---
title: "How to hand a message written instead of a CSAT rating to an operator"
description: "Wiring the «Other message» (other_input) outlet of the CSAT node: a client's message sent instead of a rating goes to FastLine or an operator without the Start greeting."
---

# 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](/en/scenariobuilder/explanation/csat-other-input-node.md).

## Before you start

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

## Step by step

1. Open the scenario and find the **CSAT** node in the branch that runs after the chat is closed.
2. 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.
3. 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.
4. 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.
5. Make sure the branch has no greeting and no second «How can we help?» question: the client has already written.
6. Click **Publish**.

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

## Check

1. Open a test chat, reach an operator and close the dialogue from the operator's side.
2. Wait for the CSAT question and, instead of a rating, write text, for example «One more question».
3. 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.
4. 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.

---

## Related Documents

- [CSAT node parameters](/en/scenariobuilder/reference/csat-parameters.md)
- [What happens when a client writes instead of rating](/en/scenariobuilder/explanation/csat-other-input-node.md)
- [Use action in scenario](/en/scenariobuilder/how-to/use-action-in-scenario.md)
- [Test scenario](/en/scenariobuilder/how-to/test-scenario.md)