Setting up CSAT surveys for advanced AI agents in Freshchat

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AI agents - Advanced

Freshchat offers conversation ratings, also known as CSAT (Customer Satisfaction) Survey, when a conversation is resolved or closed. This article covers how to trigger this CSAT Survey for the AI agent so you can measure its performance.

The steps are:

1. Create an agent account for the AI agent 
2. Obtain the agent ID from Freshchat
3. Add the agent ID to the AI agents - Advanced Dashboard 
4. Add an action in the AI agents - Advanced Dashboard

1. Create an account for the AI agent

To make sure the ratings collected are attributed to the AI agent correctly, it needs its own account in Freshchat. 

You can add agents in Freshchat by going to Admin > Agents, and clicking + New Agent in the top left corner. 

Set the fields as follows:

• Role: Admin
• Skill: Skip and leave it empty
• Group: Skip and leave it empty

2. Obtain the account ID

After an account has been created for the AI agent in Freshchat, we need the account ID in the AI agents - Advanced Dashboard. Please give the name of the account as well as the API token to your Customer Success Manager and they will get the account ID for you. 

3. Add the account ID in the AI agents - Advanced Dashboard

1. In the AI agents - Advanced Dashboard, go to Settings > CRM Integration.
2. Click Integration Parameters, a drawer will pop out from the right.
3. In the drawer, under Actor ID, enter the account ID you got from your Customer Success Manager.

4. Add an action in the AI agents - Advanced Dashboard

Finally, add the action Resolve Conversation to trigger the CSAT survey at content level or AI agent level.

Content level

We recommend adding this at ending points of dialogue flows of your preference. For example, adding it to the last block in the reply of the Goodbye intent. In this case, whenever a user says bye to the AI agent, the CSAT survey will appear.

AI agent level

Alternatively, this action can also be added at the AI agent level so it is triggered based on the event Chat Inactive. This means 15 minutes after a chat visitor stops interacting with the chat widget, the survey will appear.