Connect Vitally to bring each customer's Simplesat ratings and comments onto their record, where your customer success team already works. Each response can be added to the customer's Vitally user as custom traits, as an NPS response, or both. Simplesat finds that user by the customer email on the response.

What the Vitally integrations do

You'll find both under Survey integrations on the Vitally page in Simplesat.

Integration	What it does	Where it shows
Create custom traits from feedback	Writes the rating and comment you choose into custom traits	Traits on the user
Create NPS record from feedback	Adds the rating and comment as an NPS response from the user	NPS responses on the user

Before you start

The Vitally integrations are available on every Simplesat plan. To connect Vitally and switch the integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.

From Vitally, you need:

A REST API secret token. In Vitally, open Settings from your account logo at the top left, then go to Integrations → Vitally REST API. Switch it on and copy the secret token.
Your Vitally subdomain, which is the part of your Vitally address before .vitally.io. For acme.vitally.io, it's acme.

If your security team asks what a connected tool can read and write, send them Integration security, permissions and data flow.

Connect Vitally

On the Integrations page, open Vitally.
Click Authenticate.
In the first box, which has no label, enter your Vitally subdomain. Paste the secret token into API Key, then click Authenticate.
When the page shows Authenticated with Vitally, click Activate integration on each integration you want.

Feedback in Vitally

Each new response is sent once, at least five minutes after it arrives. Changes made after that aren't sent, so a comment or answer the customer adds later won't reach Vitally.

Simplesat looks for the Vitally user whose email matches the customer email on the response. If several users have that email, the first one found gets the feedback. If no user has it, or the response has no customer email, nothing is written to Vitally.

Both integrations run on every survey by default. To limit one to certain surveys, choose Let me choose under When should this integration run? and pick them.

For the general rules on timing and Field mapping, see Writing feedback back, and mapping the fields.

Create custom traits from feedback

Nothing is mapped when you activate this integration, so it writes nothing to Vitally until you choose what goes into each trait:

In Field mapping, go to the row for a trait you want to fill.
Choose Use data from response, and pick the response field to send, such as the rating or the follow-up answer.
Repeat for each trait you want, then click Save.

Each row writes to one Vitally trait:

Row in Field mapping	Vitally trait
Traits Nps Rating	`npsResponse`
Traits Nps Comment	`npsComment`
Traits Csat Rating	`csatResponse`
Traits Csat Comment	`csatComment`
Ces Response	`cesResponse`
Ces Comment	`cesComment`
Five Star Response	`fiveStarResponse`
Five Star Comment	`fiveStarComment`

Rows don't check which metric a survey uses. If you map the rating to both Traits Nps Rating and Traits Csat Rating, a CSAT response also writes its rating into the NPS trait. If your surveys use different metrics, map only one metric's rows. Then use When should this integration run? to limit the integration to surveys with that metric.

Create NPS record from feedback

There's nothing to map here, because Field mapping is already filled in. The rating becomes the NPS score and the follow-up answer becomes the feedback, both taken from the question your metric rating comes from. The response time is when the response arrived in Simplesat, and the external ID is the Simplesat response ID.

Heads up: The rating goes in as an NPS score even on surveys that use another metric, so a CSAT 4 becomes an NPS score of 4 on Vitally's 0 to 10 scale. Use When should this integration run? to limit this integration to your NPS surveys.

Whichever integrations you use, test them with a real response once they're set up. Use a survey they run on and a customer email that belongs to a user in Vitally, then check that user after five minutes. The full routine is in Testing an integration end to end.

Change the Vitally secret token or subdomain

To switch to a new secret token or a different subdomain, disconnect Vitally and connect it again. Responses aren't sent to Vitally from the moment you click Revoke access until you activate the integrations again, so have the new token ready before you start.

On the Vitally page in Simplesat, note which integrations are on.
Click Revoke access.
Click Authenticate, enter the subdomain in the first box, and paste the new secret token into API Key.
Click Activate integration on each integration you noted. Connecting again doesn't switch them back on, but their settings are kept.

If the secret token is deleted or changed in Vitally, the integrations stop working even though the page still shows Authenticated with Vitally. Follow the same steps to reconnect.

Troubleshooting

My Simplesat responses aren't showing up in Vitally

Check each of these:

The response has a customer email, and a Vitally user has that same email.
At least five minutes have passed since the response arrived.
The integration shows as active, and When should this integration run? includes the survey.
For Create custom traits from feedback, at least one row in Field mapping uses Use data from response.
If you reconnected with Revoke access and Authenticate, you clicked Activate integration again afterward.

A CSAT or CES rating shows up as an NPS score in Vitally

Create NPS record from feedback sends the rating from any survey as an NPS score. Limit it to your NPS surveys with When should this integration run?. Records already in Vitally stay there.

If the rating shows up in the npsResponse trait instead, look at the Field mapping of Create custom traits from feedback. Each row writes whatever you map to it.

A comment the customer added later isn't in Vitally

Each integration sends a response once, when it's new, at least five minutes after it arrives. A comment or answer added after that isn't sent.

My Vitally integrations stopped working, but the page still says Authenticated with Vitally

Simplesat doesn't check the connection again after you connect. If the secret token is deleted or changed in Vitally, the integrations fail and the page still shows Authenticated with Vitally. To fix it:

Click Revoke access.
Click Authenticate, then enter your subdomain in the first box and a current secret token in API Key.
Click Activate integration on each integration you use.

FAQ

How does Simplesat match a response to a Vitally user?

By email. Simplesat looks for the Vitally user whose email matches the customer email on the response. It doesn't use external IDs, and it doesn't match Vitally accounts directly. If several users have that email, the first one found is used.

Does the Vitally integration run on a schedule?

No. Each response is sent on its own, at least five minutes after it arrives.

Can I see whether a response was sent to Vitally?

Not in Simplesat, because a response there doesn't show which integrations ran on it. Check the user in Vitally once five minutes have passed since the response arrived. For a step-by-step check, follow Testing an integration end to end.