutually exclusive — overlapping conditions may cause a conversation to receive multiple scores

• Neutral should be broad enough to catch anything that doesn't match a stronger signal

• Short conversations with no customer messages will typically score as Neutral

• AI CSAT supports all languages — prompts can be written in English, Spanish, even for Thai, Arabic, or French conversations