CSAT Scorer

/**
 * Scores customer satisfaction from support interactions
 * and triggers follow-ups for unhappy customers.
 */

webhook support_interaction {
  label: "Support Interaction"
  schema: @json {
    {
      "type": "object",
      "required": ["customer_email", "interaction_text", "channel"],
      "properties": {
        "customer_email": { "type": "string" },
        "interaction_text": { "type": "string" },
        "channel": { "type": "string", "enum": ["chat", "email", "phone"] },
        "agent_name": { "type": "string" }
      }
    }
  }
}

workflow score_csat {
  label: "Score CSAT"

  root {
    type: code
    label: "Extract interaction"
    code: @ts { return context.nodes.root.input }
    outputSchema: @json {
      {
        "type": "object",
        "properties": {
          "customer_email": { "type": "string" },
          "interaction_text": { "type": "string" },
          "channel": { "type": "string" },
          "agent_name": { "type": "string" }
        }
      }
    }
  }

  node score {
    type: ai
    label: "Score satisfaction"
    kind: object
    model: "google/gemini-2.5-flash"
    prompt: @ts {
      const interaction = context.nodes.root.output
      return "Score the customer satisfaction of this " + interaction.channel + " support interaction from 1-5.\n\n" + interaction.interaction_text
    }
    schema: @json {
      {
        "type": "object",
        "required": ["score", "resolved", "customer_sentiment"],
        "properties": {
          "score": { "type": "number", "minimum": 1, "maximum": 5 },
          "resolved": { "type": "boolean" },
          "customer_sentiment": { "type": "string", "enum": ["happy", "neutral", "frustrated", "angry"] },
          "improvement_notes": { "type": "string" }
        }
      }
    }
  }

  node route {
    type: switch
    label: "Route by score"
    cases: ["needs_followup", "ok"]
    router: @ts {
      if (context.nodes.score.output.score <= 2) return "needs_followup"
      return "ok"
    }
  }

  node followup {
    type: email
    label: "Send follow-up"
    from: @ts { return "[email protected]" }
    to: @ts { return context.nodes.root.output.customer_email }
    subject: @ts { return "Following up on your support experience" }
    text: @ts {
      return "We noticed your recent support experience may not have met your expectations. We are committed to doing better. A senior support specialist will reach out within 24 hours to ensure your issue is fully resolved."
    }
  }

  node store_result {
    type: code
    label: "Store score"
    code: @ts {
      return {
        customer: context.nodes.root.output.customer_email,
        channel: context.nodes.root.output.channel,
        score: context.nodes.score.output.score,
        resolved: context.nodes.score.output.resolved,
        sentiment: context.nodes.score.output.customer_sentiment
      }
    }
  }

  flow {
    root -> score
    score -> route
    route -["needs_followup"]-> followup
    route -["ok"]-> store_result
  }
}

stream csat_scores {
  label: "CSAT scores"
  workflow: score_csat
  version: v1

  versions: {
    v1 {
      schema: @json {
        {
          "type": "object",
          "required": ["customer", "channel", "score", "resolved", "sentiment"],
          "properties": {
            "customer": { "type": "string" },
            "channel": { "type": "string" },
            "score": { "type": "number" },
            "resolved": { "type": "boolean" },
            "sentiment": { "type": "string" }
          }
        }
      }

      condition: @ts { return true }

      prepare: @ts {
        const stored = context.output.store_result
        if (stored) return stored
        return {
          customer: context.nodes.root.output.customer_email,
          channel: context.nodes.root.output.channel,
          score: context.nodes.score.output.score,
          resolved: context.nodes.score.output.resolved,
          sentiment: context.nodes.score.output.customer_sentiment
        }
      }
    }
  }
}

trigger on_interaction {
  webhook:support_interaction -> score_csat
  enabled: true
}