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)

CES 

  • nr_ces_1
  • nr_ces_2
  • nr_ces_3, etc. 

NPS

  • nr_nps_0
  • nr_nps_1
  • 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)

  • nr_csat_1_of_2
  • nr_csat_2_of_2

3-point CSAT scale (smiley faces)

  • nr_csat_1_of_3
  • nr_csat_2_of_3
  • nr_csat_3_of_3

10-point CSAT scale (stars)

  • nr_csat_1_of_10
  • nr_csat_2_of_10
  • nr_csat_3_of_10, etc. 

CES scale

  • nr_ces_1_of_7
  • nr_ces_2_of_7
  • nr_ces_3_of_7, etc.

NPS scale

  • nr_nps_0_of_10
  • nr_nps_1_of_10
  • nr_nps_2_of_10, etc. 

Integration notes

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)

Still need help? Contact Us Contact Us