Update a CSAT rule

curl --request PATCH \
  --url https://platform.thena.ai/v1/csat/rules/{id} \
  --header 'Content-Type: application/json' \
  --header 'x-api-key: <api-key>' \
  --data '
{
  "name": "High Priority Ticket Survey",
  "description": "Sends CSAT surveys to customers with high priority tickets",
  "isActive": true,
  "allFilters": {
    "ticket": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "account": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "contact": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    }
  },
  "anyFilters": {
    "ticket": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "account": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "contact": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    }
  },
  "triggerConfig": {
    "triggerType": "always",
    "randomPercentage": 10,
    "triggerEvent": "ticket_resolved",
    "delayMinutes": 30
  },
  "feedbackConfig": {
    "enabled": true,
    "feedbackType": "star",
    "includeCommentField": true,
    "customTitle": "How was your experience?",
    "customMessage": "Please rate your satisfaction with our support.",
    "customThankYouMessage": "Thank you for your feedback!",
    "commentFieldLabel": "Additional Comments",
    "commentFieldPlaceholder": "Please share any additional feedback here...",
    "brandingColor": "#3366CC",
    "deliveryChannel": "email"
  },
  "priority": 1
}
'

{
  "data": {
    "ok": true,
    "data": {
      "id": "e4d2a5b1-9c3f-4c8d-b1a2-3e4f5a6b7c8d",
      "name": "Updated High Priority Ticket Survey",
      "description": "Updated description for high priority ticket surveys",
      "isActive": false,
      "priority": 10,
      "allFilters": {
        "ticket": {
          "standardFields": [
            {
              "field": "status",
              "operator": "=",
              "value": "closed"
            }
          ],
          "customFields": []
        },
        "account": {
          "standardFields": [],
          "customFields": []
        },
        "contact": {
          "standardFields": [],
          "customFields": []
        }
      },
      "anyFilters": {
        "ticket": {
          "standardFields": [
            {
              "field": "priority",
              "operator": "=",
              "value": "high"
            }
          ],
          "customFields": []
        },
        "account": {
          "standardFields": [],
          "customFields": []
        },
        "contact": {
          "standardFields": [],
          "customFields": []
        }
      },
      "triggerConfig": {
        "enabled": true,
        "deliveryChannel": "email",
        "delayInMinutes": 5
      },
      "feedbackConfig": {
        "enabled": true,
        "feedbackType": "thumbs",
        "includeCommentField": false,
        "brandingColor": "#dc2626"
      },
      "createdAt": "2023-08-01T12:00:00Z",
      "updatedAt": "2023-08-02T14:30:00Z"
    }
  },
  "status": true,
  "message": "CSAT rule updated successfully",
  "timestamp": "2025-07-15T11:38:09.817Z"
}

PATCH

csat

rules

{id}

Update a CSAT rule

curl --request PATCH \
  --url https://platform.thena.ai/v1/csat/rules/{id} \
  --header 'Content-Type: application/json' \
  --header 'x-api-key: <api-key>' \
  --data '
{
  "name": "High Priority Ticket Survey",
  "description": "Sends CSAT surveys to customers with high priority tickets",
  "isActive": true,
  "allFilters": {
    "ticket": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "account": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "contact": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    }
  },
  "anyFilters": {
    "ticket": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "account": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    },
    "contact": {
      "standardFields": [
        {
          "field": "status",
          "operator": "=",
          "value": "open"
        }
      ],
      "customFields": [
        {
          "field": "custom_CFLLXQWWY4Z",
          "customFieldId": "CFLLXQWWY4Z",
          "operator": "=",
          "value": "Value"
        }
      ]
    }
  },
  "triggerConfig": {
    "triggerType": "always",
    "randomPercentage": 10,
    "triggerEvent": "ticket_resolved",
    "delayMinutes": 30
  },
  "feedbackConfig": {
    "enabled": true,
    "feedbackType": "star",
    "includeCommentField": true,
    "customTitle": "How was your experience?",
    "customMessage": "Please rate your satisfaction with our support.",
    "customThankYouMessage": "Thank you for your feedback!",
    "commentFieldLabel": "Additional Comments",
    "commentFieldPlaceholder": "Please share any additional feedback here...",
    "brandingColor": "#3366CC",
    "deliveryChannel": "email"
  },
  "priority": 1
}
'

{
  "data": {
    "ok": true,
    "data": {
      "id": "e4d2a5b1-9c3f-4c8d-b1a2-3e4f5a6b7c8d",
      "name": "Updated High Priority Ticket Survey",
      "description": "Updated description for high priority ticket surveys",
      "isActive": false,
      "priority": 10,
      "allFilters": {
        "ticket": {
          "standardFields": [
            {
              "field": "status",
              "operator": "=",
              "value": "closed"
            }
          ],
          "customFields": []
        },
        "account": {
          "standardFields": [],
          "customFields": []
        },
        "contact": {
          "standardFields": [],
          "customFields": []
        }
      },
      "anyFilters": {
        "ticket": {
          "standardFields": [
            {
              "field": "priority",
              "operator": "=",
              "value": "high"
            }
          ],
          "customFields": []
        },
        "account": {
          "standardFields": [],
          "customFields": []
        },
        "contact": {
          "standardFields": [],
          "customFields": []
        }
      },
      "triggerConfig": {
        "enabled": true,
        "deliveryChannel": "email",
        "delayInMinutes": 5
      },
      "feedbackConfig": {
        "enabled": true,
        "feedbackType": "thumbs",
        "includeCommentField": false,
        "brandingColor": "#dc2626"
      },
      "createdAt": "2023-08-01T12:00:00Z",
      "updatedAt": "2023-08-02T14:30:00Z"
    }
  },
  "status": true,
  "message": "CSAT rule updated successfully",
  "timestamp": "2025-07-15T11:38:09.817Z"
}

Authorizations

x-api-key

string

header

required

Enter your API key

Path Parameters

string

required

Body

application/json

name

string

Name of the CSAT rule

Example:

"High Priority Ticket Survey"

description

string

Description of the CSAT rule

Example:

"Sends CSAT surveys to customers with high priority tickets"

isActive

boolean

Whether the rule is active

Example:

true

allFilters

object

Filters where ALL conditions must be met

Show child attributes

allFilters.ticket

object

Ticket filters

Show child attributes

allFilters.ticket.standardFields

object[]

Standard field filters

Show child attributes

allFilters.ticket.standardFields.field

string

Field name

Example:

"status"

allFilters.ticket.standardFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

allFilters.ticket.standardFields.value

object

Filter value

Example:

"open"

Example:

[
  {
    "field": "status",
    "operator": "=",
    "value": "open"
  }
]

allFilters.ticket.customFields

object[]

Custom field filters

Show child attributes

allFilters.ticket.customFields.field

string

Field name

Example:

"custom_CFLLXQWWY4Z"

allFilters.ticket.customFields.customFieldId

string

ID of the custom field

Example:

"CFLLXQWWY4Z"

allFilters.ticket.customFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

allFilters.ticket.customFields.value

object

Filter value

Example:

"This is a custom field value"

Example:

[
  {
    "field": "custom_CFLLXQWWY4Z",
    "customFieldId": "CFLLXQWWY4Z",
    "operator": "=",
    "value": "Value"
  }
]

allFilters.account

object

Account filters

Show child attributes

allFilters.account.standardFields

object[]

Standard field filters

Show child attributes

allFilters.account.standardFields.field

string

Field name

Example:

"status"

allFilters.account.standardFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

allFilters.account.standardFields.value

object

Filter value

Example:

"open"

Example:

[
  {
    "field": "status",
    "operator": "=",
    "value": "open"
  }
]

allFilters.account.customFields

object[]

Custom field filters

Show child attributes

allFilters.account.customFields.field

string

Field name

Example:

"custom_CFLLXQWWY4Z"

allFilters.account.customFields.customFieldId

string

ID of the custom field

Example:

"CFLLXQWWY4Z"

allFilters.account.customFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

allFilters.account.customFields.value

object

Filter value

Example:

"This is a custom field value"

Example:

[
  {
    "field": "custom_CFLLXQWWY4Z",
    "customFieldId": "CFLLXQWWY4Z",
    "operator": "=",
    "value": "Value"
  }
]

allFilters.contact

object

Contact filters

Show child attributes

allFilters.contact.standardFields

object[]

Standard field filters

Show child attributes

allFilters.contact.standardFields.field

string

Field name

Example:

"status"

allFilters.contact.standardFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

allFilters.contact.standardFields.value

object

Filter value

Example:

"open"

Example:

[
  {
    "field": "status",
    "operator": "=",
    "value": "open"
  }
]

allFilters.contact.customFields

object[]

Custom field filters

Show child attributes

allFilters.contact.customFields.field

string

Field name

Example:

"custom_CFLLXQWWY4Z"

allFilters.contact.customFields.customFieldId

string

ID of the custom field

Example:

"CFLLXQWWY4Z"

allFilters.contact.customFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

allFilters.contact.customFields.value

object

Filter value

Example:

"This is a custom field value"

Example:

[
  {
    "field": "custom_CFLLXQWWY4Z",
    "customFieldId": "CFLLXQWWY4Z",
    "operator": "=",
    "value": "Value"
  }
]

anyFilters

object

Filters where ANY condition can be met

Show child attributes

anyFilters.ticket

object

Ticket filters

Show child attributes

anyFilters.ticket.standardFields

object[]

Standard field filters

Show child attributes

anyFilters.ticket.standardFields.field

string

Field name

Example:

"status"

anyFilters.ticket.standardFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

anyFilters.ticket.standardFields.value

object

Filter value

Example:

"open"

Example:

[
  {
    "field": "status",
    "operator": "=",
    "value": "open"
  }
]

anyFilters.ticket.customFields

object[]

Custom field filters

Show child attributes

anyFilters.ticket.customFields.field

string

Field name

Example:

"custom_CFLLXQWWY4Z"

anyFilters.ticket.customFields.customFieldId

string

ID of the custom field

Example:

"CFLLXQWWY4Z"

anyFilters.ticket.customFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

anyFilters.ticket.customFields.value

object

Filter value

Example:

"This is a custom field value"

Example:

[
  {
    "field": "custom_CFLLXQWWY4Z",
    "customFieldId": "CFLLXQWWY4Z",
    "operator": "=",
    "value": "Value"
  }
]

anyFilters.account

object

Account filters

Show child attributes

anyFilters.account.standardFields

object[]

Standard field filters

Show child attributes

anyFilters.account.standardFields.field

string

Field name

Example:

"status"

anyFilters.account.standardFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

anyFilters.account.standardFields.value

object

Filter value

Example:

"open"

Example:

[
  {
    "field": "status",
    "operator": "=",
    "value": "open"
  }
]

anyFilters.account.customFields

object[]

Custom field filters

Show child attributes

anyFilters.account.customFields.field

string

Field name

Example:

"custom_CFLLXQWWY4Z"

anyFilters.account.customFields.customFieldId

string

ID of the custom field

Example:

"CFLLXQWWY4Z"

anyFilters.account.customFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

anyFilters.account.customFields.value

object

Filter value

Example:

"This is a custom field value"

Example:

[
  {
    "field": "custom_CFLLXQWWY4Z",
    "customFieldId": "CFLLXQWWY4Z",
    "operator": "=",
    "value": "Value"
  }
]

anyFilters.contact

object

Contact filters

Show child attributes

anyFilters.contact.standardFields

object[]

Standard field filters

Show child attributes

anyFilters.contact.standardFields.field

string

Field name

Example:

"status"

anyFilters.contact.standardFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

anyFilters.contact.standardFields.value

object

Filter value

Example:

"open"

Example:

[
  {
    "field": "status",
    "operator": "=",
    "value": "open"
  }
]

anyFilters.contact.customFields

object[]

Custom field filters

Show child attributes

anyFilters.contact.customFields.field

string

Field name

Example:

"custom_CFLLXQWWY4Z"

anyFilters.contact.customFields.customFieldId

string

ID of the custom field

Example:

"CFLLXQWWY4Z"

anyFilters.contact.customFields.operator

enum<string>

Operator

Available options:

=,

!=,

>,

<,

>=,

<=,

contains,

not_contains,

in,

not_in,

is_empty,

is_not_empty

Example:

"="

anyFilters.contact.customFields.value

object

Filter value

Example:

"This is a custom field value"

Example:

[
  {
    "field": "custom_CFLLXQWWY4Z",
    "customFieldId": "CFLLXQWWY4Z",
    "operator": "=",
    "value": "Value"
  }
]

triggerConfig

object

Configuration for when and how the CSAT survey is triggered

Show child attributes

triggerConfig.triggerType

enum<string>

required

Type of trigger: always send or randomly send

Available options:

always,

random

Example:

"always"

triggerConfig.randomPercentage

enum<number>

Percentage of tickets to randomly select for CSAT (10% or 20%)

Available options:

10,

20

Example:

10

triggerConfig.triggerEvent

enum<string>

Event that triggers the CSAT survey

Available options:

ticket_resolved,

ticket_closed,

time_after_response

Example:

"ticket_resolved"

triggerConfig.delayMinutes

number

Delay in minutes after the trigger event

Required range: x >= 0

Example:

30

feedbackConfig

object

Configuration for the CSAT survey appearance and behavior

Show child attributes

feedbackConfig.enabled

boolean

required

Whether this feedback configuration is enabled

Example:

true

feedbackConfig.feedbackType

enum<string>

required

Type of feedback: star rating or thumbs up/down

Available options:

star,

thumbs

Example:

"star"

feedbackConfig.includeCommentField

boolean

required

Whether to include a comment field in the survey

Example:

true

feedbackConfig.customTitle

string

Custom title for the CSAT survey

Example:

"How was your experience?"

feedbackConfig.customMessage

string

Custom message for the CSAT survey

Example:

"Please rate your satisfaction with our support."

feedbackConfig.customThankYouMessage

string

Custom thank you message displayed after survey completion

Example:

"Thank you for your feedback!"

feedbackConfig.commentFieldLabel

string

Label for the comment field

Example:

"Additional Comments"

feedbackConfig.commentFieldPlaceholder

string

Placeholder text for the comment field

Example:

"Please share any additional feedback here..."

feedbackConfig.brandingColor

string

Hex color code for survey branding

Example:

"#3366CC"

feedbackConfig.deliveryChannel

string

Delivery channel for the survey

Example:

"email"

priority

number

Priority of the CSAT rule

Example:

1

Response

Success - CSAT rule updated successfully

Get a CSAT rule by ID

Delete a CSAT rule

⌘I

API reference

MCP tools

Platform

Agent studio

Workflows

Apps platform

Help Center

Update a CSAT rule

Authorizations

Path Parameters

Body

Response