What could I use this for?
You may want to automatically send email follow ups when you receive certain types of CSAT reviews. For example negative and neutral reviews could get an email letting them know that one of your staff will soon be in touch by phone.
In this example we'll show you how to send emails to anyone leaving a positive comment with marketing permission. You could send them a thank you or ask them to review you on a third party site like Google.
Zapier is a great service that lets you make your own automations out of simple steps to carry out tasks like this.
Accessing the Zapier integration
The SmileBack Zapier app is available by invite only. To gain access you just need to use the link inside your SmileBack integration settings. Please see this article for more details.
Setting up the Zap
Step 1 - trigger
Choose the SmileBack app in Zapier, by default it will be set to run when a new review is received.
Step 2 - filter
Choose the Zapier Filter action.
Set "Only continue if..." to:
RATING exactly matches POSITIVE
HAS MARKETING PERMISSION is TRUE
Step 3 - action
Choose the Zapier Email action.
In the template, fill the email line with the "Contact Email" placeholder from the SmileBack new review.
Then fill out the rest of the template as you desire.