I am trying to add a BSAT survey to the end of the call and it’s not working - the reply is there in the list but how do I add it so that it actually plays at the end of the call?
Question
BSAT reply
- Product Manager
Hi Mandy12, thank you for raising this. If I understand correctly, you would like to set up a use case to run a BSAT survey similar to other channels like Messaging before a call ends.
Today, it doesn't come natively for voice. When customers are having a call, we need to be able to detect that the call is actually ending before the hang up happens. I am guessing that this could be the challenge that you are facing.
More examples of this issue would help us investigate. Would you be able to share conversation IDs where you expected to see BISA survey responses at the end of the call?
I raised a Z2 ticket on behalf so that you can share more information there.
I am also intresting in BSAT for calls, however, we have CSAT on call if we passthrough it to an Agent already, which is good enough for “Technical Check”.
What I more like to see is a option in Procedure I can add “ask for BSAT” on specific stages i.e. after a call, before escalation reply… to understand how customer feel AI is doing and we have real AI result to improve.
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