Use Case 7b: Rating after the dialog (CSAT / NPS)

Level: basic · Modules: Scenario Builder, Custom Data · Actions: custom_modules__set, optionally statistic__set

Required permissions and access

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Business context

After finishing a dialog with an operator (or self-service), the bot asks to rate service quality and saves the result. Typical requirement: rating only via buttons; free text must not enter an INTEGER field.

Expected result

• Entry into the CSAT section via alias after dialog close (chat_closed / exit_*).
• Customer chooses a rating with buttons 1 / 3 / 5 (or your set).
• Rating is stored in Custom Data (INTEGER field type).
• Free text instead of a button does not enter the INTEGER field (edge error or validation).
• Optionally: statistic__set for platform statistics.

Flow architecture

[Connect blocks] chat_closed_alias → exit_csat
   → send-message-keyboard (1 / 3 / 5)
        ├─ buttons → custom_modules__set (rate: INTEGER)
        ├─ source-handle → Router / validation (NOT directly into __set)
        └─ error on __set → “Choose a rating with a button”
   → (optional) statistic__set
   → “Thank you for the rating”

Link to other settings

The dialog-close alias (chat_closed_alias / exit_*) is set in the connect block and must match in all connect branches in the scenario. Closing the dialog triggers entry into the CSAT section — this is operator-loop + scenario behavior together.

It is recommended to have connect from Use Case 3 before configuring CSAT.

→ Connect to operator node

Step-by-step implementation

Step 0. Custom Data — scores model

Custom Data → New model feedback_scores:

Type INTEGER for rate is required; free-text into this field will cause a write error.

Step 1. Connect blocks — single exit alias

In every operator_panel__connect_to_operator_with_msg (and other connects, if any):

Audit (self-check): walk all connect blocks in the scenario — alias is the same; no duplicated alias entrypoint in the CSAT section.

Step 2. Entry alias — CSAT section

1. Section with entry point exit_csat.
2. send-message-keyboard: “Rate the service” + buttons 1, 3, 5.

Critical: the source-handle edge (fallback for free text) must not go directly into custom_modules__set. Options:

• Disconnect source-handle.
• Or → Router / re-ask / validation.

Step 3. Action — custom_modules__set

Edges: success → thank-you · error → “Could not save the rating” + check field type.

Step 4 (optional). statistic__set

If the instance uses platform CSAT statistics — add the action after a successful CD write per the actions reference.

Step 5. Channels without keyboard

Check supportedMessengers on the keyboard node: for email / channels without buttons — a separate branch (text rating with validation or skip CSAT).

Acceptance criteria (self-check Runs)

• In Runs: after the CSAT question send text instead of a button → not success edge on __set; no INTEGER type error.
• Buttons 1/3/5 → record in CD, ID in constants.
• Connect audit: same chat_closed_alias in all blocks.
• No duplicated alias exit_csat in two sections.
• Edge error on custom_modules__set is connected.
• source-handle does not go directly into __set with an INTEGER field.

Common mistakes

Related documentation

• use-custom-modules-set
• FAQ — CSAT / NPS
• Use Case 3 — connect
• Next: Use Case 8 — macro section