Integrating a survey to the Intercom chat is a good way to get feedback about how your customers feel about your support and other chat services that you offer. We recommend that you use the Intercom macros (saved replies), so that all of your team can easily share the survey with just a click. Doing the integration is quick and easy, just follow the steps in this article to get started.
Start off with creating your survey, and publishing it to a link in the Feedbackly Dashboard.
When you are done with your survey link the next step is to create the macros in your Intercom workspace. These can be created and managed in two places: The next-gen Inbox or in your workspace Settings.
You can see an example below of a macro related to a support satisfaction survey. As you can see, all you need to do is create a new macro, add suitable content and then add the link you got in step 1, to where you would like it in the content.
4. To add the link to the text, select the part of the text where you would like the link inserted, and click on the link icon from the popup bar (screenshot below). Then paste the link into the field. The respondent will be forwarded to the survey by clicking on the part where you added the link.
5. If you offer support/services in multiple languages you can create a macro for each language option. Just remember to add the translations to the actual survey as well, so that you can redirect the respondent to a survey with the same language.
6. After you have added your macros you can start using them to send out surveys to your customers. To access the macros in the chat, click on the⚡️- icon (screen shot below) and then Use macro.
7. Choose the macro you wish to use.
8. Click send and your customer will receive the message with the link to your survey included. 🎉
