Close-CSAT picker

The close-CSAT picker decides which CSAT form is sent when a conversation closes. You can set one form tenant-wide, then override per department for teams that need a different survey.

Lookup order

When a conversation closes, CraftBot resolves the form to send like this:

1. If the conversation’s assigned team belongs to a department that has an enabled override on this page, that form fires.
2. Otherwise the tenant-default row fires (if enabled).
3. If neither applies, no CSAT is sent.

Channel-side delivery (actually pushing the form to the user on WhatsApp, web, email, etc.) is wired separately on each channel. This page only configures the resolver targets.

Setting the tenant default

1. Settings → Close-CSAT picker → Tenant default → Configure.
2. CSAT form — pick one of the forms defined under CSAT forms.
3. Enabled — the resolver only fires this row when checked. Use this to pause CSAT tenant-wide without losing the configuration.
4. Save.

Adding a department override

The Department overrides section lists every department configured under Users & roles. Each row shows the current override (or “No override configured”).

1. Click Configure on the department row.
2. Pick the CSAT form to use for conversations whose team belongs to this department.
3. Tick Enabled.
4. Save.

The override takes precedence over the tenant default whenever a conversation’s assigned team belongs to this department.

Removing an override

Click Remove on a department row to delete the override. The department falls back to the tenant default on the next close.

The same Remove button on the tenant-default row clears the workspace-wide CSAT — useful when retiring CSAT entirely or before a major redesign.

Best practices

• Start with just a tenant default. Add department overrides only when one team genuinely needs a different survey (e.g. clinical-care vs. general support).
• Make sure every referenced CSAT form is Active under CSAT forms. The picker still lets you point at inactive forms, but the runtime won’t send them.
• Coordinate with the channel side. Mapping a department to a form here does nothing on its own — the channel adapter must also be configured to deliver that form to the user.