Creating a CSI automation

Tips and tricks

A CSI automation should be divided in two separate automations. Since you are setting a CSI automation one day after your customers appointements, this means that, you are sending a message on Tuesday for the appointments on Monday and so on. So Monday, you need to send a message for the appointments that were on the last Friday and not the day before which sets a three day gap between the appointment and the CSI message.

  1. Customer satisfaction follow-up (CSI) Tuesday-Friday: 1 day after
  2. Customer satisfaction follow-up (CSI) Monday: 3 days after
  • Click on the automation icon on the left of your screen.
  • Click on New automation on the top left corner of your screen.

Choose name

  • Choose the name of your automation: Customer satisfaction follow-up (CSI) .
  • Click on Next.

Assign replies

  • Choose the user you want to assign the automation responses to. 
  • Click on Next.

Target customers

Set the rules to target the right audience of customers to receive the CSI follow-up. 

  • Select the category of your automation: Repair order closed.
  • Select the attribute: Last time.
  • Select the operator: Exactly. 
  • Enter the value: 1 day(s) ago. 

Create message

  • Write the message you want to send with your automation. Here are a few examples of CSI messages that you can send to your customers. 
  • You will see a preview of your message and you can send a test to the number you want in order to see how your message and/or image will appear on a mobile phone. 
    • To send a test message to the number you want, Click on the Send test message to... box.
    • Enter a valid cell phone number. 
    • Click on Test now
    • Go to the mobile phone you sent a test message to. 
    • Open your text message inbox and you will see the test message.
  • Click on Next.

Set delivery time

  • Set up the date and time you wish your automation to be sent at. Your automation can be sent once per day at the time of your choosing or every time a customer matches the rules for your automation.
  • Click on Create automation

Throughout the whole set up, you can go back to each step before saving your automation. 

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