Connecting Decagon to Simplesat brings the ratings customers give in Decagon into a Simplesat survey, so they show up in your reports with the rest of your responses. You can also email customers a Simplesat survey after a Decagon conversation in which Decagon asked them for a rating, whether or not they gave one.
What the Decagon integrations do
You switch on each of these separately, on the Decagon page:
Integration | What it does | Where it shows |
Send a follow-up survey to decagon conversations | Emails a Simplesat survey to the customer some hours after a Decagon conversation | The customer's inbox |
Sync CSAT ratings from Decagon to Simplesat | Adds each rating given in Decagon to a Simplesat survey as a response | Feedback, in Simplesat |
Both integrations skip conversations that Decagon hands off to an agent in Gladly. Gladly versions of both exist, Send a follow-up survey to decagon conversations (Gladly) and Sync CSAT ratings from Decagon to Simplesat (Gladly), but the Decagon page shows them only in workspaces that already have them switched on.
Note: If we've changed one of your Decagon integrations for you, it can work differently from what's described here. Contact us to check what yours does.
Before you start
The Decagon integrations are available on every Simplesat plan. You'll need:
An API key from Decagon.
The Manage integrations permission in Simplesat to connect Decagon and switch integrations on. Owner and Admin have it by default.
If your security team asks what a connected tool can read and write, point them to Integration security, permissions and data flow.
Connect Decagon
Create an API key in Decagon.
In Simplesat, go to the Integrations page and open Decagon.
Click Authenticate, paste the key into API Key, then click Authenticate to confirm. The page then shows Authenticated with Decagon.
Tip: After you set up an integration, test it with a real conversation before you rely on it, following Testing an integration end to end.
Send a follow-up survey after a Decagon conversation
The survey goes to customers whom Decagon asked for a rating, whether or not they gave one, as long as Decagon has their email.
Create the survey, choosing Direct email delivery → Event-based.
On the Decagon page, click Activate integration on Send a follow-up survey to decagon conversations. Until we've set how often it checks Decagon, you'll see "400: Bad Request - Trigger missing interval" and the integration stays off.
Contact us, and once we've set that up, click Activate integration again.
In Survey, choose the survey.
In Survey time (hours), enter how many hours to wait after the conversation's last message before sending. The default is 48.
Click Save.
The survey's Delay and Suppression settings still apply once that wait is over. No conversation gets the survey twice. Each response has the Decagon conversation ID as its ticket ID.
Bring Decagon ratings into Simplesat
Decagon rates conversations from 1 to 5, and each rating comes across unchanged, so choose a CSAT or 5-star survey and question to receive them. Both use the same scale.
On the Decagon page, click Activate integration on Sync CSAT ratings from Decagon to Simplesat to show its Field mapping.
Click Deactivate integration. In Field mapping, use Lookup to set Survey ID to the survey that receives the ratings and Answer Question ID to the question your metric rating comes from, then click Save. The integration shows as active again.
Click Deactivate integration, then Activate integration.
If Field mapping or Lookup is new to you, Writing feedback back, and mapping the fields explains both.
Every hour, the integration checks Decagon for new ratings and adds each one to the survey as a response with:
the Decagon rating, dated when the customer gave it
the Decagon conversation ID, as the ticket ID and in the ticket field
Decagon_Conversation_IDthe tag
from_decagon, so you can find these responses
It doesn't bring in any customer details. If a conversation's rating syncs again, Simplesat updates the response it already created for that conversation. These responses don't trigger your other integrations, so they won't create Gladly tasks, for example.
Heads up: Ratings synced from Decagon count toward your monthly responses.
Change the Decagon API key
When the key changes in Decagon, reconnect with the new one:
On the Decagon page, note which integrations are on.
Click Revoke access.
Click Authenticate and paste the new API key.
Click Activate integration on each integration you noted. They keep their settings.
Troubleshooting
I get "400: Bad Request - Trigger missing interval" when I activate Send a follow-up survey to decagon conversations
The integration can't switch on until it has a run interval, which sets how often it checks Decagon. Contact us, and once we've set one up, click Activate integration again.
A customer didn't get the follow-up survey after a Decagon conversation
Start by looking for the email on the survey's Email activity. Then check that:
Send a follow-up survey to decagon conversations shows as active.
Decagon asked the customer for a rating in that conversation.
Decagon has the customer's email.
The hours in Survey time (hours) have passed since the conversation's last message.
The conversation hasn't already had the survey.
The survey's Suppression settings didn't hold it back.
The conversation wasn't handed off to Gladly, since the integration skips those.
If all of that checks out, work through When a survey does not send.
Decagon ratings aren't showing up in Simplesat
Check that:
Survey ID and Answer Question ID are set in the integration's Field mapping.
The integration shows as active.
At least an hour has passed, since the integration checks Decagon for new ratings once an hour.
The conversations weren't handed off to Gladly, since ratings from those don't sync.
My Decagon integrations stopped working, but the page still says Authenticated with Decagon
Simplesat sets that status once, when you first authenticate, and never refreshes it. If the API key is later revoked in Decagon, the integrations fail but the page still says Authenticated with Decagon. To fix it, click Revoke access, then Authenticate with a new key, then Activate integration on each integration you use.
FAQ
Do Decagon ratings run my other integrations, like Gladly tasks?
No. Ratings synced from Decagon don't run any of your integrations, so they don't create Gladly tasks or notes.
How do I find the responses that came from Decagon?
Filter your feedback by the tag from_decagon. Each of these responses also holds the Decagon conversation ID in the ticket field Decagon_Conversation_ID.
Can the follow-up survey go out sooner than 48 hours?
Yes. Enter a smaller number in Survey time (hours) and click Save.
Which survey should receive Decagon ratings?
A CSAT or 5-star survey, because Decagon's ratings run from 1 to 5.