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Send NPS Scores and Feedback as a Single Message in Slack through Zapier

Learn how to create Zaps to automatically send NPS scores and customer feedback as a single message to your team in Slack.

Updated at June 20th, 2024

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                    Table of Contents

                    Zap #1: Store NPS Feedback Trigger Step 1: Select Appcues Trigger Step 2: Select “NPS Submission” Event Step 3: Connect your Appcues Account Step 4: Test Trigger Step 5: Select the nps_feedback Sample Event Filter Action (Only continue if…) Step 1: Select “Filter by Zapier” Action Step 2: Filter by appcues:nps_feedback Events Format Action (Text in Formatter by Zapier) Step 1: Select Formatter by Zapier Step 2: Select “Text” Event Step 3: Select “Replace” Transform Action Step 4: Reformat Session ID Step 5: Test the Action Storage Action (Set Value in Storage by Zapier) Step 1: Select “Storage by Zapier” Action Step 2: Select “Set Value” Event Step 3: Connect to Storage by Zapier Account Step 4: Select Storage Key and Value Finished Zap Zap #2: NPS Score and NPS Feedback to Slack Trigger Step 1: Select Appcues Trigger Step 2: Select “NPS Submission” Event Step 3: Connect your Appcues Account Step 4: Test Trigger Step 5: Select the nps_score Sample Event Filter Action (Only continue if…) Step 1: Select “Filter by Zapier” Action Step 2: Filter by appcues:nps_score Events Delay Action (Delay For in Delay by Zapier) Step 1: Select “Delay by Zapier” Action Step 2: Select the “Delay For” Event Step 3: Choose Delay Time Step 4: Test the Action Format Action (Text in Formatter by Zapier) Step 1: Select Formatter by Zapier Step 2: Select “Text” Event Step 3: Select “Replace” Transform Action Step 4: Reformat Session ID Step 5: Test the Action Storage Action (Get Value in Storage by Zapier) Step 1: Select the “Storage by Zapier” Action Step 2: Select the “Get Value” Event Step 3: Choose Storage by Zapier Account Step 4: Select Lookup Key Step 5: Test the Action Paths Action (Paths by Zapier) Step 1: Select “Paths by Zapier” Action Path A (Feedback Provided) Step 1: Give the Path a Name Step 2: Set the Rule Step 3: Test Filter Step 4: Create Slack Action Step 5: Choose Action Event Step 6: Choose Slack Account Step 7: Choose the Channel to Send Messages To Step 8: Create Slack Message Step 9: Test the Slack Message Action Path B (No Feedback Provided) Step 1: Give the Path a Name Step 2: Set the Rule Step 3: Test Filter Step 4: Create Slack Action Step 5: Choose Action Event Step 6: Choose Slack Account Step 7: Choose the Channel to Send Messages To Step 8: Create Slack Message Step 9: Test the Slack Message Action Finished Zap Publish Your Zaps!

                    When integrating Appcues with Zapier to send NPS scores and feedback to Slack, by default there is an NPS Submitted event triggered for both nps_score and nps_feedback events. This causes two messages to be sent to Slack, one for the score and one for feedback. 

                    This article will walk you through how to set up two Zaps that will allow you to combine a user's NPS score and feedback into one message!

                    These Zaps require a paid Zapier subscription. 

                     

                    Zap #1: Store NPS Feedback

                    Trigger

                    Step 1: Select Appcues Trigger

                    Step 2: Select “NPS Submission” Event

                    Step 3: Connect your Appcues Account

                    Check out our Using Appcues and Zapier article for more information on connecting to your Appcues account.

                    Step 4: Test Trigger

                    There are two corresponding events for the NPS Submission Trigger. Your test should return two sample events, one for NPS Score and one for NPS Feedback.

                    If the test does not return two events with the same session ID, you may need to trigger these events in your application. You will also want to make sure that the sample nps_feedback event has a value for the feedback attribute so we can save this sample feedback in the Storage Action coming up. 

                    Step 5: Select the nps_feedback Sample Event

                    Click “Continue with selected record”.

                    Filter Action (Only continue if…)

                    Step 1: Select “Filter by Zapier” Action

                    Step 2: Filter by appcues:nps_feedback Events

                    1.  Choose field: From the NPS Submitted event choose the Name attribute.
                    2.  Choose condition: Select the (Text) Exactly matches condition type.
                    3.  Enter text or insert data: Type appcues:nps_feedback to allow only these events to proceed. 

                    Format Action (Text in Formatter by Zapier)

                    In this step, you will take the session ID from the Appcues event and format it to be used in the Storage step coming up. You will need to save the NPS feedback with a Key so we can find it in Storage later. Keys have a character limit in Zapier, and this format step will change the session ID to a value that is within the limit. 

                    Step 1: Select Formatter by Zapier

                    Step 2: Select “Text” Event

                    Step 3: Select “Replace” Transform Action

                    Step 4: Reformat Session ID

                    1. Input: Select “Attributes Session Id” from the Appcues event to reformat. 
                    2. Find: Enter a dash (-) to find each occurrence of this character.
                    3. Replace: Leave this option blank to delete the found text. 

                    Step 5: Test the Action

                    Ensure that the output of this step matches the session ID without dashes. 

                     

                    Storage Action (Set Value in Storage by Zapier)

                    Step 1: Select “Storage by Zapier” Action

                    Step 2: Select “Set Value” Event

                    Step 3: Connect to Storage by Zapier Account 

                    If you do not have a Storage account, you can follow the prompts to create one. You will want to use this same Storage account in the second Zap. 

                    Step 4: Select Storage Key and Value

                     

                    1.  Key: Select the output from the format step. We will use the Session ID to match the feedback data in Storage to the corresponding score event in the next Zap. Session IDs will match for both score and feedback events.
                    2.  Value: Select Attributes Feedback. This tells Zapier what data to save in Storage.

                    Finished Zap

                     

                    Zap #2: NPS Score and NPS Feedback to Slack

                    Trigger

                    Step 1: Select Appcues Trigger

                    Step 2: Select “NPS Submission” Event

                    Step 3: Connect your Appcues Account

                    Check out our Using Appcues and Zapier article for more information on connecting to your Appcues account.

                    Step 4: Test Trigger

                    There are two corresponding events for the NPS Submission Trigger. Your test should return two sample events, one for NPS Score and one for NPS Feedback.

                    If the test does not return two events, you may need to trigger these events in your application first. 

                    Step 5: Select the nps_score Sample Event

                    Select the nps_score sample event that has the same session ID as the sample event from the first Zap. 

                    Filter Action (Only continue if…)

                    Step 1: Select “Filter by Zapier” Action

                    Step 2: Filter by appcues:nps_score Events

                    1. Choose field: From the NPS Submitted event choose the Name attribute.
                    2. Choose condition: Select the (Text) Exactly matches condition type.
                    3. Enter text or insert data: Type appcues:nps_score to allow only these events to proceed. 

                    Delay Action (Delay For in Delay by Zapier)

                    Step 1: Select “Delay by Zapier” Action 

                    Step 2: Select the “Delay For” Event

                    Step 3: Choose Delay Time

                    This step's purpose is to give users time to submit feedback after submitting a score. You can choose how long you would like to delay this Zap, but in our example, we are choosing to delay this Zap by 5 minutes.

                    Step 4: Test the Action

                    Format Action (Text in Formatter by Zapier)

                    Step 1: Select Formatter by Zapier

                    Step 2: Select “Text” Event

                    Step 3: Select “Replace” Transform Action

                    Step 4: Reformat Session ID

                    1. Input: Select “Attributes Session Id” from the Appcues event to reformat. 
                    2. Find: Enter a dash (-) to find each occurrence of this character.
                    3. Replace: Leave this option blank to delete the found text. 

                    Step 5: Test the Action

                    Ensure that the output of this step matches the session ID without dashes. 

                     

                    Storage Action (Get Value in Storage by Zapier)

                    Step 1: Select the “Storage by Zapier” Action

                    Step 2: Select the “Get Value” Event

                    This event will allow the Zap to retrieve the value of the nps_feedback event in Storage. In this case, we will only need to retrieve one value, making the “Get Value” event best suited for this use case. 

                    Step 3: Choose Storage by Zapier Account

                    You should use the same Storage account as you used in the first Zap to access the data we saved there. 

                    Step 4: Select Lookup Key

                     

                    1.  Key: Select Output from the format action. This should be the same field as you chose in the last step of Zap #1 and allows Zapier to find the corresponding feedback to the score with the same Session ID. Session IDs will match for both score and feedback events.
                    2. Should this step be considered a “success” when nothing is found? Select “Yes” here. If Zapier is unable to find feedback for the user in Storage, choosing “yes” will allow the Zap to continue to the next step which will account for a user submitting feedback and a user not submitting feedback.

                    Step 5: Test the Action

                    Paths Action (Paths by Zapier)

                    Step 1: Select “Paths by Zapier” Action

                    Path A (Feedback Provided)

                    Step 1: Give the Path a Name

                    Step 2: Set the Rule 

                    1. Choose field: Select “Zap Search Was Found Status” Under “Get Value from Storage by Zapier”.

                    2. Choose condition: Select “(Text) Exactly matches”.

                    3. Enter text or insert data: Type true.

                    Step 3: Test Filter

                    Step 4: Create Slack Action

                    Step 5: Choose Action Event

                    Choose an event that allows you to send a message to Slack. 

                    Step 6: Choose Slack Account

                    Step 7: Choose the Channel to Send Messages To

                    Step 8: Create Slack Message

                    The information that you include in your Slack message is up to you, but to include the feedback in Storage, click “Get Value in Storage by Zapier” and select Value.

                    Step 9: Test the Slack Message Action

                    Path B (No Feedback Provided)

                    Step 1: Give the Path a Name

                    Step 2: Set the Rule 

                    1. Choose field: Select “Zap Search Was Found Status” Under “Get Value from Storage by Zapier”.

                    2. Choose condition: Select “(Text) Exactly matches”.

                    3. Enter text or insert data: Type false.

                    Step 3: Test Filter

                    Step 4: Create Slack Action

                    Step 5: Choose Action Event

                    Choose an event that allows you to send a message to Slack. This can be the same Event that you used in your first Path. 

                    Step 6: Choose Slack Account

                    Step 7: Choose the Channel to Send Messages To

                    Step 8: Create Slack Message

                    You're free to choose what information you want to provide in your Slack message, but for this Path, the feedback section should indicate that no feedback was left by the user. 

                    Step 9: Test the Slack Message Action

                    Finished Zap

                     

                    Publish Your Zaps!

                    Once both Zaps are published, you and your team will receive one Slack message instead of two each time a user submits a NPS Survey!

                    slack zapier nps score nps slack send score and feedback nps

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