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AI CSAT Scoring Workflow

How to score CSAT (and sentiment) with AI when a conversation closes.

Do not use the old five-workflow pattern (one workflow per CSAT label, all on close). Multiple competing score workflows can overwrite each other; the last one to run wins. Use one workflow with AI Conditions (Advanced) and Branch by AI output instead.

Recommended setup

Follow Sentiment and CSAT on close (Recipe 4):

  1. Trigger: When a chat room is closed (so the AI sees the entire conversation).

  2. Condition: AI Conditions (Advanced) with a prompt that returns a single label (and "Reply with only the label"). Test on real chat history.

  3. Actions: Branch by AI output for each label with Set CSAT Score (and Set Sentiment Score if you want both). Add an Else branch with AI CSAT Score and AI Sentiment Score as fallback.

Score labels (CSAT)

Workflows can set CSAT from Very satisfied to Very unsatisfied via Set CSAT Score, or let AI choose via AI CSAT Score.

Sentiment

Set Sentiment Score uses Positive / Neutral / Negative. AI Sentiment Score lets AI read the transcript and set sentiment.

Why the old multi-workflow guide is outdated

Earlier docs described five separate workflows, each with a simple AI Conditions prompt and Set CSAT Score, ordered by priority. That approach is fragile:

  • Several rules can match the same closed chat.

  • Later workflows can overwrite earlier CSAT or sentiment values.

  • Polite wording mid-conversation can mis-score if you do not score the full transcript at close with a single branched rule.

The product troubleshooting note is the same: use one close-triggered Advanced condition with branching; avoid multiple competing rules; re-score history from the CX Log.

Re-score past cases

Use a manual workflow (trigger When run manually) with the same Advanced prompt and branching, then run it from CX Log, then Run workflow on selected cases. Step-by-step: Manual Workflows Shortcut (Example 2).

Viewing scores in the CX Log

  • Open CX Log from the left menu.

  • Filter by Sentiment score (Positive / Neutral / Negative) and CSAT score.

  • Columns include Sentiment score and CSAT score.

  • Edit scores inline when your role allows.

  • Summary CSAT and sentiment also appear on the Analytics Dashboard Summary tab.

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