With NiceReply, you can easily send a survey after a phone call and see what your customers answered as you answer the phone.

⚠️ Important! In order for the integration to work, your customer must be saved as a contact on Aircall, with their phone number and email.

Setting up the integration:

First, make sure that you have Admin access to Aircall and NiceReply. Then, in order to setup the integration:

  • Log into your NiceReply account
  • Choose which kind of survey you would like to send (CSAT, CES, NPS). More information about the different surveys here.
Nicereply_image3.png
  • In the distribution options, choose Trigger
  • Then, you will be prompted to log in to your Aircall account - Nicereply will then connect automatically to your Aircall account!

Send survey after a call - setting up the trigger:

Once the integration is setup, you need to decide when to trigger the survey. You can do that in the trigger settings.

Nicereply_image1.png

Edit the sender name, when to send, when it can repeat, and filter by mailbox or tag. Remember to activate the trigger when done.

Nicereply_image5.png

⚠️ Important! You have 2 options to trigger surveys: “mailbox” and “tags”

  • Filter by tag: If you filter by tag, every Aircall call that has the corresponding tag will trigger a survey. This is useful if you don’t want to send a survey all the time for a given team. See how to create tags here.
  • Filter by “mailbox” (aka Aircall teams): If you filter by mailbox, carefully select which Aircall team will trigger the survey. For every call by a member of this team that matches the condition, a survey will be sent.

Your customers will receive a survey once the conditions are met, and you’ll be able to see their answers on NiceReply and Aircall.

Seeing your customers' feedback/ answers in Aircall:

The information linked to the last survey answered by a customer will be shown on Aircall as soon as the phone rings, and while on a call. That way, your team will have all the info they need to ace their phone call at their fingertips!

Nicereply_insight_card.png

This information is also available in the details of the call activity:

Nicereply_in_activity_feed.png

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

Did this answer your question?