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Surveys

Use Intercom Surveys to capture customer feedback and use it to create a better customer experience

  • 61 Topics
  • 125 Replies
61 Topics
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Linh PhanNew Participant
asked in Surveys
Preventing CSAT survey for both Fin AI and agents from being sent for specific users?

Hi all, some of our clients feel uncomfortable with rating conversations for both Fin AI and human supports every time they open the conversations with us. Is there any way we could turn that off for specific users?  

121
mateusz.leszkiewicz
Intercom Team
1 day ago
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ls.samueNew Participant
asked in Surveys
Display the NPS survey according to the user's language

Is it possible to display an NPS survey in multiple languages within a single survey, based on the user's language? We would like to have a consolidated overall NPS, but to achieve this, the text needs to be shown in English, Portuguese, and Spanish, depending on the user. If we create separate messages, we will need to extract and calculate the NPS outside of Intercom.

221
Jacques Reynolds
Intercom Team
1 month ago
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Constanze WiestNew Participant
asked in Surveys
Set ''Other" in multiple languages when editing a survey

We created a multiple choice survey (x3 separate languages) and want to enable the “Include 'Other' option”. However, this comes by default in English only. Can we change the language on this?As an alternative we added "Other" (translated) as fixed answer like the rest, but that doesn't let users respond with a free text. Is there better alternative?Another question, is there a way to get the responses coded with numbers? Example: 1 for first answer, 2 for second answer etc!-->

191
mateusz.leszkiewicz
Intercom Team
2 months ago
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Tristan KenneyConnector
asked in Surveys
Create follow-up 'action' after Survey is completed

Hello folks! I’m trying to workout how to (if possible) create a follow-up Ticket when a NPS Survey is below a certain threshold.  The NPS Survey is currently being sent up to once every 90 days, and my intention is potentially follow-up with user’s based on their response.  I want agents to be able to review the NPS Survey response, and optionally contact the user based on the feedback given in the response.  Therefore, I was thinking the best way to go about this would be to create a ticket containing the NPS Score and NPS comment, and then the agent will be prompted to review (and optionally contact) the user.  However, I can’t work out how to get this to work via a Series; I can trigger a webhook (but that doesn’t seem capable of creating a ticket). I feel like I could probably use an Action, but I can’t work out how to trigger an action via Series.  Has anyone come across anything simila

1069
mateusz.leszkiewicz
Intercom Team
2 months ago
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Chris VecinaNew Participant
asked in Surveys
How do I make a "How did you hear about us?" survey to appear on my website?

As the title says, I’m having issues trying to figure this one out. I wanted to prompt any visitors on my website for the first time and let Intercom pop out the survey questions whenever they do so. I was able to make a survey and even “preview” it on my website but when I set it to live, test it out on an incognito browser or an entirely new browser, it doesn’t come up. I’m not sure if it has something to do with my current audience setting but I really need help on this one. Kindly see the attached screenshots on what I currently have. Thank you!  

702
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3 months ago
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Anthony P12New Participant
asked in Surveys
Is there a way to be notified when a survey response is submitted?

We are using surveys to collect user feedback - is there a way to receive an email notification or send responses to Slack when new responses are submitted by users?  (we have a low volume of responses and are missing customer's reaching out) Thanks

4637
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3 months ago
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Lakshya BhardwajNew Participant
asked in Surveys
Why fetch_active_survey API is called after a delay of a few seconds when startSurvey is triggered from the code?

We are using the startSurvey method in the intercom/messenger-js-sdk@0.0.6 package to trigger surveys in the app. After calling this method, it takes a delay of 5-7 seconds to call fetch_active_survey. Is there a way to reduce this delay and make it faster so that the survey is visible within 1-2 seconds in our app?

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mateusz.leszkiewicz
Intercom Team
3 months ago
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Tanya MasseyNew Participant
asked in Surveys
Looking for a better way to send a cancellation survey

Hello,I have created a survey to send our customers when they send us notice to cancel. We want to gain insight into the the cancellation, and also offer them a deal to stay. The survey is hosted on a landing page within our website. Then the survey has been embedded into an email that we duplicate and send to individual customers when they cancel. The users of our application are synced nightly with Intercom, so their name, email, and unique id is already in intercom. We send the email, and sometimes when they answer we get back their name and email as being the person who answered. Sometimes that is blank, and we just get back nonsense and have no idea who answered the survey. This is important because if they indicated that they wanted to take us up on our offer, or want to talk to us about their pain points, we need to know who to reach out to.I found these two bits of info in the documentation which may explain why we sometimes do not get the name and email of the person who answe

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Intercom Team
4 months ago
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User1594Connector
asked in Surveys
The “completed_at” field is empty in reports

When I export the CSV exel file with the NPS responses, the “completed_at” field is often empty.Why does this happen?This does not happen with the similar field “received_at”.Could you help me clear up this doubt?  

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Intercom Team
4 months ago
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User1594Connector
asked in Surveys
Intercom results dashboard do not match the exported reports

When I analyzed my NPS form for the month of June, I noticed that the value shown on your dashboard is 544 "Number of responses", but when I export the exel the "combined" file only shows 478 responses.That's 66 fewer responses.How can this happen?

371
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Intercom Team
4 months ago
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CaelumNew Participant
asked in Surveys
Collecting & Sending Survey Data

Hi All, I want to create a survey that can be sent out through an email campaign, or through the chat function and for that data to be linked back to the account details. When using a sharable link, the survey data is anonymous, and with the context of my survey it makes the data we receive pointless.  Any help would be great. 

632
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6 months ago
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svencuNew Participant
asked in Surveys
How to identify users that respond to an Intercom survey embedded in an email?

I have a survey running in our mobile app, with a fallback to email if users do not respond to the survey. At the moment users that submit the survey via email are unidentified. Is there a way to pass a long user info in the survey url to solve this?

1054
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6 months ago
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User1594Connector
asked in Surveys
Doubt about “Frequency and scheduling”

I have questions about “Frequency and scheduling” and the option “Send whenever the person matches the rules”.My configurations rules Limit to once every:12 weeks  Keep sending it until: the message is stopped  Send: on any day, any time Questions#1. What happens if the user presses the X (cancel) in the top right corner of the NPS question? The message is closed.#2. When does the same user get the same NPS again?-Will it appear 12 weeks later?OR-Will it appear when they log back in from the app and see the NPS again?#3. Is it possible to set up a rule in the intercom app, for example: if the user cancels the NPS flow, I'll show the same NPS flow to the same user again the following week.-Is this possible?-Where can I create this rule?Intercom flow 

913
bernice
Intercom Team
6 months ago
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Liezl BarramedaNew Participant
asked in Surveys
Moving CSAT score to the colleague

May I ask if it’s possible to move a CSAT from one colleague to another due to a mistake of closing without last response from the original conversation owner?

291
mateusz.leszkiewicz
Intercom Team
6 months ago
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Sibi SupportNew Participant
asked in Surveys
Retrieving NPS survey data

Hello,I have successfully established connection among Intercom -> Segment -> Redshift iterations.Our team does have NPS survey data on the Intercom and I could see the NPS score data on the redshift server.Is there anyway I can retrieve the timeframe data when the users leave NPS feedback on Intercom? I could find timeframe when users joined and logged-in, but could not find when they left their NPS score.I am not sure if I have to contact Intercom or Segment, sorry in advance if this is the wrong place to ask questions.Thank you  

5994
Jacob Cox
Intercom Team
7 months ago
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abdulaziz alarifiNew Participant
asked in Surveys
SLAs Question

Can we modify the SLAInstead of deletion ?

591
bernice
Intercom Team
7 months ago
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GernotNew Participant
asked in Surveys
Is it possible to send the first question (e.g. NPS rating) as part of an email to improve response rates?

If not, is it planned to enable that? Are there ways how I could build that kind of template on my own? (Developer background is present). Thank you very much in advance :)

906
Racheal
Intercom Team
8 months ago
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Anne KrumenackerNew Participant
asked in Surveys
How long does it take for survey results to be fed back into Intercom?

Hi, I just created a survey, and tested it (so there’s at least one click / answer)Yet, I don’t get any statistics on the survey page. I was wondering why?Is there a timebox before I can access the results? Maybe I don’t have the rights and need to ask someone else / an admin at my company? Maybe I did something wrong in my survey setup?Thanks for your help!

392
Jacob Cox
Intercom Team
8 months ago
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User279New Participant
asked in Surveys
Callback on survey complete

I need to trigger an action within my application when the user either completes the survey or cancels it. Similar to how we currently initiate the survey (Intercom('startSurvey', XXXXX);), I require a comparable mechanism to execute a function upon survey completion or closure.Thank you.

1511
bernice
Intercom Team
9 months ago
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Stephanie TorresNew Participant
asked in Surveys
How do I trigger a survey when someone clicks something in-platform? (Web)

I saw a question similar to this but for mobile. I am working on in-platform web surveys when a user clicks on something or triggers an event. However, I am not sure if it’s my configuration or access type, but I am unable to see an option to set it up that it happens when a user triggers an in-platform event.Also, I could be going about this set up wrong. Would something like this be in proactive support or set up as a workflow? 

1201
mateusz.leszkiewicz
Intercom Team
9 months ago
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User1594Connector
asked in Surveys
My forms reach a small number of users.

I have a doubt, in my workspace I have 56,690 users with these rules.How is it possible I only have 10 answers and sent 23 messages during January? Is there any way I can optimize my formula and have more reach?(Considering that I want to present my NPS every 90 days to users with more than 30 days of use). 

402
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10 months ago
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Kitty VanhoutteNew Participant
asked in Surveys
NPS per inbox

Is it possible to receive an NPS score/inbox or team member? Thanks! 

581
mateusz.leszkiewicz
Intercom Team
10 months ago
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alice010New Participant
asked in Surveys
Launch a survey based on specific user behavior (mobile)?

Hi,Is it possible to launch a survey on mobile at a specific step in a user flow, based on their actions? For example, if they open a check-in step but then close it without actually checking in, I’d like to ask them to select a reason why.Thanks in advance! Alice

562
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1 year ago
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Tess BNew Participant
asked in Surveys
Thumbs up and down for survey option?

Hi,  I want to create a survey to get an idea if a new feature is working as expected. How can I create a survey with “How did our xxxx do?” thumbs up and down, with an optional free text field after selecting?

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1 year ago
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Claudio NuñezNew Participant
asked in Surveys
CSAT Survey

hi. can I change the phrase "Rate your conversation" when I close a conversation?

801
Racheal
Intercom Team
1 year ago
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