Autopilot

How it works

Delighted’s Autopilot integration will allow you to automatically send NPS surveys at exactly the right time in the customer journey, as well as automate actions based on Delighted responses being received.

Whether triggering a Delighted survey after a form submission, or automating a follow-up email to Detractors to start the process of closing the loop, there are a number of powerful ways to help you and the team automate your sending and follow-up processes via the Autopilot integration.


Setting it up

Visit the Delighted Autopilot integration page:

Copy the API key from Step 1 of the integration instructions:

Connect the Delighted app in Autopilot by pasting the Delighted API key when you are asked for it:

Once connected, copy the Webhook URL provided by Autopilot to your clipboard:

Go to your Webhook settings and create a webhook for “All responses” by pasting the Webhook URL:

Click “Send test” next to the webhook, and then scroll down and click “Save changes”:



FAQs

How do I add "Send NPS Survey" as an action in Autopilot?

Interested in triggering a Delighted survey after a key moment in the customer lifecycle? Maybe you're sending a Delighted survey 30 days after someone signs up on your site, or firing off a survey after a chat is closed on your site. With a wide range of Triggers supported in Autopilot, you can automate the dispatch of a Delighted survey - ensuring you're reaching out to the customer for feedback at the best possible moment.

To set-up an Action:

  • Head to a Journey
  • On the right-side panel, scroll down to the Actions section
  • Drag and drop the "Send NPS Survey" Action
  • Click on the "Send NPS Survey" Action, specifically where it says "Click to configure"
  • Select if you'll be sending a survey via Email or SMS
  • Select any properties you'd like included in the survey request
  • Configure the rest of the Journey as needed

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How do I automate Actions in Autopilot based on new NPS surveys being received (i.e. Triggers)?

Automate a follow-up email to Detractors, kick-starting the process of closing the loop and starting the path towards recovering the customer. Send a discount code to Promoters to thank them for their continued loyalty to your brand. Add Passives to a list to further investigate and report on their feedback – using the list to uncover potential quick wins in terms of moving Passives towards that Promoter level.

All of the above use cases, and countless more, can be automated by connecting an Autopilot Trigger with an Action. To set-up an Action:

  • Head to a Journey
  • On the right-side panel, scroll down to the Triggers section
  • Drag and drop the "NPS Response" Trigger
  • Click on the "NPS Response" Trigger, where it says "Click to configure"
  • Set a rule for determining when that Trigger will fire (ex. for Promoters, Passives, or Detractors)
  • Drag and drop an Action/Condition
  • Configure the rest of the Journey as needed

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How can I check the last Delighted score for a person prior to triggering an action in Autopilot?

Set-up "Conditions" in Autopilot that allow for an automated check on the NPS response for a given contact prior to proceeding with a subsequent action. Customers have used Autopilot Conditions to help follow-up specific actions (ex. payment page visited, specific event in Segment, etc.), checking a person's last NPS response prior to proceeding with a given action. This is a great way to specify events only if someone has historically provided a certain type of response (ex. offering discounts only to Detractors to try to increase their experience and score).

To set-up a condition:

  • Head to a Journey
  • On the right-side panel, scroll down to the Conditions section
  • Drag and drop the "Check NPS Response" Condition
  • Connect a Trigger with the Condition
  • Clicking and holding on the green arrow, specify the type of response (ex. Promoter, Passive, Detractor, No Response) to proceed with a given Action
  • Connect the Condition with the Action

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