How to turn on CSAT ratings in Intercom.
Intercom calls CSAT conversation ratings. There are two ways to switch them on — one toggle for the whole workspace, or a Workflow when you need control over who gets asked. Both take a few minutes.
Turning it on is not enough on its own.
Intercom only surveys a conversation that meets all of these. Miss one and the setting looks broken when it is working exactly as designed.
- Someone replied — the conversation needs at least one customer message and at least one reply from a teammate or a bot.
- The conversation is longer than 250 characters.
- It is not a group conversation with multiple customers.
- It was closed within seven days of the last reply.
Turn CSAT on with Simple automations.
Use this if you want every eligible conversation surveyed and do not need different rules per team or channel. It is the fastest way to get your first rating.
- 01
Open Simple automations
In Intercom, go to Fin AI Agent → Simple automations.
- 02
Pick the audience
Choose the For User or For Lead section. They are separate toggles — turn on both if you want logged-in customers and anonymous visitors surveyed.
- 03
Enable the rating
Switch on Ask for conversation rating (CSAT). Intercom now asks for a rating when a qualifying conversation closes.
- 04
Set the limits
In the same panel you can include outbound conversations, set how long a customer has to leave a rating, and set how long they can change one after submitting.
Build it as a Workflow.
A Workflow lets you choose the channels, filter the audience, delay the ask, and branch on the score. Intercom ships a template that does most of the work.
- 01
Start a new workflow
Go to Fin AI Agent → Workflows and select + New workflow.
- 02
Choose the CSAT template
Pick Ask customers to rate their closed conversation, then choose the channels it runs on — Messenger, iOS/Android, email, SMS, or social.
- 03
Check the trigger
The default trigger is Teammate changes the state of a conversation with Closed selected. Leave it unless you want a narrower audience.
- 04
Tune the wait
There is a two-minute delay before the survey sends, so a conversation that reopens straight away is not surveyed. Adjust it if you want a longer buffer.
- 05
Set it live
If you want to branch on the score, tick Wait for the customer to give a rating before continuing first. Then set the workflow live.
Or build it from scratch
Start from a blank workflow when you want the rating to go only to certain teams, tags, or conversation types.
- 01
Build from scratch
Fin AI Agent → Workflows → + New workflow → Build from scratch.
- 02
Trigger on close
Under During conversation only, choose If teammate changes the conversation state and select Closed.
- 03
Narrow the audience
Add rules for team, channel, conversation type, tags, or attributes so only the conversations you care about get surveyed.
- 04
Add the rating step
+ Add step → Ask for conversation rating. Set the rating window, whether ratings can be changed, and whether the workflow waits for a response.
- 05
Branch on the score
After the wait step, branch on the rating — send an apology and a follow-up on a low score, or route it to a manager. Then set it live.
If Fin handles the volume, ask from the workflow itself.
A CSAT survey needs a back-and-forth: at least one message from the customer and at least one from a teammate or a bot. A bot reply satisfies that, so Fin-only conversations can be rated — you just have to ask from inside the customer-facing workflow rather than relying on a teammate closing the conversation.
Open the workflow path, choose Add step, and add Ask for conversation rating at the point the customer is done.
Settings on the rating step
- Prevent customers from rating after a given period
- Prevent customers from changing their rating
- Wait for customers to give a rating before continuing
- Allow customers to type while waiting for a rating
Six reasons ratings never arrive.
The workflow never went live
A workflow saved as a draft does nothing. Open it and confirm it is set live on the channels your customers actually use.
Conversations are closing without a teammate
The standard trigger fires when a teammate changes the state to Closed. If Fin resolves most of your volume, or conversations auto-close, cover them with an Ask for conversation rating step inside the customer-facing workflow instead.
The conversations are too short
Anything under 250 characters is skipped, which quietly rules out a lot of one-line questions and quick acknowledgements.
The rating window closed
If you set a short limit for submitting a rating, customers who come back the next morning cannot rate at all. Check the limit in Simple automations or on the rating step.
Leads and users are configured separately
Simple automations splits CSAT into For User and For Lead. Turning on one leaves the other silent.
Branching on rating is reading the wrong conversation
The conversation rating predicate evaluates the customer's most recent rating across all their conversations, not the current one. Add a branch checking that a CSAT rating was not already requested before you act on the score.
Collecting ratings is step one. Seeing them is step two.
Once CSAT is on, ratings live in the inbox and in reports — which means someone has to remember to go and look. Supportman posts each rating into Slack the moment it lands, updates the message in place when the written comment follows, and sends a weekly team report on Fridays.
Common questions.
Where do I turn on CSAT in Intercom?
Why does my Intercom workspace have zero ratings?
Can Fin or a chatbot ask for a rating?
What is the Intercom CSAT scale?
Can a customer change their rating?
How do I get Intercom ratings into Slack?
Sources
- Ask customers for a conversation rating
- Measure customer satisfaction with conversation ratings
- Configuring and sending a CSAT survey when a conversation is closed
- Chatbot CSAT
Supportman is an independent product — not made by or affiliated with Intercom. Intercom changes its settings layout from time to time; if a menu has moved, the linked articles above are the source of truth.