Integration notes & tags update
Nicereply integration notes & tags have been updated recently. These changes are connected to a number of exciting updates & features you'll be able to enjoy in the coming months.
Now, CSAT score values are no longer represented as a number out of 10 (this score is now called “legacy score”). As a result, each CSAT rating scale will have its own numerical representation - smiley faces rating value will be calculated out of 3, for thumbs, it’s out of 2, and for stars, it’s 10.
You can learn more about legacy scores here: https://support.nicereply.com/article/350-what-is-legacy-score
We've made a few changes to integration notes & tags. The integration notes now include both the new and legacy score values. When you receive a new CSAT rating, two CSAT tags are pushed into the rated conversation - the new score tag and the legacy score tag. The same is true for your integration custom fields - there will be the legacy Nicereply CSAT field as well as the new CSAT field. You can find a detailed overview of the changes below.
Legacy integration tags
We push legacy tags to all integrations:
2-,3-,10-Point CSAT rating scale
- nr_csat_1 (negative ratings)
- nr_csat_5 (neutral ratings)
- nr_csat_10 (positive ratings)
- nr_ces_3, etc.
- nr_nps_2, etc.
New integration tags
The new tags are pushed based on the rating scale of your survey:
2-point CSAT scale (thumbs up/down)
3-point CSAT scale (smiley faces)
10-point CSAT scale (stars)
- nr_csat_3_of_10, etc.
- nr_ces_3_of_7, etc.
- nr_nps_2_of_10, etc.
Updated integration notes include the legacy score as well as the new score:
Nicereply CSAT feedback collected
Agent: Lenka Brozmanova
Legacy score: 5 (out of 10)
Score: 2 (out of 3)
Comment: great service
Integration custom fields
You can still see your old custom fields with the legacy score values.
- Nicereply CSAT (1 = negative score, 5 = neutral score, 10 = positive score)
- Nicereply CES (1, 2, 3, 4, 5, 6, 7)
- Nicereply NPS (0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10)
Additionally, we create a new custom field (for Zendesk, Front, LiveAgent, Freshdesk, Kustomer, HelpScout, Pipedrive) and push the CSAT score based on the rating scale of your survey.
- Nicereply 10-point CSAT (1, 2, 3, 4, 5, 6, 7, 8, 9, 10)
- Nicereply 3-point CSAT (1, 2, 3)
- Nicereply 2-point CSAT (1,2)