Hello, instead of having votes, if a customer states that their questions were solved or unresolved is there a way to send them a survey asking for more information? Almost like an answer bot CSAT?
Question
Answer Bot Survey
- Employee
Hi @kandice11,
May I confirm if you are referring to the question of whether the article suggested is helpful? If so, you can add present options step for yes and no and let a user choose among the reasons you listed.
Another option you can consider is adding a transfer to agent step under unresolved. Aside from the name and email address, you can add a custom drop-down field that will ask for the reason why the article suggested is not helpful.
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