Introduction to Front Chat integration

Empower your Front Chat conversations with Nicereply. In this article, you can find out everything important about Nicereply integration.

  1. How the integration works
  2. Features of the integration
  3. Integration manuals for measuring CSAT, CES & NPS

How the integration works

The first thing you need to decide is what satisfaction metric you'd like to measure. Nicereply offers three metrics: 

After you decide which metric you want to use you'll connect your Front account with Nicereply. Then, you create your email template and copy the Nicereply survey link. The last thing you'll do is create a new Nicereply canned response in Front settings and paste the survey link there. Every agent will be able to insert Nicereply CSAT, CES or NPS canned response survey into a chat conversation and customers will be able to rate your chats. 

Features of the integration

See the list of 7 major features of the integration between Front chat and Nicereply.

1. Push ratings & comment right to the chat conversation as a note

All ratings will be pushed to the relevant chat conversation in the form of a note.

Note: you can enable/disable pushing of CSAT, CES or NPS ratings & comments as Note and Custom field into a conversation in the survey Settings.

2. Save CSAT/CES/NPS rating in the custom conversation field

Besides the note, Nicereply will “automatically” set up the custom field and save CSAT/CES/NPS rating value.

3. Chat conversation backlink

Identify feedback in context with the direct link to the rated chat conversation.

4. Sync customers’ name to CSAT/CES/NPS ratings

Customers often don’t share their names in a rating form. Nicereply will automatically add customer names in the rating feed based on the conversation ID, so you don't need to use the name field on the survey.

5. Setup triggers based on CSAT/CES/NPS value

As we have our CSAT/CES/NPS value stored in the custom field, we can do some automation. E.g. we can set an alert tag(rule) to a conversation with low/bad rating.

6. User import

Sync all your Front users with Nicereply with one click. New users will get an automated email with login instructions.

7. Customize your CSAT/CES/NPS surveys according to your branding and needs

Ask your customers the right question at the right time with branded one-click surveys. Customize your surveys and add additional questions.

Integration manuals for measuring CSAT, CES & NPS

After you decide which satisfaction metric you want to measure, follow the respective manual to start gathering actionable feedback directly in your chat conversations:

CSAT: Click here for the Customer Satisfaction Score setup guide

CES: Click here for the Customer Effort Score setup guide

NPS: Click here for the Net Promoter Score setup guide