Automated CSAT with Reply Workflow
Automated CSAT replies for DMs
Now you can automatically request CSAT feedback in DMs using a reply workflow. Simply trigger the workflow when a conversation is archived — either every time or only when tagged a specific way (e.g., “CSAT” or “Review request”). You can also control the frequency to stay respectful of the user experience.
Use cases:
Measure satisfaction with support interactions: Trigger CSAT after support DMs are resolved.
Request reviews selectively: Only trigger when tagged with “Review request.”
Avoid spamming users: Configure a cooldown period (e.g., 20 days) between messages to the same user.
Advanced user permissions for Workflows
You can control exactly who can view or edit each workflow. With advanced permissions, teams can limit access to sensitive or in-progress automations while still keeping collaboration flexible.
Use cases
Restrict visibility: Keep test or draft workflows visible only to specific users or teams
Control editing rights: Prevent accidental changes by limiting editing access
Maintain ownership clarity: Allow only workflow owners or admins to make updates
DIY AI Models for Classification
You can build your own custom AI classification models directly in the BrandBastion platform. Define what kind of messages you want to tag, specify what should and shouldn’t be included, and train the model on your own examples—all without writing a single line of code. This step-by-step flow makes it easy to set up powerful tagging rules that reflect your specific business goals.
Use cases
Divide problem issues into buckets: Separate shipping delays, product issues, refund requests, and other concerns to understand root causes.
Track and analyze crisis-related comments: Tag all mentions related to a product recall or PR crisis and let Astra analyze the full picture.
Find brand-specific comments to hide: Tag harmful or sensitive comments unique to your brand’s guidelines for moderation.
Find comments you want to respond to: Identify brand-relevant messages that deserve a thoughtful reply—like specific questions.
