The Zenvia Conversion Bots allows you to send a survey to measure customer satisfaction at the end of each conversation.

Evaluating customer satisfaction is essential to monitor service quality. With this information, it is possible to analyze the team's performance and implement improvements if necessary.

Satisfaction is recorded in the Group Performance  report and contributes to the overall score of consultants and the group.

💡 Tip : Only administrator profiles can configure the Zenvia Conversion Bot.

How the Zenvia Conversion Bots Satisfaction Survey Works

The Zenvia Conversion Bots requests a satisfaction rating when a conversation is finished and meets the following criteria:

1 . The conversation was responded to by a consultant.

2 . Contains more than 250 characters (including spaces and responses from both sides).

3 . It was closed within 24 hours after the last contact response.

4 . It was not closed for the reasons: " Waiting for response ", " Waiting for reminder ", " Blocked " or " Inactive ".

By meeting these criteria, the customer receives the following message:

"Help us improve. Are you satisfied with the service you received?"
1️⃣ Very dissatisfied
2️⃣ Dissatisfied
3️⃣ Neutral
4️⃣ Satisfied
5️⃣ Very satisfied

Note : Options 4 and 5 are considered as "satisfied".

Then, the bot requests a comment:

"If you have a comment, leave it below 👇"

Finally, it sends a thank you message:

"Thank you for your comment!"

The bot will wait up to 24 hours for a response to each question. If the contact sends a message after this period or after answering all the questions, a new conversation will start.

How to activate the satisfaction survey 

1. Click on Service Channels , on the left sidebar of Zenvia Conversion;

2. Select the desired channel ( WhatsApp, Facebook Messenger, or Instagram);

3. In When a conversation ends , enable the Satisfaction Survey ;

4. Choose when the satisfaction survey ends.

End the conversation and keep the contact linked to the bot . New messages will restart the bot flow.

Transfer the contact back to the consultant . New messages will be received by the consultant.

5. Click Save .

All set! Satisfaction survey enabled.

Changes in bots are only applied to new conversations. Conversations that have already started will continue using the previous version.

If you are experiencing sending issues, contact our support team .

How Zenvia Conversion Bots calculates CSAT

The Customer Satisfaction Score (CSAT) is calculated based on the sum of customer responses in the conversations.

Consultant's CSAT: Sum of all responses in conversations in which the consultant participated.

Consultants' group CSAT: Sum of the responses in conversations in which the group’s consultants participated.

The last satisfaction evaluation and the comments can be viewed in the Contact Panel .

Done! Process completed.