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Transition Existing Surveys on X (formerly Twitter) before June 24

LauraV's avatar
LauraV
Khoros Staff
5 months ago

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.

    1. At the top right of the page, select New NPS/CSAT.
    2. Enter a Name for the survey.
    3. 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.
    4. Select the X icon as the network.
    5. Select whether you want to create a NPS or a CSAT survey.
    6. 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.
    7. In the Brand name field, enter the name of your brand that will be displayed in the question.
    8. Indicate how often you want the same author to be queried.
    9. Select Save

    Activate and reorder surveys

    1. Return to Settings > Rules and Routing > NPS/CSAT
    2. Reorder surveys by using your cursor to drag and drop the surveys in the list.
    3. In the Active column, toggle surveys on/off as needed.

    For more information about these surveys, refer to the following::

    Published 5 months ago
    Version 1.0
    • andreamontanaro in addition to SebastianR's note, I recommend you also create a support case, providing information on the specific conversation where you are observing that error so that the Support team can start troubleshooting and gathering any additional information that may be necessary to help resolve the issue.

    • Hey team. Followed instructions and got an error: 

      The system did not send unknown survey type triggered by unknown survey type because of an internal error.
       
      Can you please assist?
       
    • jmarston and katap - Currently those replies would not count towards your CSAT or NPS scores and could trigger a new conversation. I have raised a feature request on katap's behalf and will add your CSM WillR to this request for visibility. We can then update you directly if/when this behaviour changes, as i suspect you'd want. 

      Thanks for your question/feedback 

    • Resharing katap 's question from this thread for visibility, but highlighting my own test results.

      When selecting a CSAT survey, it gives the user the option to select 1 (low) to 5 (high). However, if a user enters anything other than those numbers ("five", "5-five", "satisfied"), it simply creates a new case for the user - rather than attributing it to the score.

      Has Khoros considered an alternative solution for those types of events?