Setting up the survey link

Create a new survey

Generate your survey link

Once you created a new survey, go to SURVEYS > locate the survey and click on SETTINGS & APPEARANCE.

You are in GENERAL SETTINGS and click on EMAIL TEMPLATE.

If you plan to use the survey in one of the predefined platforms, select the platform from the list. Then copy & paste the link into your platform.

The following platforms are available: Intercom Emails, Mailchimp, Hubspot, Klaviyo, Calendly, ActiveCampaign, Sendgrid, Mailgun, and Outlook.

If you don't find your platform on the list, you will modify the survey link manually.

Understanding the survey URL link

Your customers will be redirected from the email to your Nicereply Survey Landing Page via a unique URL.

Such a URL may look like this:  http://nicereply.com/my-company/jack-daniels/12345/?s=10

This URL holds and passes the following parameters:

• "my-company" unique name of your company within Nicereply based on your sign-up data (mandatory)
• "jack-daniels" unique ID of the agent inside your help desk and username inside Nicereply (mandatory)
• "12345" unique ID of the conversation/ticket/deal in your help desk (optional)
• "?s=10" predefined rating value based on the metric (mandatory)

Another example of a URL link holding 3 different variables:

Understanding the query string

A query string is a part of a URL that follows ? (question mark symbol). It's used to pass specific information to a web application – in this case, a Nicereply survey form.

You can pass the customer's email or name by utilizing a query string.

• For email: customer_email=corresponding merge field
• For name: customer_name=corresponding merge field

Setting Up Query Strings

1. Basic Survey Link: Begin with the standard survey URL.
   • Example: https://survey.nicereply.com/nicereply.csat1/agent-name
2. Query Strings for Identification:
   • For email identification: customer_email
   • For name identification: customer_name
   • Use = to assign values, e.g., customer_email=customer@email.com, customer_name=Customer Name
   • To combine identifiers, use &, e.g., customer_email=customer@email.com&customer_name=Customer Name
3. Integrating Query Strings:
   • Add the query string after the ? in your survey link.
   • Full Example: https://survey.nicereply.com/nicereply.csat1/agent-name?customer_email=peter@nicereply.com&customer_name=Peter Petrik

The most simple Rating link for plain text emails may be:

Please, rate my reply here: http://nicereply.com/my-company/{{user.id}}/{{ticket.id}}

Using Query Strings on Platforms like Mailchimp

1. Placeholders or Merge Fields: These are predefined tags that are replaced with real data by the system.
   • Example: Mailchimp's merge tags list can be found at Mailchimp Merge Tags Cheat Sheet.
   • Relevant tags for our purpose: |FNAME|* for the first name, |EMAIL|* for email.
2. Filling Query Strings Dynamically:
   • For email: customer_email=*|EMAIL|*
   • For name: customer_name=*|FNAME|*
3. Final HTML code embed for Mailchimp:
   • Example: https://survey.nicereply.com/nicereply.csat1/agent-name?customer_email=*|EMAIL|*&customer_name=*|FNAME|*

Next, find the variables in your platform that refer to the parameters of Nicereply's survey link and edit the link accordingly.