Simplesat allows you to create a CSAT or NPS survey that you can embed directly in Intercom chat widgets.
In this article:
Create your survey
First, create a new survey.
Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.
Select Intercom in the pop-up box.
Send Simplesat survey as text
On the survey Publish page, click on the Send as text tab.
Click the Generate Embed Code button. Make sure you're on the Visual option, then click Copy survey.
Intercom email placeholders
These are automatically included when you generate an Intercom survey embed code, but here they are just in case. 😉
Team Member Email
Team Member ID
Team Member First Name
Team Member Last Name
Customer First Name
Customer Last Name
Add your survey to Intercom as text
Head over to your Intercom account, and navigate to your Profile > Settings > Data > Saved replies > New reply.
Paste the survey that you copied from your Simplesat account, and click Save.
On the survey Publish page, click on the Send as an app tab.
Click the Authenticate button.
Then, click the Authorize Access button.
Note: The survey app requires a 1:1 connection between Intercom and Simplesat, which means you can only integrate one Intercom account and workspace into one Simplesat account.
Enable the Simplesat CSAT App
Navigate to Operator > Task Bots > For users or leads > When a conversation is closed.
Under the section Ask for conversation rating, click the Turn this task on button to enable the conversation rating. Then, select Use your own app when closing conversations to use the Simplesat survey.
If you want to send the survey on conversations started directly from your inbox, you can enable this by switching the toggle to Sending rating requests for direct outbound conversations.
Send a survey during a conversation
In your Intercom chat widget, select the Simplesat icon. A pop-up displaying the Simplesat surveys that you've created will appear.
Select the survey you'd like to use and click the Send button.
Send a survey via automated/outbound Chats or Posts
Head over to your Intercom account, and navigate to Outbound > Chat/Post (select the one that you'd like to set up) > click New Chat/Post.
Click on the ➕ sign that appears on the chat widget preview.
Select Insert app.
Select Simplesat on the app list.
Choose the survey that you want to use.
Make sure to select Sent as Show the full message to display the survey's full image display.
Set the audience rules, and frequency. Then, click Set live!
Try it out!
Create a test chat conversation with yourself as the requester. Add the saved survey reply, or the app survey, and click the survey rating in the chat widget. Once you do, new feedback should instantly show up in your Simplesat dashboard.🎉
If you run into any issues let us know and we'll be happy to help troubleshoot. 🙌