Outcome. A low CSAT score on a post-kickoff onboarding survey escalates directly to the CS manager, so a dissatisfied new customer gets a manager's attention before onboarding finishes, not after.
Workflow map
Enrollment, branches and actions at a glance
customer-onboarding-029
flowchart TD
A[CSAT Score known and <= 2, not yet escalated] --> B[Alert CS manager]
B --> C[Create follow-up task]
C --> D[Set CSAT Escalated = true]
When to use it, when not to
- UseUse it alongside customer-onboarding-009, which sends the
post-kickoff CSAT survey this fiche reacts to, both fiches share the
same
CSAT Scoreproperty. - UseUse it when a low early-onboarding score is a strong enough signal to warrant a manager-level touch, rather than waiting for the standard CS owner to follow up on their own schedule.
- SkipDo not use it as your only quality signal, a single low CSAT response can be a one-off frustration rather than a pattern, treat this as a prompt for a manager to look closer, not an automatic verdict.
- SkipDo not use it if your CSAT survey is only sent post-onboarding-completion rather than post-kickoff, adjust the trigger property to whichever ticket holds the score in that case.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.3 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.3 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the customer onboarding pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
