Due to the deprecation of X’s (formerly Twitter) v1.1 APIs, the current native NPS/CSAT feedback surveys will no longer function starting June 24. You can now configure your surveys using the new self-service NPS/CSAT survey feature, which offers the same options as the native X surveys in terms of selecting a question and the appropriate close dispositions.
Access survey configuration
Go to Settings > Rules and Routing > NPS/CSAT to create and edit surveys.
Create a new X (formerly Twitter) survey
Note: Contact Khoros Support if you need to request details of your current X survey configuration and to disable the older survey configuration before we automatically disable it on June 24.
Note: Since Structured Messages have also been deprecated in X’s APIs, these surveys are provided in plain text.
- At the top right of the page, select New NPS/CSAT.
- Enter a Name for the survey.
- In the Closed Disposition(s) field, select an option or options. When an agent closes a conversation with one of these dispositions, the survey is triggered.
- Select the X icon as the network.
- Select whether you want to create a NPS or a CSAT survey.
- Select the question that you want to ask authors (or provide a custom one).
Note: Though there are multiple questions in the list, you can select only one per survey you create. - In the Brand name field, enter the name of your brand that will be displayed in the question.
- Indicate how often you want the same author to be queried.
- Select Save
Activate and reorder surveys
- Return to Settings > Rules and Routing > NPS/CSAT.
- Reorder surveys by using your cursor to drag and drop the surveys in the list.
- In the Active column, toggle surveys on/off as needed.
For more information about these surveys, refer to the following::
