How to automate CSAT requests in DMs using reply workflows

You can automatically ask for customer feedback after closing a DM by setting up a private reply workflow. This is perfect for gathering insights on your support quality — without manual effort.

Step 1: Create a reply workflow

• Go to your Workflows section and click Create new workflow.

• Choose Reply Workflow.

• Select Private Messages as the message type.

Step 2: Set your trigger

You control exactly when the CSAT message is sent. Choose from:

• Every time a DM is archived (use status filter = archived), or

• Only when a specific tag is applied (e.g., “CSAT” or “Review request”).

You can also use other filters as triggers — such as platform, language, or specific keywords — for more advanced targeting.

Step 3: Choose the saved reply

Pick the saved reply you want to send. Example:

"Thank you for contacting us! Can you go to this link and give us a score on how much you liked our support?"

Step 4: Configure timing and rate limits

• Enable “Allow responses if the last message in the thread is from the brand” — this ensures your CSAT message still gets delivered, even if your team sends the last message.

To avoid over-messaging:

• Limit how often users receive automated replies (e.g., once every 20 days).

• Apply this limit across all private reply workflows or only to this one — your choice.

💡 Pro tip

Start small. Tag a few conversations manually to test the experience before fully automating. This helps you see results and optimize your CSAT message before scaling up.