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Sentiment FAQ

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When callers get a survey after a call and reply with "STOP" if they call in again do they get the survey?

No. Our CSAT SMS survey feature supports the standard "STOP" keyword, so customers can opt-out from the survey system. They will also receive an SMS confirmation that they've opted out saying:

You have opted out of Customer Feedback surveys for this business. No more surveys will be sent on behalf of this business. Get help at support@talkdesk.com.

What if a caller wishes to opt back in the CSAT SMS survey? How can they do it?

Our system also supports the opt-in standard keyword: "START". If a customer wants to sign back in, they simply need to send "START" to the same phone number from which they opted-out and it will re-enable the survey. They will also receive an SMS confirmation that they've opted in:

You have opted into Customer Feedback surveys powered by Talkdesk. Get help at support@talkdesk.com. Msg&Data rates may apply. Reply STOP to cancel.

What happens when the contact sends "HELP" as a response to the CSAT survey?

The contact will receive a standard SMS providing information about the CSAT survey:

"Customer feedback survey powered by Talkdesk. Get help at support@talkdesk.com or 888-743-3044. 2 msgs/survey. Msg&Data rates may apply. Reply STOP to cancel."

Which countries are currently available for the CSAT SMS survey?

For more information, please check the article SMS FAQ.

Why do I have to set the survey voting scale from 1 to 5?

Our architecture is currently designed to recognize numbers from 1 to 5 and to issue reports based on this scale. We ask you to use this scale so we can recognize the digits and provide you with adapted reports.

To which agent is the CSAT score attributed?

The CSAT score is based on the latest agent hosting the call so, it is either attributed to the first agent who answered a given inbound call, or to the last agent who received a transfer (when a call is transferred between one or more agents).

What happens if a caller gets a CSAT message and accidentally sends multiple responses for that same CSAT message?

If a caller replies to a CSAT message more than once, only the last response will be counted for reporting.

How much time does a caller have to respond to a CSAT survey?

The current time limit for a caller to respond to a particular CSAT survey is one day (86.400 seconds).

If a call comes from a landline, will a CSAT survey be sent and show on the “CSAT Surveys Sent” field of the “Sentiment” tab?

If the call comes from a landline or an unknown number, the CSAT survey is not sent. A CSAT message is only sent after the system confirms that it is a mobile number.

 

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