The native Gorgias integration allows you to export survey data and assign them as contact properties that you can use as filters for your automated messages.
Manage the survey data export
Go to the Integrations page and connect the Gorgias integration by clicking the Connect button. If the integration is already connected, then go to the desired campaign.
Once you clicked "Connect" you will be prompted to type in the URL of your Gorgias helpdesk to connect it to Retently. You can find this URL either from your URL bar (it will be right before ".gorgias.com") either reach out to support@gorgias.com to help you out. Once the URL is verified, you will have to authorize Retently.
Go to the campaign you want to export data from and choose the submenu "Export".
On the "Export" page, find the Gorgias logo and switch the red toggle to green.
Once you turn the Export on, select the checkboxes that fit you best.
The integration supports the following data export options which you can check or uncheck depending on your needs and preferences:
Response rating - includes just the last rating a customer provided as a custom property in Intercom;
Response button label - exports the response button label as a custom property in Intercom;
Response category - will export one of the 3 response categories depending on the score (Promoter, Passive, Detractor);
Response text feedback - exports the message of the main open-ended question as a custom property in Intercom;
Last survey response date - will export the date the last feedback was provided as a custom property in Intercom;
Last survey sent date - will export the date of the last survey sent as a custom property in Intercom;
Retently profile link - will create a new custom property in Intercom with the link to the customer's profile in Retently.
In the customer profile you will see these following fields:
Notes
If a customer has multiple email addresses in Gorgias, Retently will be able to export data only based on their primary email address, due to Gorgias' API limitations.
The Retently survey response block is only available on a customer level in Gorgias. Meaning that you can manage it as a customer widget, not as a ticket block.
If you cannot see the widget in the sidebar, then it may be hidden by default, and you will have to insert it into the sidebar. Access the widget edit section button from a customer's sidebar, and then drag and drop the Custom widget with Retently survey results into the sidebar.
