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 goes inactive (after your set amount of time).

Fin CSAT is currently not available over Zendesk tickets.

Get started

You can enable Fin CSAT for both Deploy over Intercom Messenger and Deploy over Zendesk Messenger.

Add Fin CSAT to a Workflow

Fin CSAT is configured through Workflows.

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.

Branch condition for audience targeting

You can use the "Branches" step in a workflow to target a specific audience before or after Fin.

To enable Fin for a specific audience only, you can use Branches to select a relevant field or attribute and seamlessly direct those users to Fin. Meanwhile, the Else branch ensures that users outside this audience follow a different, appropriate path. This way, you maintain a smooth and tailored experience for all users.

Branches also allow you to customize the handoff by performing specific actions for different audiences. You can target a particular brand or check for a specific attribute in the conversation to ensure it’s routed to the right audience seamlessly.

Fin CSAT reporting

Fin AI Agent report template

You can see your Fin CSAT score when using Fin AI Agent reporting:

Fin AI Agent CSAT score - Percentage of positive (😀 or 🤩) conversation ratings for Fin AI Agent out of all conversation ratings for Fin AI Agent.
Fin AI Agent conversation ratings by week - Conversation ratings for Fin AI Agent on a given week.

The Remarks charts show all the customers’ conversation ratings broken down into each remark: Amazing; Great; Ok; Bad; and Terrible. You can drill in to each chart to read the remarks and view the conversations customers had with Fin.

Custom Charts

Clicking Edit > Add chart allows you to choose from a number of different pre-built charts, as well as build a custom chart that you can add to your report. You can build charts using a number of different metrics including the following:

Fin AI Agent conversation ratings
Fin AI Agent CSAT score
Fin AI Agent DSAT score
Fin AI Agent negative conversation ratings
Fin AI Agent positive conversation ratings

You can also select + Add filter under your chosen metric to choose from a number of different filters for your chart.