Weekly Re:amaze support quality review posted to Slack

Every 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.