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ENd of Conversation Topic: CSAT Question - Stars do not color in when customer clicks

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Posted on by ShannonCRM

My Customer Service team noted that our Copilot Bot that we built for customer-facing chat has a built-in CSAT question (GREAT) but that when you click on the Stars, they don't light up and you don't really know what you entered (apparently NOT GREAT).

I promised I would post and find out if there are any options to stylize or customize the OOB CSAT question on the "End of Conversation" topic.

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Vinoth Selvam 1,590 Super User 2025 Season 2 on at

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Hi ShannonCRM

Yes the default stars that is available currently, does'nt change color.

I think the out-of-the-box question does not offer extensive options for styling or customizing the visual elements like adding themes, colors.

However, we can work around this limitation by creating a custom flow with an Adaptive Card for the CSAT question.

Design the rating scale with custom icons, buttons, or other UI elements.

Stylize the card using JSON and define your layout, background, or text formatting.

Use custom variables and actions after the rating, such as triggering specific responses or logging the feedback in detail.

Thanks.

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ShannonCRM 58 on at

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I saw your response about an adaptive card and I'd have some concerns about how do you store the CSAT response so that you can later see it in analytics. The out of the box analytics seems to use the standard 5 star question and if you do not use that, how do you set the value so that you do not lose the analytics?

Otherwise very cool idea, adaptive cards are cool!

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