Using Appcues and Zapier

Zapier is an automation platform that makes connecting the different products you use easy. Use Zapier to automate repetitive tasks, or to trigger changes in one platform based on new information in another.

This article covers:


How to use Appcues with Zapier

While this integration is in beta, to start please fill out this form. Once complete, you'll receive a link to add Appcues as an option to your Zapier account.

Once you're set up, you can use Appcues as a trigger or an action

  • Triggers are what starts the workflow (for example, when a new NPS survey is submitted). 
  • Actions are what completes the workflow (for example, update a user property when the user opens an email).

To use Appcues as a trigger

It's really easy to get started. First, make a new zap.

Next, select Appcues from the Trigger list. Select the type of event you'd like to trigger on, like "Custom Event Fired".

Add your Action step (like Google Sheets, for adding user info to a spreadsheet, or HubSpot, for adding the user who triggered the custom event to a mailing list). You're ready to go!

Note: Zapier will pull in example data to show you what a query from your Appcues account would look like. Real data from your account, such as users' names and event names, is used here. However, this data does not necessarily reflect actual events that occurred in your flows. They are example queries.

To use Appcues as an action

Within an existing zap that includes information you want to pass to Appcues, add a new action step, and select Appcues from the list.


What's supported in the integration

We currently support the following actions:

Triggers

  • NPS event: fires when a user submits a new NPS score or feedback (will show as separate events).
  • Custom form submitted: when a user submits a custom form in an Appcues flow.
  • Flow started: when a flow is started for a user.
  • Flow completed: when a flow is completed for a user.
  • Custom event triggered: when a custom event is triggered (like clicking a custom button or using `Appcues.track()`
  • All internal events: catch-all for all Appcues default events (like `flow completed`, `step interacted`, etc.)

Actions

  • Send event: send a custom event into Appcues with user data.
  • Update user profile: update a specific user profile with new attributes.

Use case inspiration

Zapier is an exciting platform to partner with, because it opens the door for connecting Appcues data to over 1,500 apps! Here's some of the use cases customers are already using:

  • Push NPS data into Slack, so the whole team can ride the emotional rollercoaster of customer feedback.
  • Push NPS scores and feedback into Airtable, so you can manipulate the data.
  • Push Typeform response into Appcues user properties.
  • Create new cards on Trello board with responses to Appcues form.
  • Send an email through Mailchimp, HubSpot, Customer.io, and many other platforms to follow up on NPS feedback.
  • Update a record in HubSpot CRM when a user completes a flow.

Here are two ways our team uses Appcues and Zapier together to automate key workflows:

  1. Put Appcues Form Data into Google Sheets: Collect your form data in an organized, digestible way.
  2. Send NPS Scores into Customer.io: Send follow up emails to customers after submitting a score.

Appcues Form Data --> Google Sheets

We're big fans of feedback here at Appcues, and never skip the opportunity to hear from our customers about what's working and what's not. Something we're currently focused on is usability, so we survey customers at different moments in the product asking, "How easy was that to do?". In order to seamlessly collect, analyze and share that data out, we Zap that data over to GoogleSheets. Here's how we do it: 

Step One: Create a really good lookin' flow.

Thanks to Appcues, we make that pretty easy ;)

Step Two: Build your Zap!

Make sure to select the most recent version of Appcues and the correct trigger event. Our survey flow is a form, so we've selected "Form Submitted" as our trigger. 

Step Three: Connect to Google Sheets! 

Depending on how you plan to collect your data, you can select a number of different actions (create a worksheet, update a worksheet, create a column, etc). Since we've already created our collection spreadsheet, we're going to have our Zap create new rows of data. 

Step Four: Map that data! 

Zapier makes it so easy to map the data you want, and skip out on the data you don't need. In our Zap, we're pulling in pertinent info like email, account creation date and form response, but skipping over a lot, since it doesn't pertain to our project. 

Step Five: Test!

Once you've connected all the pieces, you can test out your zap and see the magic happen! 


Appcues NPS Scores --> Customer.io

Collecting feedback from your customers is invaluable, but acting on it can be even more impactful! Take a moment to thank your promoters that gave you that 10! Or, automatically ask what would we need to change for your detractors to change their score to a 10? 

Here's how you can do this:

Step One: Enable your Appcues NPS Survey

Start by heading over to your NPS tab in your Appcues studio. Define your audience and start collecting NPS responses from your users.

Step Two: Build your Zap!

Make sure to select the most recent version of Appcues and the correct  trigger event. We're looking to create an action in Customer.io when we receive an NPS response, so we've selected "NPS Submitted" as our trigger. 

Step Three: Connect to Customer.io

Select Create or Update Customer in Customer.io when an NPS score is submitted

Now you can choose the unique identifier to determine which customer account in Customer.io will be updated. You'll want to name your Customer Attribute something easy to identify when you're creating a segment, such as nps_score. Assign the Attributes Score to the Customer Attributes field to update the customer's account within Customer.io with the latest NPS score. 

Step Four: Create a Segment in Customer.io

It's time to identify which users will see the feedback campaign you will launch in Customer.io! Do this by creating a segment and setting the condition to match the attribute that you defined in Step 3. In this example, we are looking to target our NPS promoters, or customers who's nps_score_zapier attribute we created is greater than an 8.

Step Five: Create your Campaign in Customer.io!

Create your message to your users by first setting a trigger for the e-mail. In this case, our trigger will be if the customer falls into the new segment we created.

Map out your workflow and create your e-mail template. Here's what that could look like (In our example, we're choosing to wait 10 minutes before sending that follow-up):

Note: It's a nice touch to pull in the new property you are passing to Customer.io from Appcues to personalize the response. (see below)

Don't forget to send yourself a test to double check that everything was set up properly. Congratulations! You've just made it that much easier to thank your users and collect some valuable feedback.