Set Up Qualtrics Integration

Before you start

Review the following information before you connect Qualtrics to Gladly.

• This is a two-part configuration process that must be done in sequential order:

  1. Gladly to Qualtrics – Trigger Qualtrics Survey: When a Conversation is closed in Gladly, Gladly Qualtrics App will trigger a survey in Qualtrics using the Qualtrics JSON object.

  2. Qualtrics to Gladly – Update Gladly Customer Timeline: When a survey has been completed, Qualtrics will update Gladly Customer Timeline with CSAT Score and Comments using a Gladly certified extension in Qualtrics.

• There are a lot of moving parts to set up this integration.  Please read through all of the instructions before attempting configuration.

Pre-Requisites

To set up Gladly to Qualtrics Integration (Connect Gladly to Qualtrics):

1. Log Into Qualtrics and find API token. Store this somewhere safe, preferably in a password manager.

   • Note – Each Qualtrics API token is account-specific, so every account within a Qualtrics license will have an API token that can be generated. Please be sure that the account is not associated to a user - you do not want to loose integration functionality because the Qualtrics API token you created is associated to an account user that is deactivated for any reason.

2. Go to Connect Gladly to Qualtrics and perform the first five steps. Copy and paste the JSON event endpoint URL somewhere safe. Click Finish. You will go back and finish the setup at a later time.

To set up Qualtrics to Gladly Integration (Connect Qualtrics to Gladly)

1. Create a Gladly User with API Access that is only used for this Qualtrics integration (i.e., [email protected]).

2. Generate an API token using this newly created Gladly User.

Connect Gladly to Qualtrics

You will be creating a workflow in Qualtrics. This workflow will consist of two Qualtics tasks:

1. A JSON Event task that will receive the "Conversation Closed" event that the Gladly Qualtrics App emits when a Conversation is closed.

2. An XM Directory task that will send the survey to the Customer.

   • Note – Gladly does not guide how to set up the XM Directory itself. Instructions are provided on how to setup an XM Directory Task to send a survey to an individual only. Please speak to a qualified Qualtrics specialist if you need guidance.

Create a Qualtrics Workflow

1. Start by creating a Qualtrics Workflow. Navigate to the top left menu and select Workflows:

2. Once on the Workflows page, select the + Create a Workflow button and select the Started when an event is received option.

3. Name the workflow something meaningful to you and select the survey that you want to send when a Gladly Conversation is closed. Click the Create workflow button.

4. Select the JSON task/extension:

5. A new window will pop up. This is the JSON event endpoint that the Gladly Qualtrics App will call when a conversation is closed in Gladly. Copy this URL endpoint and store it in a safe place, preferably a password saver. You will need this URL in a future step (when configuring the Gladly Qualtrics App). Once you have saved the URL, click Finish.

6. Once finished, you will see the following. You will now configure the attributes that the Gladly Qualtrics App will send to this endpoint. Select the JSON task:

7. A new window will pop up. Now you will configure the event to accept the data that Gladly will send to this endpoint. When the window finally opens, click Advanced Setup and add the following JSON Fields:

• customerId → $.customerId

• conversationId → $.conversationId

• customerFirstName → $.customerFirstName

• customerLastNames → $.customerLastNames

• customerEmailAddress → $.customerEmailAddress

• agentId → $.agentId

• inboxId → $.inboxId

Click Done Editing, then Finish.

• Important – If you don't click Done Editing before clicking Finish to close the window, your advanced setup field mappings will not save

After clicking Finish, you should see the following screen. Update the name to something like "Gladly Triggered Survey."

8. Now, you are going to add the XM Directory Task. This will send the survey to the Customer. Select the "+" button under the JSON Event in your workflow and select Add a task. Type "XM" in the search bar, then choose the XM Directory task / extension:

9. A new window will pop up. Select Distribute Survey:

Keep all the defaults as seen below.

• Note:

  • The Save button is still disabled. There is no scroll bar to the right, but you need to scroll down to finish filling out the required fields that are not visible.

  • Instructions are provided on how to send the survey to an individual. Feel free to change any configurations to meet your needs.

  • We recommend you initially set When to Immediately. It will help save time with testing. Once you are comfortable with the results, you can schedule a time that suits your business needs.

In the Select a contact list and set XM Directory fields, fill in the "First name," "Last name," and "Email address" fields by selecting the {a} button. See the below image for details.

It should look like this when done:

• Note – You must select a Contact List. You can choose any empty random testing Contact List.

Select the Add or remove embedded data fields and:

• In the right column, Field Value, select the {a} and select "customerId", "conversationId", "agentId" and "inboxId"

• In the left column, "Embedded Data Field", type in "customerId", "conversationId", "agentId" and "inboxId"

It should look like this. If it does, click Close.

You are now back on the Distribute Survey Task.

10. Find the Survey section. Select the survey that you want to send to Customers after a Gladly conversation has closed.

11. Next, complete the email that you would like to send to Customers. Please add a Subject and email content. Here is a sample:

Click the Save button.

12. Your new workflow should look like this. To get out of the workflow details and back to the list of Workflows, click the "X" in the top right corner:

Your workflow is now ready.

13. This is optional. If you would like to filter survey results within Qualtrics "Results," you need to add the Embedded Data fields to the Survey. To do this, click the Survey tab, then Survey Flow.

14. In the Set Embedded Data area, make sure the following embedded fields are added:

• InboxId

• AgentId

• ConversationId

• CustomerId

It should look similar to this when you are done:

You have completed all the configuration in Qualtrics for the Gladly to Qualtrics trigger a survey upon conversation closed. Now it’s time to link this newly created Qualtrics workflow to Gladly.

Configure Gladly Qualtrics App

You will need the information from Qualtrics to complete this step. Please make sure you have the Qualtrics API token and the Workflow JSON Task event Endpoint handy. If you do not, please see the Pre-Requisite instructions on how to obtain these values.

1. Open a new browser tab and log into your Gladly Org.

2. Click on the top left corner of the screen, then click Settings.

3. Under the App Developer Tools category, click Apps, then click Add App > Qualtrics.

4. Fill in the fields from the Add New Qualtrics App page with Qualtrics API token and the JSON Task event endpoint.

   • Note – We recommend waiting around 10 minutes before testing. You should receive an email after you close a Conversation.

Test

Now, you are ready to test whether a Qualtrics survey is sent when a conversation closes in Gladly.

1. Open any Conversation in Gladly and make sure the Customer's Profile has an email address.  If the Customer does not have an email address, there is no way Qualtrics can send a survey.

   • Note – We recommend you do this with an email address that you have access to the email account.

2. Close the Conversation in Gladly. Once the Conversation is closed, the Customer should receive an email asking them to complete a survey.

   1. This can take a few minutes even if you selected “immediately” in your Qualtrics workflow.

   2. If you selected to schedule the survey for a certain time period, then the email will be sent at the time you specified in your Qualtrics Workflow.

3. To validate or debug, navigate to your Qualtrics instance  (<your-qualtrics-url>/workflows/ui/global/run-history) and select to view the workflows run history. This will show the run history (i.e., information each time the workflow is executed).

If you recieved an email to take a survey, the integration worked! DO NOT complete the survey yet. We can do that after we connect Qualtrics to Gladly.

Connect Qualtrics to Gladly

Gladly has a certified extension within Qualtrics to perform this integration, and you'll be configuring the extension in your Qualtrics environment. This integration will allow Qualtrics to update the Gladly Conversation with the survey results.

Prerequisites

• You must add a dedicated Gladly user account for the Qualtrics integration assigned the API User role.

• An API token generated through this user.

• You must be a Brand Administrator on Qualtrics.

Instructions

1. Install the Gladly extension in Qualtrics by navigating to <your-qualtrics-url>/extensions-admin/ search for Gladly, and install it.  
   

2. Navigate to the survey that you'd like to send back to Gladly and click on the Workflow tab.

3. Click Create a Workflow and select Started by an Event.  

4. In triggers, click Survey Response or search for "Survey Response" in the Search Workflows search box.  

5. Select Start a workflow when a survey response is received or updated, then click  Get Started.  

6. Enter a name for the workflow (e.g., “Update Gladly with Survey Response”), then click Create workflow.

7. Click on the workflow, select the appropriate checkbox, and then click Finish.  

8. Click + menu and Task.  

9. Select the Gladly tile.  

10. If you have already set up a Gladly account for this environment, choose it from the list; otherwise, click Add a user account. This Gladly user account will be used to send Qualtrics surveys to Gladly. Fill in the following fields and click Connect Account.  

    • Name –  Enter a name to identify this account. For example, "Production Qualtrics User."

    • Username – Enter the email address of the Gladly user used to generate the API token.

    • Password – Enter the API token generated using the Gladly user account.

11. Click Connect Account.

12. Fill in your Gladly base URL (e.g., .gladly.com), then click Save.

    • Note – The URL could be different if you have a Gladly dev/staging/test Org. (e.g., <your-gladly-url>.us-uat.gladly.com).  

13. Customize the new two attributes that appear on the Conversation Timeline.

    • Title of the Gladly event – Prepend with "CSAT Score"

    • Body of the Gladly event – Prepend with "Customer Feedback"

      • The data will show in Gladly as:

      • Note – If you did not name the workflow in step 5 above, please do so now. Name the workflow “Send Survey Response to Gladly” or something that will easily let you know what this workflow is doing.
        

14. Now, you're ready to test the workflow.

    • You can use the Gladly to Qualtrics integration to trigger a survey. After a Customer survey is answered, you should receive an event on the Conversation Timeline.

      • Tip – By navigating to <your-qualtrics-url>/workflows/ui/global/run-history, you can see the history of the workflows. This can be helpful in debugging any issues.

      • Note – Qualtrics has checks to prevent sending the same survey to a Customer multiple times, and hence, when testing, try using different emails every time.

      • Note – Gladly does not guarantee that the first and last Customer names are populated. This means that if you use these variables in your communication with Customers, they might be sent a blank survey.