Trigger: CSAT Received

What it is

Fires when a contact answers a customer satisfaction (CSAT) survey sent from Omnifox, with their score and an optional comment.

When to use it

• Alert a supervisor the moment a low score comes in, so they can step in.
• Automatically thank the customer when the score is high.
• Feed a service-quality report broken down by team or channel.

Requirements

• At least one CSAT survey configured and sent, whether through a workflow or automatically on resolve/close.
• Workflows enabled.

Available variables

• $conversation.* and $contact.*
• $csat.score — the score received
• $csat.comment — free-text comment
• $csat.survey_id — the specific survey
• $csat.responded_at — when they answered

Configuration (filters)

• Minimum / maximum score: to segment by range.
• A specific survey.

How to set it up

1. Open Workflows → create a new workflow.
2. Open the "Conversations" category.
3. Drag "CSAT response received" onto the canvas.
4. Filter, e.g., "Maximum score = 2" to catch only low ratings.
5. Connect the action: supervisor alert, follow-up task creation.
6. Save and activate the workflow.

Example

A customer answers the survey with a score of 1 and the comment "My issue was never resolved." With the filter "Maximum score = 2", the workflow instantly notifies the supervisor in Team with $csat.comment and $conversation.id so they can review the case.

Tips

Build two branches in the same workflow: one for low scores (internal alert) and one for high scores (automatic thank-you to the customer).

Troubleshooting

If it never fires, confirm you're actually sending the CSAT survey to customers (e.g., wired to the "Conversation resolved" trigger) — this trigger only reacts to responses, it doesn't send the survey itself.