Simplesat can post each new survey response to a Slack channel, plus a weekly or monthly summary of each survey. For each channel, you pick the surveys and the kinds of rating it gets. For example, #support can see every negative response while another channel gets only the monthly summary.
Simplesat posts through an incoming webhook, which is a URL you create in Slack for one channel.
For the other ways your team hears about feedback, including email, see Notifications.
Before you start
In Simplesat, you need permission to manage integrations. The Owner and Admin roles have it, and a custom role can have it too.
In Slack, you need to be able to create an app in your Slack workspace. Some Slack workspaces need an admin to approve new apps.
The Slack integration is available on every Simplesat plan.
Create an incoming webhook in Slack
Go to api.slack.com/apps and click Create New App. Name it Simplesat and pick your Slack workspace.
Open Incoming Webhooks and switch on Activate Incoming Webhooks.
Click Add New Webhook to Workspace, choose the channel, and click Authorize. To pick a private channel, join it first.
Copy the URL under Webhook URLs for Your Workspace. It starts with
https://hooks.slack.com/services/.
A webhook only posts to the channel you picked in step 3. To post to another channel, add another webhook to the same app.
Posts show the app's name and icon. You can change both in the app's settings.
Warning: Keep the webhook URL private. Anyone who has it can post to the channel.
Connect a channel in Simplesat
Go to Integrations and select Slack.
Click Add new channel.
Enter a Friendly name, such as Support team. It only shows in Simplesat.
Paste the webhook URL into Incoming Webhook URL and click Save settings. Your surveys appear once the channel is saved.
For each survey, switch on what this channel gets. To find a survey by name, use Search surveys.
Instant notifications: Positive with comment, Positive without comment, Neutral with comment, Neutral without comment, Negative with comment, Negative without comment
Summary reports: Weekly, Monthly
Every toggle starts off, and each one saves as soon as you switch it. The list shows your active surveys that aren't closed.
Saving doesn't send a test message. The first post appears when a real response comes in on a survey you've switched on for the channel.
What Simplesat posts in Slack
An instant notification posts about five minutes after a response arrives. The wait gives the customer time to finish the survey, so the post has their whole response.
Each post starts with New feedback from and the survey name, linked to the response in Simplesat. Below that, it shows:
The customer's name (or email) and company
The ticket ID and subject
The team member
Each answer, colored by rating (green, orange or red), with its follow-up answer
Withheld and spam responses don't post, and neither do responses created through the API.
A weekly summary posts on Mondays and covers the last full week, starting from your workspace's week start day. A monthly summary posts on the 1st and covers the previous month. Each summary is for one survey and shows:
The number of positive, neutral and negative ratings, and how they changed since the last period
The score's 90-day moving average for this period and the last
The mean rating
The team members, companies and customers with the most positive ratings, and those with the most neutral or negative ones
Change or remove a channel
Go to Integrations and select Slack to see your channels.
To change a channel, click the edit button on its row. You can rename it, replace the webhook URL, and change its surveys and toggles.
To remove a channel, click the delete button and confirm with Yes, do it.
Heads up: If the webhook or the app is removed in Slack, or the Slack channel is archived, posts stop and Simplesat doesn't show an error. Create a new webhook, then edit the channel and replace the URL.
Troubleshooting
Nothing posts to my Slack channel
Posts arrive about five minutes after a response, so give a new response a few minutes. If nothing shows up after that:
In Simplesat, open the channel's settings and check that the survey's toggles are on for that kind of rating. Every toggle starts off.
In Slack, check that the app and its webhook are still there and the channel isn't archived. If something was removed or archived, create a new webhook and replace the URL in Simplesat. If a Slack admin blocked the app, ask them to allow it.
Check the response itself. Withheld and spam responses don't post, and neither do responses created through the API.
A new survey isn't posting to Slack
A new survey starts with every toggle off on every channel. Open each channel's settings and switch on the toggles for the new survey.
Our IT team says incoming webhooks are a legacy Slack integration
The legacy integration is Slack's older Incoming WebHooks custom integration, which is what the create an Incoming Webhook in Slack link in Simplesat opens. Instead, create the webhook from a Slack app, as in Create an incoming webhook in Slack above. That's how Slack recommends it today. Then edit the channel in Simplesat and paste in the new URL.
FAQ
Can I send different surveys to different Slack channels?
Yes. Add a channel in Simplesat for each Slack channel, and switch on only the surveys you want in each. Your CSAT survey can post to #support while your NPS survey posts to #customer-success.
Can I choose what the Slack message shows?
Currently, the message always has the same details, so you can't hide the customer's name and email or add other fields. To post your own message, use Zapier, Make or n8n: start from a new response in Simplesat and post to Slack with the details you pick.
Can Simplesat post to a private channel?
Yes. Join the channel before you create the webhook, so you can pick it in Slack.
Why does the message arrive a few minutes after the response?
Simplesat waits about five minutes so the customer can finish the survey, and the post has their whole response.