Weekly Re:amaze support quality review posted to Slack
Every Monday at 8am, turn last week's customer ratings and conversations into a plain-language review of what is actually making customers unhappy.
Re:amaze
Google Sheets
Slack BotCustomer SupportOperationsAI ReportsFeedback TriageDaily DigestsEvery Monday at 8am on a cron schedule, build my support team a weekly quality review from Re:amaze.
Start by gathering the data. Use the Re:amaze List Satisfaction Ratings operation to pull the past week's CSAT scores, and List Conversations to pull the past week's conversations. Then pull the same two sets for the week before that, because the comparison is part of the report.
Calculate the headline numbers: average rating for the week, total conversations handled, and how each compares with the week before. Show the direction and size of the change, not just the raw figures, so a manager can see at a glance whether the week got better or worse.
Then do the part that matters more than the arithmetic. Read the low scoring ratings and open the conversations behind them, using List Conversations and List Messages to get the actual back and forth where you need more context than the rating comment gives you. Tell me in plain language what the recurring themes are, which topics are driving unhappy customers, and which of those themes are trending worse than last week. Group similar complaints together instead of listing every ticket, quote a short representative line where it makes the point, and skip the corporate hedging. If the volume of ratings is too low to support a confident theme, say so rather than inventing a pattern.
Append one row per week to a Google Sheets tracker using the Append Values operation, so the trend builds up over time. The row should carry the week start date, total conversations handled, number of ratings received, average rating, count of low scores, the week over week change in average rating, and a short summary of the top themes. Keep the column order identical every week so the sheet can be charted.
Finally, post the digest to Slack with the Slack Bot Send a Message operation. Lead with the headline numbers and the week over week comparison, then the top three themes with a sentence each on what is driving them, then a recommended focus for the week: the single thing the team should fix or watch. Keep it short enough to read in the channel without opening anything else, and make clear which themes are getting worse rather than just which are biggest.
One caveat to handle gracefully: the Re:amaze satisfaction ratings and reports endpoints require the connected token owner's staff role to hold the access_reports permission. If the ratings call fails with a permission error, still send the digest with conversation volume and themes, and say clearly in the Slack message that CSAT scores could not be read because the connected Re:amaze login lacks report access.
What does this prompt do?
- Pulls last week's customer satisfaction scores and conversations from Re:amaze and works out the headline numbers: average rating, how many conversations your team handled, and how both compare with the week before.
- Reads the low scoring ratings and the conversations behind them, then explains the recurring themes in plain language instead of only counting them.
- Adds one row per week to a Google Sheets tracker, so the trend builds up over time rather than living in a one-off message.
- Posts a Slack digest to your support team with the top three themes and a recommended focus for the week ahead.
What do I need to use this?
- A Re:amaze account, connected with a login that has permission to view reports. Without that permission the satisfaction scores cannot be read.
- A Google Sheets spreadsheet to use as the weekly tracker. It can start empty, since the first run adds the header style row of numbers.
- A Slack workspace and the channel where your support team wants the Monday digest.
How can I customize it?
- Change the timing. Monday at 8am suits a week kickoff, but plenty of teams prefer it Friday afternoon while the week is still fresh.
- Change what counts as a low score, or narrow the review to a single brand, inbox, or team member.
- Change where it lands: a different Slack channel, more or fewer than three themes, or extra columns in the tracker such as response times.
FAQs
Why can it not see our satisfaction scores?
What if we only got a handful of ratings last week?
Does this change anything in our helpdesk?
How does it know what is trending worse?
Can it cover more than one brand?
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Stop guessing why customers were unhappy last week.
Get the numbers, the themes behind them, and one clear focus for the week, in your Slack channel every Monday morning.