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The common use is a weekly scheduled agent that counts last week’s CSAT and NPS from SmileBack and writes them to your Strety Scorecard. Technicians can also ask an internal chat agent “what was our CSAT last month?” or “show me this week’s negative reviews”.
Automatically enabled when you configure SmileBack permissions in your agent workflow, or on a dashboard.

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What It Does

  • Read CSAT reviews for any period: rating, comment, tags, the ticket with its board and technicians, the company and the contact
  • Count CSAT %, Net CSAT and the response rate for the whole team, per technician or per customer
  • List negative reviews with their comment and ticket, for a follow-up
  • Read NPS responses per campaign and count your NPS
  • Read project survey answers and score a project
  • Put the week’s scores on a Strety Scorecard Metric, with the Strety API

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Permission Groups

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Access Profiles

SmileBack’s API is read-only, so every profile reads all three groups and nothing asks a technician.

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Safety Controls