Collecting AI agent satisfaction (BSAT) ratings for AI agents

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<div class="p">AI agent satisfaction (BSAT) ratings are feedback from your users that measure their
happiness with how your AI agent performed. When a BSAT rating request is sent, the user
is asked to rate their support experience. Customers can rate the AI agent on a scale of
1 to 5 (using emojis or stars) or decline to answer.<div class="note" id="BSAT__note_jrr_rzy_hkc">
<span class="notetitle">Note:</span> BSAT is
available for messaging AI agents only.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="BSAT__ul_s1v_t5g_52c">
<li class="li"><a class="xref" href="#topic_zqh_xtg_52c">Turning on BSAT rating collection</a></li>
<li class="li"><a class="xref" href="#topic_upb_m5g_52c">Configuring the BSAT rating scale</a></li>
<li class="li"><a class="xref" href="#topic_thh_mch_52c">Configuring the BSAT system reply</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zqh_xtg_52c">
<h2 class="title topictitle2" id="ariaid-title2">Turning on BSAT rating collection</h2>
<div class="body">
<p class="p">BSAT ratings are collected using a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882" target="_blank">system reply</a> called Collect BSAT reply. For this system
reply to work, you must first configure how and when it should be sent during a
conversation with a user. There are two methods to send BSAT collection:</p>
<ul class="ul" id="topic_zqh_xtg_52c__ul_oxg_tvg_52c">
<li class="li">
<strong class="ph b">Using a trigger</strong> based on reaching the end of a dialogue or generative
procedure (<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">AI agents with agentic AI</a> only), or
after a knowledge answer is shared (AI agents with agentic AI only).</li>
<li class="li">
<strong class="ph b">Linking to the BSAT reply</strong> from within a dialogue.</li>
</ul>
<p class="p">It's recommended to use one of these methods, not both. Links to a feedback reply
always override triggers.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_ryx_f5g_52c">
<h3 class="title topictitle3" id="ariaid-title3">Using a trigger to collect BSAT ratings</h3>
<div class="body">
<p class="p">You can create a trigger to configure when the BSAT collection prompt should
appear during a conversation between an AI agent and a user. This trigger can be
based on reaching the end of a dialogue or generative procedure (AI agents with
agentic AI only), or after a knowledge answer is shared (AI agents with agentic
AI only).</p>
<div class="p">
<div class="note" id="topic_ryx_f5g_52c__note_hpj_nrd_h3c">
<span class="notetitle">Note:</span> BSAT replies associated with a trigger aren't sent
for conversations that were escalated to a human agent.</div>
</div>
<p class="p"><strong class="ph b">To use a trigger to collect BSAT ratings</strong></p>
<div class="p">
<ol class="ol" id="topic_ryx_f5g_52c__ol_py3_bxg_52c">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_ryx_f5g_52c__d8e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select <strong class="ph b">Collect BSAT reply</strong>.</li>
<li class="li">Click the <strong class="ph b">Settings</strong> tab.</li>
<li class="li">Under <strong class="ph b">Triggers</strong>, select <strong class="ph b">Activate triggers for BSAT
replies</strong>.</li>
<li class="li">Under <strong class="ph b">Trigger reply when</strong>, click the plus (+) icon and then select
and configure one of the following trigger conditions:<ul class="ul" id="topic_ryx_f5g_52c__ol_jc3_zxg_52c">
<li class="li">
<strong class="ph b">The end of a procedure is reached</strong>: (Available only for AI
agents with agentic AI) This condition is satisfied when the AI
agent has reached the end of a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">generative procedure</a>
and the specified amount of time has passed. A BSAT reply
triggered by reaching the end of a procedure can appear only
once per conversation.</li>
<li class="li">
<strong class="ph b">The end of a dialogue is reached</strong>: This condition is
satisfied when the AI agent has reached the end of a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue</a> and the
specified amount of time has passed. A BSAT reply triggered by
reaching the end of a dialogue can appear only once per
conversation.</li>
<li class="li">
<strong class="ph b">A knowledge answer is shared</strong>: (Available only for AI
agents with agentic AI) This condition is satisfied when the AI
agent has shared an AI-generated answer.<p class="p"><img class="image" id="topic_ryx_f5g_52c__image_spc_d1h_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_bsat_trigger_configuration.png" width="600"></p>
</li>
</ul>
</li>
<li class="li">(Optional) Repeat the previous step to configure additional
conditions.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_qgs_g5g_52c">
<h3 class="title topictitle3" id="ariaid-title4">Linking to the BSAT reply in a dialogue to collect BSAT ratings</h3>
<div class="body">
<p class="p">You can choose to send a BSAT collection prompt at any point in a dialogue. You
do this by linking to the Collect BSAT reply system reply from any block within
a dialogue. </p>
<p class="p">With this method, you must manually link to the BSAT reply in every dialogue
where you want it to be sent. And if you want to turn off BSAT rating
collection, you must manually remove the link in every dialogue. Disabling
triggers for BSAT replies doesn't affect linked replies.</p>
<p class="p"><strong class="ph b">To link to the BSAT reply in a dialogue</strong></p>
<div class="p">
<ol class="ol" id="topic_qgs_g5g_52c__ol_z4j_k1h_52c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9066753203738#topic_nvb_tzl_52c" target="_blank">Open the dialogue builder</a> for
the dialogue where you want to add a BSAT reply link.</li>
<li class="li">Choose an appropriate block, add a <strong class="ph b">Link to</strong> block, and select
<strong class="ph b">Collect BSAT reply</strong>.</li>
<li class="li">Save and publish your changes.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_upb_m5g_52c">
<h2 class="title topictitle2" id="ariaid-title5">Configuring the BSAT rating scale</h2>
<div class="body">
<p class="p">You can select the type of rating scale that's displayed to users when a BSAT
collection prompt is sent. By default, the Collect BSAT reply uses emojis, but you
can also select a star️ rating system. In conversations, all options are rendered as
buttons.</p>
<div class="p">
<div class="note" id="topic_upb_m5g_52c__note_pzx_cyp_qhc">
<span class="notetitle">Note:</span> For BSAT to work in WhatsApp, you must use the star
rating scale, not the emoji rating scale.</div>
</div>
<p class="p"><strong class="ph b">To configure the BSAT rating scale</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_upb_m5g_52c__d8e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select <strong class="ph b">Collect BSAT reply</strong>.</li>
<li class="li">Click the <strong class="ph b">Settings</strong> tab.</li>
<li class="li">Under <strong class="ph b">Rating options</strong>, select one of the following options:<ul class="ul" id="topic_upb_m5g_52c__ol_ndk_pdh_52c">
<li class="li">
<strong class="ph b">Emoji rating</strong><p class="p"><img class="image" id="topic_upb_m5g_52c__image_zwl_vdh_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_bsat_config_emoji_rating.png"></p>
</li>
<li class="li">
<strong class="ph b">Star rating</strong><p class="p"><img class="image" id="topic_upb_m5g_52c__image_y3k_5dh_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_bsat_config_star_rating.png"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_thh_mch_52c">
<h2 class="title topictitle2" id="ariaid-title6">Configuring the BSAT system reply</h2>
<div class="body">
<p class="p">If needed, you can configure the default Collect BSAT reply system reply in the
dialogue builder. </p>
<p class="p"><strong class="ph b">To configure the BSAT system reply</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_thh_mch_52c__d8e127" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select <strong class="ph b">Collect BSAT reply</strong>.<p class="p"><img class="image" id="topic_thh_mch_52c__image_rby_jfh_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_bsat_reply_tab.png" width="600"></p>
</li>
<li class="li">Select the language of the reply you want to edit.<p class="p">The dialogue builder
opens, showing the dialogue for the Collect BSAT reply system
reply.</p>
<p class="p"><img class="image" id="topic_thh_mch_52c__image_zts_rch_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_collect_bsat_response_example.png" width="600"></p>
</li>
<li class="li">
<p class="p">To change the question that's presented to the user when the BSAT
collection prompt is sent, click the <strong class="ph b">BSAT question</strong> block and
select one of the following options:</p>
<ul class="ul" id="topic_thh_mch_52c__ol_pzz_vfh_52c">
<li class="li"><strong class="ph b">How would you rate your experience?</strong></li>
<li class="li"><strong class="ph b">If you have a moment, please rate your experience</strong></li>
<li class="li"><strong class="ph b">How would you rate the quality of your customer support
experience?</strong></li>
<li class="li">
<strong class="ph b">Use translated question</strong><p class="p">You can use this last option to add
a translated version for all the languages supported by your AI
agent.</p>
</li>
</ul>
</li>
<li class="li">To configure what happens in the conversation flow, select the appropriate
block and make updates as needed.<p class="p">For help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">Creating dialogues to define scripted
conversation flows for AI agents</a>.</p>
</li>
<li class="li">Save and publish your changes.</li>
</ol>
</div>
</div>
</div>
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