Automation & CSAT

Balas otomatis saat tim sedang tutup, dan tanya "puas nggak?" setelah tiket selesai — dua hal kecil yang membuat toko terlihat profesional. This page covers the two workspace automations: the auto-response (a business-hours-aware acknowledgement on every new ticket) and CSAT surveys (a one-click satisfaction rating after a ticket is resolved).

Both are configured at /dashboard/settings.

Auto-response

When enabled, every new ticket immediately gets an automatic reply — so a customer who writes at 11 pm knows their message landed, and one who writes at 11 am knows you're on it.

Two templates, picked by the clock:

Inside business hours — e.g. "Terima kasih! Tim kami akan membalas dalam 1–2 jam."
Outside business hours — e.g. "Kami sedang tutup — kami balas besok mulai jam 09:00 WIB."

The auto-reply:

is sent over the ticket's origin channel — by email for form / widget / email tickets, over WhatsApp for WhatsApp tickets, into the chat for Telegram tickets,
appears in the ticket thread as a real message authored by "Auto-reply", visible to both the customer and your agents,
fires once per ticket, on creation only — follow-up replies don't re-trigger it,
stays silent when the matching template is empty (e.g. fill in only the outside-hours template to auto-reply only at night).

Business hours

Hours are per-day windows in your timezone (WIB — Asia/Jakarta — is the default the portal offers):

each weekday is either closed or has an open–close window in HH:mm (24-hour),
overnight windows work: 22:00–06:00 means open from 10 pm through 6 am the next morning,
no business hours configured = every ticket gets the inside-hours template.

Settings API

The portal is a thin layer over GET/PUT /api/v1/settings/automation:

curl -X PUT https://suppuo.com/api/v1/settings/automation \
  -H "Authorization: Bearer sk_live_xxx" \
  -H "Content-Type: application/json" \
  -d '{
    "autoResponseEnabled": true,
    "autoResponseInside": "Terima kasih! Tim kami akan membalas dalam 1-2 jam.",
    "autoResponseOutside": "Kami sedang tutup. Kami balas besok mulai 09:00 WIB.",
    "businessHours": {
      "tz": "Asia/Jakarta",
      "days": [
        null,
        { "dow": 1, "open": "09:00", "close": "17:00" },
        { "dow": 2, "open": "09:00", "close": "17:00" },
        { "dow": 3, "open": "09:00", "close": "17:00" },
        { "dow": 4, "open": "09:00", "close": "17:00" },
        { "dow": 5, "open": "09:00", "close": "17:00" },
        null
      ]
    }
  }'

businessHours.days is exactly 7 entries indexed by day-of-week (0 = Sunday … 6 = Saturday); null = closed that day.
Templates max 5 000 chars; null (or empty) clears a template.
businessHours: null clears the schedule entirely.
Fields you omit are left unchanged. GET returns the same shape (defaults: everything off / null).
hideBranding: true removes "Powered by Suppuo" from requester emails, the live chat widget, and your hosted form + ticket status pages (a paid-tier perk — free for everyone during early access). Also togglable in the portal under Settings → Branding.

CSAT surveys

When a ticket is set to resolved, the requester gets one survey email — three one-click emoji links:

How did we do? 😞 😐 😊

One click records the rating (1 = 😞, 2 = 😐, 3 = 😊) on the tokenized rating page (/t/<token>/rate), where they can also leave an optional comment. The same "How did we do?" block appears on the ticket's status page once it's resolved.

Send rules, honestly:

At most one survey email per ticket — re-resolving a re-opened ticket doesn't send another.
No email goes out if the requester already rated (e.g. via the status page) or if the ticket has no email address (phone-/chat-identified WhatsApp and Telegram tickets) — those customers can still rate from the status page if they have the link.
The requester can change their rating — the latest score wins.
Ratings only open once the ticket is resolved or closed; earlier attempts get a 409.

CSAT endpoints

Submit (public, tokenized — this is what the email links and the status page call):

curl -X POST "https://suppuo.com/api/v1/public/tickets/TICKET_ACCESS_TOKEN/csat" \
  -H "Content-Type: application/json" \
  -d '{ "score": 3, "comment": "Cepat dan ramah!" }'

Field	Type	Notes
`score`	int	required — `1` (bad), `2` (okay), `3` (great)
`comment`	string	optional, ≤2 000 chars

Read your workspace's aggregates (agent surface — powers the dashboard's satisfaction card):

curl -H "Authorization: Bearer sk_live_xxx" \
  "https://suppuo.com/api/v1/csat/stats"

{
  "data": { "average": 2.71, "count": 34 },
  "error": null,
  "meta": { "requestId": "req_01jx…", "timestamp": "2026-06-11T03:25:00.000Z" }
}