Sprout Social can send your customer a Simplesat survey in a private message when their case closes. Agents can also send it from a reply. You set it up in Sprout's web survey settings, where you have Sprout add the case ID and the assigned agent's Sprout user ID to the survey link. Each response arrives in Simplesat tied to its case and agent.

Before you start

Sending surveys from Sprout Social works on every Simplesat plan. To set a survey's delivery method, you need the Manage surveys permission. Owner and Admin have it by default.

In Sprout Social, web surveys are on the Advanced plan. You need the Manage Advanced Inbox Features permission, plus Full Publishing permission for the social profile you'll send from. Web surveys work on X, Instagram, Facebook, LinkedIn and WhatsApp profiles.

Heads up: A Sprout profile can use only one survey type at a time. If a profile already sends Sprout's own in-app survey, it can't send a web survey as well.

To compare sending from Sprout Social with the other ways Simplesat can send a survey, see Choosing a survey delivery method.

In Simplesat:

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Sprout Social.
On Publish, click Generate embed code.
Choose Link and click Copy survey. The link starts with https://sproutsocial.simplesat.io/.

In Sprout Social:

Go to Settings → Customer Feedback → Web Surveys and click Create Configuration.
In Configuration name, enter a name, for example Simplesat.
In Message body, write the short message the customer gets with the survey. Sprout adds the survey link to the end of it.
In Survey URL, paste the link you copied.
Under Custom query string parameters, add case_id and team_member_id, set to the Sprout values in the table.
Under Associated Profile(s), choose the profiles that send the survey.
Turn on Automation to send the survey automatically when a case is closed.
Check the Link Preview. It should start with https://sproutsocial.simplesat.io/ and include case_id=. Then click Save.

Parameter name	Sprout value	What it becomes in Simplesat
`case_id`	The case ID	The response's ticket ID
`team_member_id`	The Sprout user ID of the user assigned to the case	The response's team member

Any other parameter you add is saved on the response as a ticket field with the parameter's name. For example, a parameter named tags, set to the case's tags, saves them on each response.

Note: Sprout has no value for the customer's email or name, so responses arrive without a customer. The ticket ID ties each response to its case in Sprout.

Agents can also send the survey by hand. When replying from a profile that has the configuration, they click the feedback icon in Compose.

Troubleshooting

My responses show a random ticket ID instead of the Sprout case ID

The ticket ID comes from case_id, and only the Sprout Social link reads it. Check these in your Sprout web survey configuration:

Survey URL is the link that starts with https://sproutsocial.simplesat.io/. A link that starts with https://api.simplesat.io/ ignores case_id. Copy the right one from a survey set to Sprout Social, with Link chosen.
A parameter named case_id is set to the case ID.

Responses that arrive after the change carry the case ID.

My responses don't show which agent handled the case

Add a parameter named team_member_id and set it to the Sprout user ID of the user assigned to the case. Sprout passes the agent's user ID, not their name or email, so the team member shows in Simplesat as that ID.

My customers see an error page instead of the survey

Check Survey URL in your Sprout web survey configuration. It has to be the link exactly as you copied it: https://sproutsocial.simplesat.io/ followed by the survey's code, with nothing after the code.

If the code is missing, the page says "Missing surveyToken".
If anything follows the code, such as an extra /, the page says "Not Found".

Copy the link again from Link and paste it in.

FAQ

Do I need to add a survey token to the Survey URL?

No. The link you copy from Link already identifies the survey. Add only your parameters, such as case_id and team_member_id, under Custom query string parameters.

Which Sprout value should I use to identify the agent?

The Sprout user ID of the user assigned to the case, as the team_member_id parameter. Sprout also offers the user who sent the last message before the survey. That can fit better if your cases often change hands before they close.

Can the response show the agent's name instead of their Sprout user ID?

No. Sprout passes agents to the survey link only as Sprout user IDs, with no name or email. Each agent keeps the same ID, so you can still compare agents in Simplesat's reports.

Sprout Social integrations