Reviews & surveys

The SurveyMonkey app integration allows you to send automated email surveys from SurveyMonkey after conversations close in Kustomer.

Once configured, the SurveyMonkey app listens for when a conversation is marked done on all channels in Kustomer, and then sends a request to SurveyMonkey to send an email invitation survey to the customer based on your settings. You can track when surveys are sent and view survey results in SurveyMonkey.

In this article

• Key integration features
• Prerequisites
• Install the SurveyMonkey app
• Configuring SurveyMonkey
• Survey requests in Kustomer
• Survey results in SurveyMonkey

Key integration features

The SurveyMonkey app does the following:

• Listens for when a conversation closes in Kustomer: Once configured, the app listens for when a conversation is closed or marked done. When a conversation is closed in all channels, Kustomer sends a survey request to SurveyMonkey and automatically adds an internal note to the conversation when the request is sent.
• Sends automated surveys from SurveyMonkey: SurveyMonkey sends out automated surveys by email 5 minutes after survey send requests from Kustomer. In the app settings, you can configure additional delay time between when a conversation closes and when a survey is sent to the customer from SurveyMonkey.
• Display survey status and results in SurveyMonkey: When SurveyMonkey receives a survey request from Kustomer, SurveyMonkey displays the survey collector send status for each email invitation. You can view collective and individual survey results in SurveyMonkey. 

Prerequisites

You will need the following to install and configure the integration for your Kustomer organization:

SurveyMonkey survey collector configuration

• The integration requires you to enable the Email Invitation Collector (a paid feature) for your survey in SurveyMonkey. Learn how to add an Email Invitation Collector to your survey in the SurveyMonkey Help Center.

Information from your SurveyMonkey account

• SurveyMonkey access token (Requires a Developer account and app to use for your survey)
• SurveyMonkey survey ID (Requires a SurveyMonkey API call with the access token)
• SurveyMonkey collector ID (Requires a SurveyMonkey API call with the access token and the survey id)

Information from your team

• Amount of additional time (in seconds) between when a conversation closes in Kustomer and when SurveyMonkey sends the survey to the customer email address after a 5 minute delay. 5 minutes is 300 seconds. 15 minutes is 900 seconds. 1 hour is 3600 seconds.1 day is 86400 seconds. A 0 second delay means that SurveyMonkey will send out the survey after a 5 minute wait. A 300 second delay means that SurveyMonkey will send out the survey after a 10 minute wait.

Install the SurveyMonkey app

To integrate SurveyMonkey with Kustomer, install the SurveyMonkey app from within the Kustomer App Directory.

1. Go to Apps and select Explore Directory.
2. Search for SurveyMonkey in the App Directory, and then select Install.

Configuring SurveyMonkey

To configure the SurveyMonkey app for your organization:

1. Go to Apps and select SurveyMonkey in the sidebar.
2. In the SurveyMonkey access token box, enter the access token for the associated app in your SurveyMonkey developer account under My Apps > Settings > Credentials. Learn how to obtain the access token in the SurveyMonkey Developer documentation.
3. In the SurveyMonkey survey ID box, enter the survey id for your survey. To retrieve the survey id, you will need to make a GET request to the SurveyMonkey API /surveys endpoint. Include the access token in the request header.
   • The response will list the id, title, link, and additional data for available surveys. Use the id that matches the title of your survey.
   • Learn more about the /surveys endpoint in the SurveyMonkey Developer documentation.
4. In the SurveyMonkey collector ID box, enter the email invitation collector id for the survey. To obtain the collector id, you will need to make a GET request to the SurveyMonkey API /surveys/{id}/collectors endpoint. Include the access token in the request header and use the id for your survey.
   • The response will list the name, id, link, and additional data for available collectors for the survey. Use the id for the email invitation collector.
   • Learn more about the /surveys/{id}/collectors endpoint in the SurveyMonkey Developer documentation.
5. In the Seconds until send box, enter the number of seconds to wait before a survey request is sent to SurveyMonkey after a conversation is closed in Kustomer. The default setting is 86400 seconds, or 1 day. SurveyMonkey sends surveys 5 minutes after the request.
6. Select Save Changes to finish the configuration.

Survey requests in Kustomer

When a conversation is closed or marked done in Kustomer, the SurveyMonkey app adds an internal note to the conversation to indicate that a request for a survey has been sent to SurveyMonkey. 

Survey results in SurveyMonkey

After the SurveyMonkey app sends a survey request from Kustomer, you can view the survey send status and any survey results in SurveyMonkey.

To view the survey send status for Kustomer survey requests in SurveyMonkey, open your survey from My Surveys and go to Collect Responses. On the Summary page, select the email invitation collector you used for the integration under Collectors. 

You can view email invitation open rates, responses, recipients, and the message history for email invitations.

Message History displays both sent invitations and invitations that will be sent from SurveyMonkey (noted by a countdown in minutes). SurveyMonkey sends surveys 5 minutes after a survey request is received from Kustomer.