🎯 Goal: After every connected call, automatically trigger a CSAT/NPS/CES request over SMS, voice IVR, or WhatsApp, and view results on a unified dashboard.

📚 Table of contents

• When & why to use this
• Prerequisites
• Quick setup cheatsheet
• Step‑by‑step by channel
• A) SMS (link survey)
• B) Voice IVR (DTMF rating)
• C) WhatsApp (templated message)
• Validate the integration
• Troubleshooting
• Edge cases & limitations
• Security & privacy
• Rollback / disable
• FAQ
• Related articles
• Structured data (HowTo & FAQPage schema)

🧭 When & why to use this

• Close the loop on service quality with instant, channel‑appropriate CSAT outreach.
• Offer multiple options to customers: tap a link (SMS/WhatsApp) or press a key (IVR).
• Drive public reviews when ratings are high, route low ratings to grievance/escalation automatically.

📋 Prerequisites

For all channels

• ✅ MyOperator admin access
• ✅ ExCom/CSAT module enabled for your account
• ✅ At least one test number and a recent connected call to validate

Channel‑specific

• ✉️ SMS: Active SMS sender ID/credits (and DLT registration if required by your region)
• 📣 Voice IVR: Ability to edit an IVR flow and capture DTMF input
• 💬 WhatsApp: Facebook Business Manager (FBM) verified account, approved message templates, and documented business proofs (e.g., GST certificate, utility/phone bill, website presence)

🔐 Consent: Ensure you have consent/opt‑in to message customers on the chosen channels.

⚡ Quick setup cheatsheet (copy‑paste)

Trigger: After Call → On Connected Calls

Branching (recommended):

• ⭐ High rating (4–5): Thank you → Offer review link
• 😕 Low rating (1–3): Apology → route to grievance/escalation form/queue

Sample SMS text (copy‑paste)

Hi , thanks for speaking with . Please rate us (1-5): 

Sample WhatsApp body (copy‑paste, for an approved template)

Hi , thanks for speaking with . Please rate us (1-5): 

Template variables: = customer name, = brand, = survey link

Sample IVR prompt (DTMF)

Thanks for your call. Please rate your experience from 1 to 5 using your phone keypad. Press 1 for very dissatisfied, up to 5 for very satisfied.

🪜 Step‑by‑step by channel

Follow the path for your preferred channel (you can enable more than one).

A) SMS (link survey)

1. Create your survey (e.g., Google Form/Typeform/your CRM survey page) → copy the public URL.
2. In MyOperator → ExCom/CSAT (Post‑Call Communication), create a New Flow.
3. Trigger: After Call → Connected only.
4. Action: Send SMS → paste the Sample SMS text → insert variables (name, link).
5. (Optional) Routing: Add rules based on submitted rating (≥4 go to Reviews; ≤3 open ticket).
6. Save and enable the flow.

Copy block — template with variables

Hi , thanks for speaking with . Rate us (1-5): 

B) Voice IVR (DTMF rating)

1. In MyOperator → ExCom/CSAT, create New Flow.
2. Trigger: After Call → Connected only.
3. Action: Place a follow‑up call → attach IVR menu.
4. Prompt: Use the Sample IVR prompt above; map keys 1–5 to rating values.
5. Store result: Save DTMF input to your CSAT field / dashboard metric.
6. Routing:
• Keys 4/5: Thank‑you node → optional SMS/WhatsApp with review link.
• Keys 1–3: Create ticket and notify grievance owner.
7. Save and enable the flow.

C) WhatsApp (templated message)

1. Confirm your WABA is FBM‑verified; ensure message template (survey ask) is approved.
2. In MyOperator → ExCom/CSAT, create New Flow.
3. Trigger: After Call → Connected only.
4. Action: Send WhatsApp message → select approved template.
5. Map variables → name, brand, survey link.
6. (Optional) Smart‑reply: Add quick‑replies for “1, 2, 3, 4, 5” and map to rating capture.
7. Save and enable the flow.

💡 Tip: For high ratings, auto‑reply with a Google Review link; for low ratings, send a grievance form link.

🧪 Validate the integration

Live test

1. Place a short test call and end it after a few seconds.
2. Confirm your SMS/IVR/WhatsApp was delivered.

Delivery & logs

• Open MyOperator → ExCom/CSAT → Delivery/Logs and check the event.
• Success looks like: Delivered ✅ (SMS/WA) or DTMF captured (IVR), and the rating appears on your CSAT dashboard.

(Optional) Form test

• Open the survey link directly and submit a test rating to verify routing (reviews vs. grievance).

🛠️ Troubleshooting

No message/call sent

• Ensure the flow is enabled and Trigger = Connected calls.
• Check Delivery/Logs for throttling or invalid number errors.

WhatsApp not sending

• WABA not verified or template not approved → complete verification/approval.
• Missing opt‑in → collect explicit consent first.

SMS not delivered

• For some regions: missing DLT registration/template mapping; or the user is on DND.

IVR rating not captured

• DTMF capture node not connected; keypad input outside 1–5; retry with a reprompt.

Dashboard shows no data

• Confirm your flow stores ratings in the CSAT metric and the date filter includes your test.

⚖️ Edge cases & limitations

• Connected calls only: Missed/abandoned calls typically won’t trigger post‑call outreach.
• Timing windows: Some customers may receive messages late due to carrier/provider delays.
• WhatsApp policy windows: Only approved templates can be used outside 24‑hour session windows.
• Opt‑out & DND: Respect opt‑outs; avoid sending to DND numbers where prohibited.
• Link tracking: Use short links with analytics to measure clicks.

🔒 Security & privacy

• Obtain consent for follow‑ups; allow opt‑out.
• Do not expose PII in URLs; prefer tokenized links.
• Restrict dashboard access to authorized staff; set data retention policies.

🧹 Rollback / disable

1. Go to MyOperator → ExCom/CSAT.
2. Disable the flow (or delete it) to stop messages/calls.
3. Log the change in your changelog.

❓ FAQ

1. Can I run multiple channels at once?
   Yes. Many teams send SMS first, and WhatsApp if consented; IVR is great for non‑smartphone users.
2. What rating scale should I use?
   CSAT (1–5) is most common; you can also run NPS (0–10) or CES (1–5). Align dashboards accordingly.
3. Where do I see the results?
   In your CSAT dashboard. Add alerts to notify owners when a low rating is submitted.
4. How do I drive public reviews?
   Auto‑redirect high ratings to your Google/Play Store listing; keep low ratings internal for service recovery.
5. Can I limit to certain queues/teams?
   Yes—add conditions (DIDs/queues/agent tags) in your flow before sending.

🔗 Related articles

• Create an ExCom/CSAT flow in MyOperator → /kb/myoperator/excom-csat-flow
• WhatsApp onboarding & template approval → /kb/whatsapp/waba-verification
• SMS DLT registration guide (India) → /kb/sms/dlt-registration

🧱 Structured data (HowTo & FAQPage schema)

Add these JSON‑LD blocks to your CMS for better search/AI answers.

<script type="application/ld+json">{  "@context": "https://schema.org",  "@type": "HowTo",  "name": "Set up ExCom/CSAT on MyOperator for post-call surveys",  "totalTime": "PT30M",  "step": [    {"@type": "HowToStep", "name": "Open ExCom/CSAT and create a New Flow", "text": "Go to MyOperator → ExCom/CSAT and click New Flow.", "url": "#steps"},    {"@type": "HowToStep", "name": "Choose channel and author message/IVR", "text": "Pick SMS, Voice IVR, or WhatsApp and configure the content/IVR keys.", "url": "#steps"},    {"@type": "HowToStep", "name": "Enable connected-calls trigger", "text": "Set Trigger = After Call → Connected only.", "url": "#steps"},    {"@type": "HowToStep", "name": "Route based on rating", "text": "Send 4–5 to reviews, 1–3 to grievance/ticket.", "url": "#steps"},    {"@type": "HowToStep", "name": "Validate and monitor", "text": "Place a test call, check Delivery/Logs, and confirm dashboard metrics.", "url": "#validate"}  ],  "tool": [    {"@type": "HowToTool", "name": "MyOperator ExCom/CSAT"},    {"@type": "HowToTool", "name": "WhatsApp Business API (optional)"}  ],  "image": {    "@type": "ImageObject",    "url": "./images/excom-csat-flow.png",    "caption": "ExCom/CSAT flow builder with trigger ‘After Call (Connected)’ and actions for SMS/IVR/WhatsApp."  }}</script><script type="application/ld+json">{  "@context": "https://schema.org",  "@type": "FAQPage",  "mainEntity": [    {"@type": "Question", "name": "Can I run multiple channels at once?", "acceptedAnswer": {"@type": "Answer", "text": "Yes. You can enable SMS, Voice IVR, and WhatsApp together with conditions per queue/team."}},    {"@type": "Question", "name": "Where do I see the results?", "acceptedAnswer": {"@type": "Answer", "text": "Results appear on the CSAT dashboard; set alerts for low ratings."}},    {"@type": "Question", "name": "What are the WhatsApp requirements?", "acceptedAnswer": {"@type": "Answer", "text": "An FBM-verified WABA, approved templates, and standard business documents (e.g., GST certificate, phone/utility bill, website presence)."}}  ]}</script>

ExCom / CSAT Integration with MyOperator

Module Name: Excom\CSAT
Created By: Sonam Kapur