Understand how well your AI agent conversations are performing with a Fin CSAT survey. You'll be able to measure your customers’ satisfaction with every Fin AI Agent conversation, and identify conversations and areas that are performing well or in need of improvement.
By enabling Fin CSAT, a survey can appear in a conversation over the Intercom Messenger when:
 | A customer clicks the That helped reply button. |
 | A customer clicks the Talk to a person reply button (if a handover is configured). |
 | A customer goes inactive (after your set amount of time). |
Fin CSAT is available over web, mobile, email and WhatsApp. It's currently not available over Instagram, Facebook and SMS.
Fin handover experience
When a customer clicks on 👤 Talk to a person , if the Fin profile has a handover enabled, the CSAT survey can be placed anywhere in the handover, before a Support rep enters the conversation.
If a Support rep enters the conversation, another CSAT survey will appear at the end of their interaction if this is enabled in Basics, or as part of another Workflow.
Get started
You can enable Fin CSAT by:
Ask for conversation rating in the Fin over chat setup
Ask for conversation rating in the Fin over email setup
Add Fin CSAT to a Workflow (see below)
Add Fin CSAT to a Workflow
Fin CSAT can be configured through Workflows. This is recommended if you're already using Workflows as it gives you greater control and flexibility.
First, you'll need to create a path in a new or existing Workflow and select the Let Fin answer step.
When you click on the step, a side panel will appear where you can toggle on the option to send a Fin CSAT.
You can choose to either send CSAT:
When the customer clicks "That helped" button or replies with a positive message
If the customer becomes inactive after Fin showed an answer
Both
A 30-second delay period is applied after a customer clicks That helped 👍 before sending the CSAT survey, to give them time to ask any follow-up questions if needed.
If the customer does ask follow-up questions and clicks That helped 👍 again, the same CSAT survey will be sent again so that the customer can update and change their rating.
You also have the option to enable "Prevent customers from changing their rating after a given period of time" and then specify the hours.
This won't prevent customers from submitting an initial rating after the specified time, it will only prevent them from changing their rating.
To send a CSAT survey after a conversation is passed to human support, you can insert a CSAT step after the Talk to a person 👤 button.
Learn more about setting up Fin AI Agent using Workflows.
With this step, the CSAT survey will be sent when either Fin AI Agent or a teammate were involved.
If you want to prevent the CSAT survey from being sent in AI agent-only conversations, then you can use the Teammate has replied predicate in your Workflow audience targeting or a branch condition.
Audience targeting
This audience trigger rule is not available for some triggers; Customer visits a page, Customer clicks a website element, or Customer opens a new conversation in the Messenger.
Branch condition
Fin CSAT reporting
Fin AI Agent report template
You can see your Fin CSAT score when using Fin AI Agent reporting:
Fin AI Agent CSAT score - Percentage of positive (😀 or 🤩) conversation ratings for Fin AI Agent out of all conversation ratings for Fin AI Agent.
Fin AI Agent conversation ratings - by conversation rating - Number of conversation ratings for Fin AI Agent.
The Remarks charts show all the customers’ conversation ratings broken down into each remark: Amazing; Great; Ok; Bad; and Terrible. You can drill in to each chart to read the remarks and view the conversations customers had with Fin.
Custom reports
In custom reports, you can build charts using the following Fin CSAT metrics:
Fin AI Agent conversation ratings
Fin AI Agent CSAT score
Fin AI Agent DSAT score
Fin AI Agent negative conversation ratings
Fin AI Agent positive conversation ratings
You can also select + Add filter at the top of any report and then select “Fin Conversation Rating”, which filters the report by the rating given to Fin AI Agent conversations.
Conversation rating dataset
Conversation rating dataset provides details at the conversation rating level, including the conversation rating id, the conversation rating, conversation rating remark and type of agent rated in the conversation (teammate/Fin/chatbot).
Attributes in the Conversation rating dataset allow for more comprehensive and granular reporting of teammates, Fin AI Agent and chatbots involved in a rated conversation when working together. 👇
CSAT attributes in the Conversation rating dataset are only available for customers who have access to custom reports on the Advanced and Expert pricing plans.
Fin CSAT viewed in the Inbox
The Fin CSAT rating will appear in the conversation. This way, Support reps have upfront context on how a customer is feeling before they engage with them.
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