

How to automate CSAT requests in DMs using reply workflows [Coming Soon]
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)
, orOnly 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.