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
You can see your Fin CSAT score in the Fin AI Agent report (Reports > Automation > Fin AI Agent) through:
Fin CSAT - Percentage of positively rated (🤩 or 😀 ratings) conversations out of all AI agent rated conversations.
Fin rated conversations - AI agent conversations broken down by rating.
The Remarks from customers table shows all the customers’ conversation ratings and the optional comments they left with each rating.
From this table, you can click into each conversation to drill into how your customer interacted with Fin.
Only the date range filter affects Remarks from customers.
Custom reporting
In custom reports, there are 3 Fin CSAT metrics available:
Fin CSAT score - Percentage of AI agent conversations that have been positively rated (🤩 or 😀) out of all AI Agent conversations rated.
Fin Positively Rated Conversations - Absolute number of positively rated (emojis) AI Agent conversations.
Fin Rated Conversations - Absolute number of rated AI Agent conversations.
You can also + Add filter and select “Fin Conversation Rating”, which filters any report by the rating given to 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.
CSAT attributes in the Conversation Rating dataset are only available for customers who have access to Custom Reports; Advanced and Expert pricing plans.
Agent | Attribute | Description |
Teammate | Teammate replied before rating request | Teammate who replied to the end-user in the conversation before the rating request. |
Fin AI Agent | Fin AI Agent replied before rating request | If Fin AI Agent replied to the end-user in the conversation before the rating request. |
Chatbot | Chatbot replied before rating request | Chatbot who replied to the end-user in the conversation before the rating request. |
Attributes in the Conversation Rating dataset of Reporting allow for more comprehensive and granular reporting of teammates, Fin AI Agent and chatbots involved in a rated conversation when working together. 👇
Fin CSAT viewed via the Help Desk
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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