The Customer Satisfaction Score (CSAT) Slack Notifier snap-in sends a Slack notification whenever a negative CSAT score is received in a Conversation.

This snap-in sends a message with the details of the conversation to a dedicated Slack channel whenever a negative CSAT score (less than 4 out of 5) is received for that conversation.

Connections

1.Slack agent Pat

• Create a Slack app for your workspace at https://api.Slack.com/apps.
• In App features, generate agent token in OAuth & Permissions.
• Give the app agent channel-read, groups-read, user.profile:read, users:read, users.read:email, chat-write access and userGroup-read access.
• Invite the agent to the workspace.
• Save the agent access token as a connection of type snap-in secret in the DevRev app.

Features

• It sends a Slack message whenever a conversation receives a CSAT score of less than 4.
• It identifies and tags the account owner of the customer account from which the conversation originated.

How to use

1. In the Configuration tab, input the channel ID, greeting message, and the email IDs of those who should get notified.
2. Install the snap-in.
3. Invite the agent to the channel where the report needs to be sent.