How to hand a message written instead of a CSAT rating to an operator?

The operator closed the chat, the bot asked for a rating, and the client wrote a new question or sent a document. By default such a message becomes a new inquiry from Start: the client sees the greeting and the Start branch. The other_input outlet of the CSAT node lets you skip that step and hand the message to FastLine or an operator at once.

When you need it

After a chat is closed, clients often add a question or send documents instead of a rating.
The scenario already has a branch for free text (for example on «Was your question resolved?»), and you want to route there as well.
The Start greeting right after a just-closed dialogue looks redundant.

Good to know

The other_input outlet fires on text, a file, a photo, a sticker, a voice message, a contact or a location instead of a rating. A rating button, its exact label typed as text and buttons of other steps do not go there.
The client's message is kept. action_get_user_input in the branch reads the same message, so there is no need to ask «How can we help?» again.
Section timers do not stop by themselves. An inactivity timer started before the CSAT may fire in the new chat room. Start the outlet branch by ending the intervals.
Outlet not wired → everything as before: a new inquiry from Start, the dialogue state reset as after /start. In the outlet branch the state is kept and the dialogue variables are available. Existing scenarios do not change until you wire the outlet.
Why it works this way: What happens when a client writes instead of rating.

Before you start

The scenario has a CSAT node in the chat-closing branch.
You know where to route the message: FastLine, connecting an operator with the message, or an existing free-text branch.
You are signed in with integrator or administrator rights.

Step by step

Open the scenario and find the CSAT node in the branch that runs after the chat is closed.
Select the node. In the Node Inspector (right panel) open the «Events» section and make sure the other_input chip is there. If there is no chip, the platform has not been updated to the version with this outlet yet.
Add an action_interval__end_all action (end all intervals of the section) to the canvas and drag an edge to it from the other_input outlet of the CSAT node.
Then one of the options:
- There is a free-text branch (for example after «Was your question resolved?»): add a goto node to the first node of that branch.
- There is no such branch: add action_get_user_input, then FastLine or Connect to operator with the client's message.
Make sure the branch has no greeting and no second «How can we help?» question: the client has already written.
Click Publish.

The finished branch: CSAT → other_input → action_interval__end_all → action_get_user_input → FastLine or an operator.

Check

Open a test chat, reach an operator and close the dialogue from the operator's side.
Wait for the CSAT question and, instead of a rating, write text, for example «One more question».
Expected: no Start greeting arrives, a new chat room appears in the Operator Panel, and its first message is your text. The survey in the bot's data has the state skipped, there is no rating in statistics.
Repeat with a file or a photo: the attachment must become the first message of the new room.

Common mistakes

The client sees the Start greeting. The outlet is not wired, leads to the CSAT node itself, or the edge is not published.
The new chat room closes by itself after a few minutes. The branch has no action_interval__end_all, and the section timer fired in the new room.
The client writes the same thing twice. The branch asks «How can we help?» again. Remove it: action_get_user_input already has the message.
The outlet is wired to «Thank you» after the CSAT. The client's message is handed to nobody. Do this only deliberately, when nothing closes after the CSAT.