If your team analyzes feedback in Chattermill, connecting it puts your Simplesat responses in one of your projects there, where they're analyzed with everything else. One integration does this: Sync feedback to Chattermill, on Simplesat's Chattermill page. Nothing comes back the other way.
Before you start
The Chattermill integration is available on every Simplesat plan. You'll need:
The Manage integrations permission in Simplesat, to connect Chattermill and switch the integration on. Owner and Admin have it by default.
A Chattermill API key.
The Chattermill project your responses will go to.
For each Simplesat metric, the data type and data source it should use in that project. Chattermill files every response under one of each, and Chattermill's filters show which ones a project has.
Connect Chattermill
In Chattermill, go to Settings → Integrations and copy your API key.
In Simplesat, on the Integrations page, open Chattermill and click Authenticate.
Paste the API key into API Key and click Authenticate.
When the page shows Authenticated with Chattermill, click Activate integration on Sync feedback to Chattermill.
In Field mapping, enter the project's name in Project name, exactly as Chattermill shows it under Settings, above the categories. Then make sure each data type and data source row matches one in that project. The defaults are:
Row | Default |
Csat Data Type |
|
Csat Data Source |
|
Ces Data Type |
|
Ces Data Source |
|
Nps Data Type |
|
Nps Data Source |
|
Five Star Data Type |
|
Five Star Data Source |
|
Click Save.
Under When should this integration run?, decide which surveys to send. By default, every survey's responses are sent. To send only some, choose Let me choose and switch on the ones you want. Your choices save as soon as you make them.
Before you rely on the integration, send a test response through it, following Testing an integration end to end.
What lands in Chattermill, and when
A response goes to Chattermill once it's at least five minutes old, and again each time it changes, for example when the customer answers another question or changes their rating. Every send creates a new response in Chattermill, so a response that changes shows up there more than once.
Only responses that arrive after you switch the integration on are sent.
Each Chattermill response holds:
The metric rating, as the score.
The comment the customer left with their rating.
The data type and data source set for the response's metric.
These segments: Team member email, Team member name, Team member ID, Ticket subject, Ticket ID.
This metadata: Customer email, Customer name, Customer id, Simplesat survey name, Simplesat response URL, Simplesat response ID.
Answers to the survey's other questions stay in Simplesat. If a response has more than one team member, the first one is sent.
Heads up: Currently, 5-star responses are sent with the data type and data source set for NPS, not the ones set for 5-star. For a workaround, see My 5-star ratings show up as NPS in Chattermill.
Change the Chattermill account or project
To send responses to a different project, change Project name and click Save. Responses you've already sent stay in the old project.
To use a new API key, or a different Chattermill account:
Click Revoke access.
Click Authenticate and enter the new key.
Click Activate integration on Sync feedback to Chattermill.
The integration keeps its project name and field mapping. Any response that arrives before you activate it again isn't sent to Chattermill.
Heads up: If the API key is deleted in Chattermill, the integration stops, but the page still shows Authenticated with Chattermill. Reconnect the same way, with a new key.
Troubleshooting
My responses aren't showing up in Chattermill
Check each of these:
Sync feedback to Chattermill shows as active. If you reconnected Chattermill, check that you clicked Activate integration again.
If you chose Let me choose under When should this integration run?, the survey is switched on.
Project name matches the project's name in Chattermill exactly.
The data types and data sources in Field mapping exist in that project.
At least five minutes have passed since the response arrived.
If none of these explains it, send us the response's link.
I see the same response more than once in Chattermill
Each time a response changes in Simplesat, for example when the customer answers another question, it goes to Chattermill again as a new response. The earlier one stays as it was. To find the Chattermill responses that come from the same Simplesat response, match their Simplesat response ID in the metadata.
My 5-star ratings show up as NPS in Chattermill
Currently, 5-star responses are sent with the data type and data source set for NPS. If you don't send NPS surveys to Chattermill, set Nps Data Type and Nps Data Source in Field mapping to the data type and data source you want for your 5-star ratings, then click Save.
My Chattermill integration stopped working, but the page still says Authenticated with Chattermill
Simplesat checks the API key once, when you authenticate. If the key is later deleted or replaced in Chattermill, the integration fails while the page still reads Authenticated with Chattermill. To fix it, click Revoke access, Authenticate with a current key, then click Activate integration on Sync feedback to Chattermill.
FAQ
Are all of a survey's questions sent to Chattermill?
No. Each Chattermill response gets the metric rating and the comment the customer left with it. Answers to other questions stay in Simplesat.
Can I send only some surveys to Chattermill?
Yes. By default, every survey's responses are sent. To send only some, choose Let me choose under When should this integration run? and switch those surveys on.
Does anything come back from Chattermill into Simplesat?
No. The integration only sends responses to Chattermill.