Net Promoter Score (NPS) trigger distribution in Aircall

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


In this article

Connecting Aircall with Nicereply

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

8. The last thing you need to do is to connect phone numbers to the Nicereply integration - if you do not connect any number the integration won't work. Go to your Aircall dashboard and click on Integrations. 

9. As you can see Nicereply is listed in "My integrations" section, but there are no numbers connected to the integration. Now click Configure. 

10. Now, click add or remove numbers.  Then click "add an aircall number" and choose which numbers you want the integration to work for. When you're done don't forget to click Save in the top right corner. After you connect the numbers you'll see that the status of the integration will change to "Active". 

Good job!

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

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

2. Nicereply will send the NPS 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 NPS 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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