Creating a CSI Automation

Tips and tricks


If you are setting an automation reminder one day after your customer's appointment, this means that you will be sending a message on, for example, Tuesday for an appointment on Monday. Therefore, for appointments on Friday, the message should be sent the following Monday, which leaves 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 the user who will receive the automation's replies.  
  • Click on Next.

Target customers

Set your rules to target the right 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

  • Enter 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 phone number of your choice if you want to see how your message and/or image will appear on a mobile phone. 
    • To send a test message to the phone number of your choice, click on the Send test message to... box.
    • Enter a valid cell phone number. 
    • Click on Test now
    • Open 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 the date and time for your automation. Your automation can be sent once per day at the time of your choosing or every time a customer matches the rules of 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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