Set Up SimpleSat for Workflows

Simplesat can also be connected to Gladly through Workflows, so Gladly can automatically send a CSAT survey at the end of an AI-handled Conversation and deliver the results directly to Simplesat.

Two ways to connect Simplesat

This is a separate integration path from the Email-based Simplesat integration described in Set Up Simplesat Integration. That integration triggers a survey when an Email conversation closes. This one triggers a survey from a Workflow, and works across messaging Channels.

Before you start

• Channel scope. This integration currently supports web chat and SMS. Voice conversations are not yet supported.

• You'll need a Simplesat survey already built in your Simplesat account. Gladly imports your survey's existing questions and rating scale. It doesn't create new surveys in Simplesat.

• This is a two-part setup: connect the integration, then build a workflow from your survey.

Connect Simplesat to Gladly

This connection is initiated from the Gladly side and is set up by the Gladly Support team on your behalf.

1. In Simplesat, go to Workspace Settings > API Keys and copy your API key.
   

2. Contact Gladly Support and provide the API key.

3. Gladly Support will add a Simplesat integration for your organization.

Once this is complete, the Import SimpleSat survey template becomes available when creating a new workflow.

Turn your survey into a workflow

1. Go to Workflows and click Add Workflow.

2. Select the Import SimpleSat survey template tile. This tile only appears once the Simplesat integration above has been configured.

3. In Pick a survey, select the Simplesat survey you want to use and click Import.
   

4. Gladly creates a new workflow from your survey's questions and opens it in the editor so you can customize it.

Understand what gets imported

Every imported workflow has three sections:

• Exit check: Asks the Customer if they need anything else and uses an AI judge to check the response. If the customer still needs help, the workflow ends so the conversation can continue instead of interrupting them with a survey.
  

• Survey questions: Your CSAT survey's rating question, plus any follow-up questions your survey routes to based on the rating (for example, "How could we improve?" for a low score, or "How likely are you to recommend us?" for a high score).
  

• Conditional close or handoff: Based on the rating, the workflow either closes the session automatically (for positive ratings) or hands off to a human agent (for all other ratings), so low ratings get a person's attention.
  

You can edit the wording of any Ask step and the customer-facing labels on rating choices (for example, changing "1" to "😡 Very unhappy"). The underlying values that get submitted to Simplesat are read-only, so your Simplesat reporting stays consistent even if you change how a label reads to the customer. See Workflow Steps for more on how Choice output variables work.

Keep your workflow in sync with Simplesat

If you add, remove, or edit questions in Simplesat after importing, click Sync with CSAT in the workflow editor toolbar. This pulls the latest questions and choices into your workflow without losing your customizations to the workflow's name or trigger settings.

Connect the workflow to a trigger

Creating the workflow doesn't activate it. To have Gladly send the survey automatically once a conversation goes quiet, connect the workflow to the On Customer Idle trigger in the relevant Gladly Agent's Workflow Triggers tab, and set how many seconds of inactivity should pass before it fires. See Workflow Triggers for setup instructions.

Understand partial survey submissions

If the customer stops responding before completing the workflow (for example, the session closes from inactivity), Gladly still submits whatever answers were collected up to that point. Resubmitting for the same conversation updates the existing Simplesat response rather than creating a duplicate.