When you step through the onboarding flow for the first time, the flow should guide you through getting your CRM connected and selecting setting options for your initial set up.
If you need to return to these settings at any time, you can do so from the Classifications Settings panel. Just make sure that you're selecting the "SuperSAT" panel.
Once there, you'll see the below screen. Explanations below!
CSAT Thresholds: SuperSAT will calculate a "score" for each customer or agent reply that generally ranges between -3 to +3, though exceptions may apply. You can set the range for which scores are considered red, yellow, or green. We generally recommend setting the "yellow" range to 0 to -2.
Push Data into CRM:
- Push tag on condition -- this will push a "supersat_red" tag into your CRM if any ticket moves into the "red" threshold as defined by your "CSAT Threshold" setting.
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