# AI CSAT Scoring Workflow

## AI CSAT Scoring

***

### 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

***

### 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                     |

***

### 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.
```

4. Under **Actions**, add **Set CSAT Score** and select **Very Satisfied**
5. Save and activate

***

#### 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.
```

4. Under **Actions**, add **Set CSAT Score** and select **Satisfied**
5. Save and activate

***

#### 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.
```

4. Under **Actions**, add **Set CSAT Score** and select **Neutral**
5. Save and activate

***

#### 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.
```

4. Under **Actions**, add **Set CSAT Score** and select **Unsatisfied**
5. Save and activate

***

#### 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.
```

4. Under **Actions**, add **Set CSAT Score** and select **Very Unsatisfied**
5. Save and activate

***

### 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.

***

### Viewing Scores

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

***

### 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