Plugin Chat CSAT

Twilio Flex Plugins allow you to customize the appearance and behavior of Twilio Flex. If you want to learn more about the capabilities and how to use the API, check out our Flex documentation.

This Flex Plugin goal is to enable agents to send CSAT surveys using a button in the TaskCanvasHeader for chat tasks. This works similar to Park Interactions, but it creates a webhook to a Studio Flow instead of a webhook to a serverless function that would do the unparking.

This Plugin is part of a solution that also contains serverless functions to work. Check details in the following section.

Send CSAT button

Success Notification

Demo (Portuguese)

Dependencies

The second part of this solution relies on a serverless function that will take care of the instrumentation of the task, agent, and Conversation. It's here where you can change the CSAT first question text.

Check send-csat-survey.js file.

This serverless function has a variable that need to be added to the .env of the serverless service

CSAT_STUDIO_FLOW_SID=FWxxxxxxxxxx

This variable refers to the Studio Flow Sid, where you want to handle CSAT. An example can be seen below.

In this Studio Flow, it's important that you close the Conversation after capturing the answers, otherwise the customer will get stuck in this Studio Flow.

Check close-conversation.js file for an example function for this case. It receives conversationSid as parameter.

For more information about Serverless Services, please check Twilio Serverless Toolkit docs.

Setup

Make sure you have Node.js as well as npm. We support Node >= 10.12 (and recommend the even versions of Node). Afterwards, install the dependencies by running npm install:

cd plugin-chat-csat

# If you use npm
npm install

Next, please install the Twilio CLI by running:

brew tap twilio/brew && brew install twilio

Finally, install the Flex Plugin extension for the Twilio CLI:

twilio plugins:install @twilio-labs/plugin-flex

Create the .env file in the root folder

FLEX_APP_URL_SEND_CSAT_SURVEY=https://xxx-dev.twil.io/send-csat-survey

Development

Run twilio flex:plugins --help to see all the commands we currently support. For further details on Flex Plugins refer to our documentation on the Twilio Docs page.

Disclaimer

This software is to be considered "sample code", a Type B Deliverable, and is delivered "as-is" to the user. Twilio bears no responsibility to support the use or implementation of this software.