Applies to Product - Microsoft Copilot Studio
What’s happening?
Customers are unable to see filling or shading for the star rating in the CSAT survey, leading to confusion as the selected rating does not visually indicate the user's choice.
Reason:
The current functionality of adaptive cards does not support persisting the user's rating selection for a star rating adaptive card. Additionally, the CSAT survey is not customizable, which prevents users from viewing their selected ratings.
Resolution:
- It has been confirmed that the CSAT question cannot be customized, and the expected behavior is that the selected star rating does not highlight.
- A workaround is to use an adaptive card for a more user-friendly survey response. However, this approach has the downside that the recorded CSAT rating will not appear in the Copilot CSAT Analytics and metrics.
- For further assistance, consider exploring the implementation of a Customer Voice Survey at the end of the bot conversation, which may allow for the average CSAT rating to be reflected in the Omnichannel Historical Analytics Dashboard.