Create a CSAT rule for a team

Creates a new rule for a team. If CSAT settings do not exist for the team, they will be created automatically.

POST /v1/csat/rules/{teamUid}

Create a CSAT rule for a team

cURL

curl --request POST \
  --url https://platform.thena.ai/v1/csat/rules/{teamUid} \
  --header 'Content-Type: application/json' \
  --header 'x-api-key: <api-key>' \
  --data '
{
  "name": "High Priority Ticket Survey",
  "isActive": true,
  "allFilters": {
    "ticket": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "account": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "contact": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    }
  },
  "anyFilters": {
    "ticket": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "account": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "contact": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    }
  },
  "triggerConfig": {
    "triggerType": "always",
    "randomPercentage": 10,
    "triggerEvent": "ticket_resolved",
    "delayMinutes": 30
  },
  "feedbackConfig": {
    "enabled": true,
    "feedbackType": "star",
    "includeCommentField": true,
    "customTitle": "How was your experience?",
    "customMessage": "Please rate your satisfaction with our support.",
    "customThankYouMessage": "Thank you for your feedback!",
    "commentFieldLabel": "Additional Comments",
    "commentFieldPlaceholder": "Please share any additional feedback here...",
    "brandingColor": "#3366CC",
    "deliveryChannel": "email"
  },
  "description": "Sends CSAT surveys to customers with high priority tickets",
  "priority": 1
}
'

201

{
  "data": {
    "ok": true,
    "data": {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "team": {
        "id": "12345678910"
      },
      "organization": {
        "id": "98765432110"
      },
      "isEnabled": true,
      "cooldownPeriodDays": 14,
      "userCooldownPeriodDays": 30,
      "emailConfigId": "email-config-123",
      "closedStatusIds": [
        "1",
        "2",
        "3"
      ],
      "rules": [
        {
          "id": "e4d2a5b1-9c3f-4c8d-b1a2-3e4f5a6b7c8d",
          "name": "High Priority Ticket Survey",
          "description": "Sends CSAT surveys to customers with high priority tickets",
          "isActive": true,
          "priority": 1,
          "createdAt": "2023-08-01T12:00:00Z",
          "updatedAt": "2023-08-02T14:30:00Z"
        }
      ],
      "createdAt": "2023-01-01T00:00:00.000Z",
      "updatedAt": "2023-01-01T00:00:00.000Z"
    }
  },
  "status": true,
  "message": "CSAT rule created successfully",
  "timestamp": "2025-07-15T11:38:09.817Z"
}

Authorizations

x-api-key · string · header · required

Enter your API key

Path Parameters

teamUid · string · required

Body

application/json

name · string · required

Name of the CSAT rule

Example:

"High Priority Ticket Survey"

isActive · boolean · required

Whether the rule is active

Example:

true

allFilters · object · required

Filters where ALL conditions must be met

Show child attributes

anyFilters · object · required

Filters where ANY condition can be met

Show child attributes

triggerConfig · object · required

Configuration for when and how the CSAT survey is triggered

Show child attributes

feedbackConfig · object · required

Configuration for the CSAT survey appearance and behavior

Show child attributes

description · string

Description of the CSAT rule

Example:

"Sends CSAT surveys to customers with high priority tickets"

priority · number

Priority of the CSAT rule

Example:

1

Response

201

application/json

Success - CSAT rule created successfully