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CSAT survey variant for live chat conversations

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket2 stepsUpdated for HubSpot seat pricing
OutcomeA chat-originated ticket gets a satisfaction survey scoped to the chat experience, separate from the general CSAT send used for email and form tickets, so the team can compare chat quality on its own.
Workflow maptickets-sla-022
Ticket status = Closed, source = Chat, not spam/test, not sent before leads to Send chat CSAT survey to requester. Send chat CSAT survey to requester leads to Set chat_csat_sent_date. Ticket status = Closed, source = Chat, not spam/test, not sent before Send chat CSAT survey to requester Set chat_csat_sent_date
Ticket status = Closed, source = Chat, not spam/test, not sent before leads to Send chat CSAT survey to requester. Send chat CSAT survey to requester leads to Set chat_csat_sent_date. Ticket status = Closed, source = Chat, not spam/test, not sent before Send chat CSAT survey to requester Set chat_csat_sent_date

When to use it, when not to

Use it

  • Use it when chat is a meaningful share of ticket volume and the team wants channel-specific CSAT numbers, not one blended score across every channel.
  • Use it alongside tickets-sla-004, restricting that workflow to non-chat tickets so the two do not both send a survey to the same ticket.
Read more on when to use itShow less

Skip it

  • Do not use it if chat volume is too low to produce a meaningful separate score; one blended survey from tickets-sla-004 is simpler and enough.
  • Do not use it if your survey tool cannot distinguish which survey to send by channel; check that a second, chat-specific CSAT survey actually exists before building the workflow around it.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 2 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 4

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 2 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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FreeRound-robin ticket assignment by team/queueTicket12 steps CSAT survey sent automatically when a ticket is closedTicket5 steps Ticket source-based routing (chat vs email vs form)Ticket7 steps Ticket priority auto-set from source and keyword matchTicket8 steps

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