List all conversations with bad ratings in Intercom

Build a dynamic list of all the conversations that had a bad rating.

What do I get out of it?

By identifying the conversations where there was a problem, you can investigate what went wrong, and fix your process in order to improve your customer satisfaction.

How does it work?

Let's list all the conversations that have a rating of 25% or below in the past 30 days.

  1. Import "Conversations" data from Intercom in a sheet called "Intercom conversations". See how to import your data in Actiondesk here.
  2. Add a calculated column called "In past 30 days" with the following formula: =IF(TODAY()-#'Created at'<31,"Yes","No")
  3. Filter the column "In past 30 days" on the value "Yes".
  4. Filter the column "Conversation rating" on the values <=25%.

If you or your team investigate what went wrong for each conversation, you can add a note column where you can write explications.