Rich CSAT Message Templates for Twilio WhatsApp in BoldDesk
Integrating CSAT messages with WhatsApp via Twilio in BoldDesk allows businesses to collect feedback in a convenient and engaging way. This guide walks you through the process of creating rich CSAT message templates step by step.
Step 1: Create a CSAT Template in Twilio
Create a CSAT template in Twilio using the following guidelines:
- The template must include only one button, and it must be of URL type.
- The URL should use your default brand domain, with the remaining portion defined as a placeholder named csaturl (eg: https://support.bolddesk.com/{{csaturl}})
- Submit the template for approval and ensure it is approved by Twilio before use.
Only CSAT templates that follow the format described above will be listed in BoldDesk.
Learn more about How to Create templates in Twilio.
Step 2: Integrate WhatsApp via Twilio with BoldDesk
Before configuring CSAT templates, ensure that the Twilio account is integrated with BoldDesk.
For detailed instructions, refer to How to Configure WhatsApp via Twilio in BoldDesk
Step 3: Configure Rich CSAT Message Templates
- Navigate Admin > Satisfaction Survey > Channel-Based Survey
- Click Manage.
- Select the desired template and click Update to configure. Configured template will be sent automatically after chat resolution.
Frequently Asked Questions (FAQs)
Q1: Do I need WhatsApp template approval?
Yes, all templates must be approved by WhatsApp before use.
Q2: Can I include images or videos in CSAT messages?
Yes, but ensure they are relevant and comply with WhatsApp guidelines.
Q3: Can I track CSAT responses in BoldDesk?
Yes, BoldDesk provides analytics for CSAT scores and feedback.
