To combine archiving inactive conversations with automatically sending a customer satisfaction (CSAT) survey in Papo (https://papo.global/), you can configure an automation rule that detects inactivity, archives the conversation, and triggers a specific Flow. This Flow waits for a defined interval and then sends the rating question, keeping history organized and customer feedback always up to date.
With this approach, you eliminate the manual work of reviewing and closing stalled conversations while ensuring every closed interaction creates an opportunity to measure satisfaction. The rule handles inbox cleanup, while the Flow takes over post-service communication.
| Step | Tool/Configuration | Goal |
|---|---|---|
| Detect inactivity | Rule in the Automation module: trigger “conversation without interaction”. | Automatically identify conversations that have been stalled for X days. |
| Archive conversation | “Archive conversation” action in the rule. | Close the conversation, freeing the inbox and ending service. |
| Start CSAT survey | Flow triggered by conversation archiving (closing). | Trigger a satisfaction journey as soon as service is ended. |
| Wait and send | “Wait” + “Send Message” step in the Flow. | Introduce a strategic pause and deliver the rating question (1 to 5 scale). |
How this combined automation works
The logic is simple: you define an inactivity period (e.g., 7 days without messages) and, when a conversation reaches that limit, the rule archives it automatically. Archiving, in turn, acts as the trigger for the CSAT survey Flow — the Flow pauses for a few minutes or hours and then sends the satisfaction message. The whole process runs without human intervention, and the customer's score is linked to the conversation and available in reports.
Step by step to implement
1. Create the inactivity archiving rule
Go to Settings > Automation and create a new rule with the following characteristics:
- Name: “Archive inactive and trigger CSAT”
- Trigger: Select “conversation without interaction” and set the period (e.g., 5 days).
- Action: Choose “Archive conversation”.
You can add extra conditions, such as tags (e.g., only conversations with the “Service Closed” tag) or filter by channel, to refine which conversations will be targeted.
2. Build the CSAT survey Flow
Go to Flows / Chatbot and create a new Flow with these steps:
- Trigger: Configure it to start when a conversation is archived (equivalent to “conversation ended”).
- “Wait” step: Add a Delay node. Set 30 minutes or 2 hours, as preferred.
- “Send Message” action: Write the question, such as: “How would you rate the service you received? Reply from 1 to 5, with 5 being excellent.” If the delay exceeds 24 hours, use a previously approved Message Template (HSM).
- (Optional) Capture and routing: Papo automatically records the response. To forward low scores to a supervisor, add a condition node that checks whether the score is less than 3 and, in that case, assigns the conversation to a specific agent.
- Save and activate the Flow.
3. Validate and activate
After saving the rule and the Flow, make sure both are active. Now, every conversation that reaches the inactivity time will be archived and, shortly after, the CSAT survey will be sent automatically.
Who this automation is recommended for
- High-volume support teams that need to keep the inbox clean without losing the opportunity to collect feedback.
- Omnichannel operations (WhatsApp, Instagram, email) that want a standardized process for closing and rating.
- Companies using Papo's Kanban and CRM and want each service history to automatically include the CSAT score.
Frequently asked questions (FAQ)
Does the rule archive conversations that are still waiting for the customer's response?
Yes, if the configured time is reached. To preserve conversations in which the customer has not yet responded, you can increase the inactivity period or add a tag condition (e.g., “Waiting on Customer”) that prevents archiving.
Can the CSAT survey be sent before archiving?
Yes. You can reverse the logic: the Flow sends the survey and, after another period without a response, the rule archives. In this case, the Flow trigger would be another event (such as applying a “Service Completed” tag), and the archiving rule would continue to wait for inactivity.
How does Papo record the CSAT survey score?
The customer's response is associated with the conversation and is available in CSAT reports, where you can see the individual score, overall average, and distribution by agent.
Can I use a Message Template (HSM) if the delay exceeds 24 hours?
Yes. Using an HSM is mandatory when sending occurs outside the 24-hour window since the customer's last interaction. Make sure the template is approved by WhatsApp.
Can I see the history of sent surveys and responses?
Yes. In the Reports module, the CSAT section displays the list of recent responses with score, conversation, and responsible agent. The complete history can be exported.
What if the customer responds to the survey after archiving?
The conversation is automatically reopened and returns to the inbox, preserving the entire history. The new message is treated as a new interaction.
Read also
- What is the difference between Flow and Sequence in Papo?
- How to use the “Pending” status to postpone conversations and prioritize follow-ups
With the first user free, you can test the archiving rule and the CSAT Flow at no initial cost.