Simplesat allows you to create a CSAT or NPS survey that you can embed directly in Intercom chat widgets.

Create your survey

First, create a new survey.

Customize the survey settings, then choose the Integrate with another tool option in the Publish section and select Generic Embed in the pop-up box.

Enter Intercom's placeholders into the fields:

Intercom placeholders:

  • Team Member Email - {{}}@{{}}.com

  • Team Member ID - NA

  • Team Member First Name - {{}}

  • Team Member Last Name - NA

  • Customer Email - {{email}}

  • Customer ID - NA

  • Customer First Name - {{first_name}}

  • Customer Last Name - {{last_name}}

  • Company Name - {{}}

  • Ticket ID - NA

  • Ticket Subject - NA

Once you have the placeholders filled in, click Generate Embed Code. Make sure you're on the HTML option, then click Copy survey.

You just need this part of the survey embed code:

You can also just copy this string and insert your survey token; replace the rating and ticket subject when necessary. TOKEN/?source=generic_embed&customer_email={{email}}&customer_first_name={{first_name}}&customer_last_name={{last_name}}&team_member_email={{}}@{{}}.com&team_member_first_name={{}}&company_name={{}}&ticket_subject=Intercom&#8192chat&#8192survey

Add your survey to Intercom

  1. In your Intercom account, navigate to your Profile > Settings > Data > Saved replies > New reply

  2. Enter the rating text and icons

  3. Highlight the text and icon; click on the link symbol

4. Paste the rating URL

Repeat steps 2 - 4 for the remaining rating icons. Make sure to replace the rating value to match the sentiment.

5. Click on Save.

Try it out!

Create a test chat conversation with yourself as the requester. Add the saved survey reply, 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. 🙌

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