Overview

Fibi CSAT lets you automatically ask customers to rate their experience with Fibi AI Agent. You can send a rating request when Fibi resolves a conversation, when Fibi hands the conversation off to a teammate, or in both situations.

Customers choose from five emoji ratings and can leave an optional written comment. The rating is attributed to Fibi, appears in the conversation, and is included in your Fibi AI Agent and Customer Satisfaction reports.

Fibi CSAT currently supports:

• Web - the survey appears in the Messenger

• Email - the customer receives the survey by email

Enable Fibi CSAT in a Workflow

1. Go to Automations → Workflows

2. Open a new or existing Workflow that contains a ‘Let Fibi answer’ step

3. Click the ‘Let Fibi answer’ step to open the configurations of this block

4. Under ‘Ask for conversation rating (CSAT)’, enable one or both rating requests:

   • Send rating request when Fibi resolves the conversation - sends after the conversation is marked resolved because the customer confirmed Fibi's answer or went inactive

   • Send rating request when Fibi hands off to a teammate - asks the customer to rate Fibi's help immediately before a teammate takes over

5. Set ‘Prevent rating changes after’ to choose how long customers can edit a submitted rating. The default is 24 hours, and you can enter between 1 and 720 hours

6. Save the settings, then save and set the Workflow live

When Fibi can send a rating request

With this setup, Fibi sends the CSAT survey when the matching option is enabled in the ‘Let Fibi answer’ step that handled the conversation.

After Fibi resolves the conversation

Enable ‘Send rating request when Fibi resolves the conversation’ to ask for a rating after either type of Fibi resolution:

• Confirmed resolution - the customer confirms that Fibi answered their question

• Resolution after inactivity - the customer stops responding and the conversation is marked resolved

Before Fibi hands off to a teammate

Enable ‘Send rating request when Fibi hands off to a teammate’ to collect feedback about Fibi before human support begins.

If a teammate later replies and closes the conversation, you can use a separate conversation rating Workflow to ask the customer to rate the teammate's support as well.

If a teammate has already replied, Featurebase does not send the automatic Fibi rating request because the conversation is attributed to the teammate instead.

How customers rate Fibi

On Web, the rating request appears in the Messenger. On Email, the customer receives five emoji options:

• 😠 Terrible

• 🙁 Bad

• 😐 Okay

• 😃 Great

• 🤩 Amazing

After choosing a rating, the customer can leave an optional written comment.

The ‘Prevent rating changes after’ setting controls how long the customer can change a submitted rating. It does not expire an unanswered rating request, so the customer can still submit their first rating later. After the customer adds a written comment, they can no longer change the rating.

Analyze Fibi CSAT in Reports

Go to Dashboard → Reports to analyze Fibi CSAT. Ratings count toward Fibi when ‘Rated agent type’ is Fibi AI Agent.

Fibi AI Agent report

Use the Fibi AI Agent report to track Fibi AI Agent CSAT score - the percentage of positive ratings out of all Fibi ratings - alongside survey responses, rating distribution, and rating volume over time.

Customer Satisfaction report

Use the Customer Satisfaction report to compare Fibi and teammate CSAT, review ratings and remarks, and monitor survey request and response rates.

Review Fibi CSAT in the Inbox

The rating request and response appear in the conversation timeline. Open the conversation's CSAT details to review the score, written feedback, rated agent, request status, and request and response times.

This gives teammates context about the customer's experience with Fibi before they continue a handed-off conversation.

FAQs