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You connect SmileBack once at the MSP level. Neo signs in to SmileBack’s read-only API as one SmileBack user, with your account’s API credentials.

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1. Copy the API credentials

In SmileBack, open the Account menu → API Credentials. Copy the Client ID and the Client Secret. They are unique to your SmileBack account.

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2. Choose the user Neo signs in as

Neo signs in with a SmileBack user’s email and SmileBack password. Use a user who can see all your CSAT reviews, NPS responses and project surveys. If the user signs in to SmileBack with ConnectWise single sign-on, they still have a SmileBack password: set one on SmileBack’s Reset password page (https://app.smileback.io/password/reset/), which sends a link to the user’s email. Single sign-on keeps working. Keep the credentials and the password out of email and chat: anyone who has them can read your reviews and your customers’ contacts.

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3. Add the credentials in Neo

1

Open Integrations

In the Neo Dashboard, open Integrations and find the SmileBack card, under Customer Success.
2

Save the credentials

Enter the Client ID, the Client Secret, the user’s email and the user’s SmileBack password, and click Save settings. Neo signs in to SmileBack and reads one review before saving, so a wrong value is rejected straight away, with the reason.
Neo calls SmileBack at https://app.smileback.io/api/v3. It asks SmileBack for a token with your credentials and keeps the token until it expires.

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4. Turn SmileBack on per agent

Open the agent, go to the Integrations section, and pick an access profile for the SmileBack block, or set each area yourself: See SmileBack API for the profiles and what the agent can read.