CSAT Survey
·
Conversation · what the agent says + captures
● active
acme.co · agent_01_csat_survey · last edited 2h ago by Sarah Lin
7
total
4
required
3
optional
0.78
avg confidence
Current setup · captured in this order
drag rows to reorder
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selected
CSAT score Asked · step 1
· lands in 3 places
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edit →
What's working Asked · step 2 (score ≥ 8)
· lands in Slack #cs-team
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edit →
What needs attention Asked · steps 3 & 4 (score ≤ 7)
· lands in HubSpot summary
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edit →
At-risk flag Computed automatically
· lands in HubSpot deal + Slack #cs-escalations
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edit →
Renewal intent Asked · step 5 (Wrap)
· lands in HubSpot deal · renewal signal field
🔒
view (locked)
Do-not-call request Listened for · throughout
· adds to internal suppression list
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edit →
Call summary Generated after the call
· lands in all destinations
CSAT score
✓ all clear
Basics
Name (what your team sees)
Description
Type
How it's captured
Asked · step 1 (Ask score)
Step 1 always fires after the greeting. Edit the trigger or prompt in State machine → S1.
Confidence threshold
If missed
Knock-on effects · 1 active
Where it lands
Last 7 days
47 of 47 captured · average confidence 0.92
No missed captures · no review-queue triggers
No missed captures · no review-queue triggers
Basics
Name (what your team sees)
Description
Type
Maximum items captured
How it's captured
Asked · step 2 (Positive probe)
Step 2 fires when the CSAT score is 8 or above. Edit the trigger condition (e.g. raise it to 9+) in State machine → S2.
What the agent says
primary
"Glad to hear it. What's been working best for you?"
follow-up
"Anything specific that stands out?"
Edit prompts in State machine →
Maximum re-asks before moving on
Confidence threshold
If the customer says nothing useful
Knock-on effects · 0 active
No rules currently affect this objective. Rules let one objective trigger another (for example: "if at least one positive theme captured, post to a celebration channel").
Where it lands
Last 7 days
18 of 22 eligible calls captured this · average confidence 0.79
4 of 22 didn't trigger (CSAT score below 8)
Most common themes: "fast support" (12) · "easy onboarding" (8) · "good UI" (5)
4 of 22 didn't trigger (CSAT score below 8)
Most common themes: "fast support" (12) · "easy onboarding" (8) · "good UI" (5)
Detail panel for this objective. The full configuration UI follows the same pattern as What's working: Basics · How it's captured · Knock-on effects · Where it lands · Last 7 days.
Basics
Name
Description
Click "What's working" in the centre column to see a fully wired example detail panel.
Start from a template
Common objectives this agent doesn't have yet — click to pre-fill the form below.
Renewal date
when their contract is up
Sentiment vs last call
trend signal · better / worse / same
Feature requests
what they wish you had
Pricing satisfaction
happy / acceptable / too high
Or describe your own
Name (what your team sees)
Description
Type
How it's captured
Test extraction
Run the current setup against a sample transcript. No fan-out writes — just shows what would be captured.
7 objectives tested
6 captured
1 not asked
0.84 avg confidence
last test: 14:42 · ✓ matches expected
Extracted from transcript
✓ all required filled
CSAT score
8
✓ 0.94
What's working
"Fast support" · "Easy onboarding"
✓ 0.81
What needs attention
— not asked (positive score)
— skip
At-risk flag
false
✓ auto
Renewal intent
positive
✓ 0.72
DNC request
false
✓ 0.99
Call summary
"Strong CSAT call. Onboarding praised; support team called out as fast. Customer wants to expand seats next quarter."
✓ 0.86
Sample transcript
Acme · Sarah Lin · 04:32
Agent: Hi Sarah, it's Olli from Acme — got 3 minutes for a quick check-in?
Sarah: Sure, go ahead.
Agent: On a scale of 1 to 10, how satisfied have you been with Acme over the last month?
Sarah: I'd say an 8. [score=8 · 0.94]
Agent: Glad to hear it. What's been working best?
Sarah: Honestly the support team has been really fast, and the onboarding was easier than I expected. [positives · 0.81]
Agent: That's great. Looking forward, are you thinking about renewal or expansion?
Sarah: Probably both — we want to add seats next quarter. [renewal=positive · 0.72]
Agent: Brilliant. Thanks for the time, Sarah.
Sarah: Anytime.
Sarah: Sure, go ahead.
Agent: On a scale of 1 to 10, how satisfied have you been with Acme over the last month?
Sarah: I'd say an 8. [score=8 · 0.94]
Agent: Glad to hear it. What's been working best?
Sarah: Honestly the support team has been really fast, and the onboarding was easier than I expected. [positives · 0.81]
Agent: That's great. Looking forward, are you thinking about renewal or expansion?
Sarah: Probably both — we want to add seats next quarter. [renewal=positive · 0.72]
Agent: Brilliant. Thanks for the time, Sarah.
Sarah: Anytime.