Customer Satisfaction Score (CSAT) trigger distribution in Aircall

This article will show you how to start measuring Customer Satisfaction Score (CSAT) via triggers - automated emails after a call is ended - in your Aircall account.

Requirements

In this article


Connecting Aircall with Nicereply

1. Choose the CSAT metric in the “left menu” in your Nicereply account. Click on START CSAT. If you do not see the START CSAT button click on CSAT - Surveys - ADD SURVEY

2. From distribution options  choose TRIGGER

3. You’re on the app directory page now, click on Aircall icon

4. In the next step log in to your Aircall account and click Authorize - Nicereply will then connect automatically to your account and create Nicereply Webhook 

5.  Then add your users from Aircall to Nicereply. New users will get an automated email with login instructions from us.


Trigger activation in Aircall

6. You’re on the good way! The CSAT trigger is waiting for for activation.

7. You can manage the trigger behaviour in “Trigger settings”. When you’re ready  hit the “activate trigger” button.


Good job!

Nicereply will utilise your existing integration with Aircall and the workflow is follows:

1.  After CSAT trigger activation Nicereply will start scanning the status of your calls on a regular basis

2. Nicereply will send the CSAT survey to the person your company had a call with after the call is ended - the only condition is that you need to  have an email address of that person in the contact information

3.  Nicereply will collect the CSAT ratings, push it to Aircall call records 

and create Custom Insight card (you'll be able to see customer's last rating while calling with him/her connected to his/hers email address)

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