CraftBot CSAT

The CraftBot CSAT node hands a satisfaction survey to the customer mid-flow. Use it inside a recipe when you want to ask “how did that go?” at a specific point — for example, after a self-service path resolves a question but before the conversation continues to other topics.

Configuring the node

1. Drop the CSAT node from the Logic category onto the canvas.
2. Open the configuration drawer.
3. Pick a Form ID — the UUID of a CSAT form you created at Settings → CSAT Forms. Leaving it blank means the node will be skipped at runtime.

Output ports

• submitted — fires after the customer’s rating is captured.
• fallback — fires when the customer doesn’t reply within the form’s timeout, or when no Form ID was configured.

Where it’s used

• After a successful self-service flow (FAQ resolved, order tracked) where you want to measure satisfaction before the customer drops off.
• Between a long bot flow and a hand-off, so you capture sentiment on the bot portion separately from the agent portion.

Best practices

• Keep CSAT short — one rating + at most one open-text follow-up. Long forms suffer high abandonment on chat surfaces.
• Branch on the fallback port so customers who ignore the survey still reach a graceful end-of-flow state (a Close node, or a thank-you Message).
• Use the close-conversation CSAT trigger (Settings → Close CSAT) for end-of-conversation surveys. Use this node for mid-flow surveys only.

See also

• Close has its own CSAT-on-close option for end-of-conversation surveys.