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Thermostat / HelpSpot Integration

This book documents the integration between HelpSpot and Thermostat.io for delivering NPS surveys to customers.

1. Integration Guide

1.1. Connecting Thermostat.io and HelpSpot

To begin setting up the integration between Thermostat and HelpSpot go to thermostat.io and login to your account.

Next, go to HelpSpot and make sure you have upgraded to at least version 4.8.8. After this has been verified you are ready to start the integration.

  1. Login to the admin area and select “Integrations.”

  2. On the integrations page, click on “Get an API Token” in the thermostat area. 

  3. This will open a new screen on thermostat.io where you can click on the “Enable HelpSpot Integration” button.

  4. Once you click on that button a popup will appear with you API key.

  5. Copy the token and then paste it on the HelpSpot integrations page.

  6. Click on save Thermostat API Token.

Your Thermostat and HelpSpot applications are now connected.

1.2. Instantly Sending A Thermostat Survey In HelpSpot

A Thermostat survey can be configured to send instantly to the customer based on a Trigger or Automation action in HelpSpot. In this example we will be using the trigger action. When a survey is sent using the “Send a Thermostat Survey” action, the survey will be sent to the customers email when the action is triggered.

If a campaign is enabled on the survey they will also be added to a scheduled delivery of that Thermostat survey. If a campaign is not enabled on the Thermostat survey, the action will be treated as a one-time send.

In this example we will set up a trigger that emails customers a Thermostat survey when their request is closed with the status of “Problem Solved.” The criteria used here are only one example, your use case may dictate other criteria. To set up a trigger that sends a survey to customers:

  1. Navigate in HelpSpot to Admin > Triggers & Rules > Triggers
  2. In a new trigger define two criteria, one for a the request being changed to closed and the other for the status being “Problem Solved.
  3. In the actions area select the “Send a Thermostat Survey” action and then select the appropriate survey that you wish to deliver to your customers
  4. Add the completed trigger.

This is a complete example. 

Now whenever a request is closed with the “Problem Solved” status thermostat will automatically email that customer a survey.

1.3. Adding HelpSpot Customers To A Thermostat Campaign

HelpSpot customers can be added to a NPS or CSAT survey campaign via a trigger or automation in HelpSpot. Thermostat campaigns will survey customers on a regular basis as apposed to sending a one-off survey. This allows you to continually track change in your customer's sentiment.

The Add Email to Survey Campaign can be found in the actions area of both Automations and Triggers. You can choose which survey in your Thermostat account you wish to add the customer to.

When an email is added to a campaign in Thermostat, the campaign still needs to be enabled in Thermostat. This is done by logging into Thermostat and choosing the "Email Survey" option. From there you can enabled your automatic campaign.

1.4. Sending a Thermostat Survey Via a Customer Email Action

This method, uses HelpSpot to send the actual email instead of thermostat's email option campaigns. Thermostat results will still be passed back to the appropriate request id in order to be filtered and displayed in HelpSpot.

Setting up the Thermostat survey.

  1. Link your Thermostat and HelpSpot accounts using the directions found here.
  2. Login to thermostat and select the survey you wish to integrate with.
  3. Select Fields from the left hand menu
  4. Create a custom text field titled xrequest. If you wish to map other custom fields from HelpSpot into Thermostat you can create the fields here as well.

Creating the sending trigger

Now that Thermostat and HelpSpot are linked and the survey is set up to receive HelpSpot request IDs we can set up a trigger in HelpSpot to send out our survey link.

  1. In Thermostat, select link, then Copy the link to your survey
  2. Login to HelpSpot
  3. Click on Admin > Triggers & Rules > Triggers (You can also use an automation to send the survey as well. Which one you use will depend on the criteria you want to use to send out your survey link)
  4. Create a new Trigger with the desired criteria for when you want to send out a survey. For example you may want to send a survey when a request is closed with the status of "Problem Solved."
  5. Add an Email Customer action. In the body of this email we will include a link with the xrequest parameter appended as a url variable. We will then automatically fill in the xrequest by using the ##REQUESTID## placeholder. A complete link will look like this: 
    <a href=https://thermostat.io/s/thesurveyid?xrequest=##REQUESTID##>Let us know how we did!</a>
  6. If you wish to add other custom fields to be passed into Thermostat you can do so by adding additional parameters to the url in the form of &thermostatcustomfieldname=##CUSTOMFIELDTAG##

After the trigger is saved HelpSpot will begin emailing customers their unique survey links. As customers answer the survey results will flow back into HelpSpot.

1.5. Viewing Survey Results In Filters

Thermostat survey results can be viewed in HelpSpot filters as well. Thermostat results are available HelpSpot filters as both filter criteria and filter display columns.

To Use Thermostat Survey Scores as Criteria

HelpSpot filter criteria includes a thermostat score criteria. We include the usual less than, greater than and equal to options for filter numeric scores. We also make it easy to find just detractors, passives or promoters by allowing those ranges to be selected automatically.

Remember that filter criteria can also be used in reports. This means that you can surface some very interesting information. For example you could run a first response speed report for all of your detractors to see if response time may have played a roll in their rating.

Adding the Thermostat Score Column to Filter.

The Thermostat score column can be added to filters just like any other column in HelpSpot filters. 

Once the column is added, the thermostat results for each request will be available in HelpSpot. The results column shows both the NPS rating (Promoter, Passive, Detractor) and the raw numerical score.