SurveySparrow Integration

This article explains how to integrate SurveySparrow with SparrowDesk to automatically send surveys to customers based on conversation activity.

What you can do with this integration

Once connected, you can:

• Automatically send surveys (such as CSAT) when conversations meet specific conditions
• Control when a survey is sent using conversation or contact properties
• Choose which survey to send and how it is delivered
• Pass conversation details into the survey using variables

Prerequisites

Before setting up the integration, make sure:

• You have an active SurveySparrow account
• You have a valid SurveySparrow API key

Connect SurveySparrow to SparrowDesk

1. In SparrowDesk, go to Settings → Apps store

2. Locate SurveySparrow and click Connect

3. When prompted, sign in to your SurveySparrow account.

Enter your SurveySparrow credentials or choose a supported sign-in method to authenticate.

After signing in, your SurveySparrow account will be connected to SparrowDesk.

Create a trigger

1. After connecting SurveySparrow, click Create Trigger.

Triggers define when a survey should be sent to customers.

Define when the trigger should run

Under Include conversations that meet, choose how the conditions should be evaluated with the dropdown:

• All – the trigger runs only if all conditions are met
• Any – the trigger runs if at least one condition is met

You can add one or more conditions based on:

• Conversation properties
• Contact properties

Example

You can set a condition like:

• Priority is Urgent

Once selected, click apply to set the condition.

You can also add additional conditions, according to your requirement.

Configure survey delivery

In the Survey Delivery section, choose how the survey should be sent.

Choose survey

• Select the survey you want to send from the dropdown

Example

You can send a CSAT Survey.

Choose share channel

• Select the share channel configured in SurveySparrow

• This determines which email template or delivery method is used

Set up variable mapping

Variable mapping allows you to send conversation details from SparrowDesk into your survey.

1. Under Variable Mapping, select values from the dropdown

Example

You can select Priority and Source.

2. These values will be sent as variables to SurveySparrow
3. Make sure the variables selected here match the variables used in your survey questions

Allow sending multiple surveys (optional)

Enable Allow sending multiple surveys for every status change if you want surveys to be sent more than once.

When this option is enabled:

• A survey is sent when a conversation is resolved
• If the conversation is reopened and resolved again, the survey is sent again

Click continue.

Name and save the trigger

1. Enter a Trigger name

2. Add a Description (optional)
3. Click Save

The trigger is now active and surveys will be sent automatically when the conditions are met.

Disconnecting SurveySparrow from SparrowDesk

To disconnect the integration:

1. Go to Settings → Apps store

2. Click the SurveySparrow dropdown

3. Select Disconnect

4. In the confirmation modal, click Uninstall

Your SurveySparrow account will be disconnected from SparrowDesk.

Notes

• This integration can be used to send surveys automatically.
• Survey selection, delivery method, and variables are fully configurable using triggers.