This feature is coming soon
Overview
This workflow auto-tags DM responses on a 1–5 scale (or customized variant) using keyword triggers and saved replies. Results feed directly into visual charts in the Analyze tab.
Use it to track CSAT/NPS at scale—no manual scoring required.
🔧 Step 1: Enable the Feature
This is an early-access feature.
To activate it:
👉 Contact your BrandBastion CSM and request the “Feedback Scoring for DMs” feature to be enabled.
Once activated, you’ll see:
A “Customer feedback surveys” toggle in reply settings
A new “Feedback tags” section under Tags
🏷️ Step 2: Configure Auto-Tags
Once enabled, you'll see a default set of Feedback tags (1–5), color-coded for visibility:
Feedback - 5 (Green)
Feedback - 4 (Light Green)
Feedback - 3 (Yellow)
Feedback - 2 (Orange)
Feedback - 1 (Red)
Each tag includes pre-set keyword triggers like:
1→ “1”, “one”5→ “5”, “five”
Customize Based on Your Scoring Model
You’re not locked into 1–5. Adapt the tags and rules to match your system:
NPS-style 0–10 scale
Emoji-based feedback (😊 😐 😠)
Thumbs up/down
Words like “amazing”, “terrible”, etc.
To do this:
Open the tag settings (3-dot menu > Edit)
Update or add Keyword Triggers for each tag
Adjust tag names and colors if needed
(These will carry over to your feedback charts)
💡 Tip: The tag's color selections will reflect in the Feedback Score Distribution chart.
💬 Step 3: Build the Reply Workflow
To send your CSAT/NPS survey automatically, create a Private Reply workflow that triggers when a conversation is considered “complete.”
Setup Instructions:
Go to Control Panel > Workflows
Click + Create Workflow
Choose Private Reply as the action
Example Trigger Conditions:
Status = ArchivedOR
Tag = Closed DM
📌 Use whatever condition best signals that a conversation is done and ready for feedback.
This could include:
A specific tag your team uses to close support tickets
A status change that marks resolution
Any other indicator your team uses to track completion
Final Step:
In the Saved Reply Settings, enable:
✅ “This workflow is used to measure customer satisfaction.”
This ensures that the next user message will be auto-tagged using your feedback scoring setup (e.g. Feedback - 1 to Feedback - 5).
📊 Step 4: Analyze Results (Once Data Starts Flowing)
⚠️ Note: Feedback tags only apply to future responses after the workflow is active.
If you're just setting this up, you won’t see chart data yet — give it time to collect responses.
Once replies start coming in, go to:
View response breakdowns under:
Analyze > Agent Performance and scroll down to Feedback Score Distribution
The chart shows:
Count and % by tag (1–5)
Trend indicators (period-over-period change)
Visual color coding for quick scanning
Tip: you can filter by assigned to find feedback scores for each agent
🖐 Manual Tagging (Optional)
You can also manually tag any message retroactively:
Open the DM
Click + Add tag
Switch to the Feedback tags tab
Select the appropriate score
