You can use SmileBack's dedicated Slack integration to automatically post CSAT and NPS reviews to Slack. You can configure multiple connections in order to filter different types of reviews to different channels. Please note Slack messages and other automations run around 15 minutes after a review is received. This is to allow time for any updates if the user wants to change their rating.
Before you start
You need to be logged into SmileBack as a user with Account Administrator permissions, and you need Slack permissions to add a new app to your workspace.
We also have a video at the bottom of the page, click here to jump to it.
First time installation
- Go to https://app.smileback.io/integrations/.
- Go to the Slack row and click "Connect".
- Choose channel you want to post to and click "Allow".
- Choose which type of reviews you want to post in this channel and what information you want to be included and click "Done". By default both CSAT and NPS reviews are selected, and no filters are applied meaning that you will get all reviews. You can make it more specific by adding filter options.
Adding more connections
You can set up multiple connections, for example you might want to separate CSAT and NPS reviews into different channels, or send only reviews with marketing permission to the marketing channel. To do this go back to https://app.smileback.io/integrations/ and click "Add new" then repeat the steps from above.
Updating or removing the Slack integration
If you ever want to change what channel SmileBack will post to, or to remove the Slack connection from your SmileBack account, then just go back to the integrations page. You can click "Update" to restart the installation process, or click on the name of the integration to reveal the "Revoke" button to remove it.