The NPS app provides visibility to NPS responses that your clients' contacts have completed. This article covers specifics about integrating with Delighted, required as part of completing the integration.
Historical Response Import
After a successful setup has been completed, does ClientSuccess attempt to import responses received before the integration was configured?
a. Yep! We attempt to retrieve all responses, across all time, from your Delighted account. As long as they have a Contact in CS with an email that matches up between the two systems.
How to configure
To set up the NPS app, you must:
- Be a user with full access to ClientSuccess (admin, executive)
- Have access to the NPS tools' API access token.
Results are sorted from your NPS tool into ClientSuccess based on the email addresses, so you'll want to make sure relevant contacts exist inside ClientSuccess.
1. On the Apps & integrations screen, enable the NPS app.
2. Click "Settings" next to NPS
3. Enter the access token (aka API key) and enable web-hooks for real-time NPS results.
Below are the instructions for obtaining the access token, as well as completing the integration.
Access token (aka API key)
An access token or API key is required to connect an NPS tool to ClientSuccess.
Obtain the access token
Once entered, your NPS responses will appear in ClientSuccess. A true-up will take place nightly.
Enabling webhooks for real-time NPS results
If you'd like results to appear in real-time (as opposed to nightly updates), you'll want to send webhook notifications for all NPS results.
In Delighted, head on over to the webhooks settings**. You'll want to add a new rule for all responses being sent to ClientSuccess. An example is below:
You'll need the name of your company as it appears in our ClientSuccess database, so please reach out via firstname.lastname@example.org and we'll be able to provide you with that information.
If there is a space in your company name, you will need to use %20 as the space. Example:
**Make sure that the webhooks status has been turned to On.
After you have everything set up, please reach out to our support channel via email@example.com and request for the integration to be completed.