Following the recent Open Beta release of our Sentiment product, as of tomorrow, Thursday 22nd, we are also introducing two new configurable automated CSAT SMS messages: Valid and Invalid CSAT Response Messages.
With these automated responses, supervisors can now have Talkdesk automatically send out different SMS responses to customers based on whether or not they submitted valid CSAT responses. These messages are fully customizable and allow businesses to provide a better customer experience by closing the conversation loop.
Valid CSAT Response Message
This is the customizable text that will be sent to contacts after they have provided a valid CSAT score. Provide your customers with feedback to confirm receipt for responses with valid scores.
Invalid CSAT Response Message
This is the customizable text that will be sent to contacts if the CSAT score they provided was not valid. You can also reiterate survey instructions for responses with invalid scores.
Account level configuration
These survey texts can be applied to all phone numbers in your account by accessing the 'Sentiment Settings' section of your Talkdesk account ‘Preferences’ tab, per instructions here.
Phone level configuration
To customize a different CSAT message per number, follow the instructions here.