Troubleshooting CSAT Score not Passing to Zendesk Chat

Problem

Users may encounter situations where CSAT scores fail to pass to Zendesk Chat correctly. This issue is specific to the CSAT Pro feature and the CSAT to Zendesk Chat app. Several factors can contribute to this problem, including the configuration of feature flags and missing elements within the handoff flow.

Common reasons why the CSAT score may not appear in Zendesk

Ensure App and Feature Flags Configuration

Verify that the CSAT to Zendesk Chat app is correctly installed and configured. Confirm that the feature flags: zendest_csat, csat_v2, csat_waiting_state, and end_live_agent are all enabled as they are required for passing CSAT to Zendesk.

In particular, csat_waiting_state and end_live_agent will bot behaviour to allow the chatter to submit a score before the CSAT to Zendesk action fires.

Include the Satisfaction Block in the Handoff Flow

Ensure that a Satisfaction block is included in the handoff flow from the chatbot to the agent in Zendesk Chat. The CSAT to Zendesk feature works exclusively with the block-type Satisfaction Survey.

Save Email Variable for All Conversations

Ensure that the email variable is saved for all escalated conversations. This is used to link any satisfaction scores to the appropriate Zendesk conversation.

Set scat-score variable

Ensure that both the email and csat_score variables are set inside the CSAT to Zendesk block. This provides the necessary information to identify the conversation in Zendesk and set the correct rating. Note: CSAT comments cannot be sent to Zendesk Chat.