The Ortto Autopilot Integration

Ortto's autopilot integration overview

Ortto's autopilot integration allows you to automatically send surveys (via email or SMS), automate follow-up actions based on responses being received, and condition other actions based on customers’ previous Delighted responses.

A note about survey types

Currently, the Ortto integration is only compatible with the NPS survey type. If you want to connect to another survey type, send us a note!

Setting up the Ortto autopilot integration

1: Head to the Integrations page and choose Autopilot.

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

3: Connect the Delighted app in Autopilot by pasting the Delighted API key when prompted.

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

5: Back in Delighted, head to the Webhooks page by clicking Integrations > Webhooks.

6: Create a Webhook to trigger for all responses and paste the Autopilot destination URL from step 4.

7: Click “Send test.”
Scroll down and choose "Save & turn on"

After the integration is set up, you can use the Delighted app within Autopilot in all of your workflows.

Triggering surveys as Ortto autopilot actions

Use actions to trigger Delighted surveys at key moments in the customer lifecycle, like 30 days after sign-up or after a chat is closed.

To set-up an Action:

1: Head to a Journey in Autopilot.
2: On the right-side panel, scroll down to the Actions section.
3: Drag and drop the "Send NPS Survey" Action.
4: Click on the "Send NPS Survey" Action, specifically where it says "Click to configure."
5: Select if you'll be sending a survey via Email or SMS.
6: Select any properties you'd like included in the survey request. (Don’t forget the email address or phone number!)
7: Configure the rest of the Journey as needed.

Using survey responses as action triggers

Connect the Delighted response Trigger in Autopilot to an Action to automate events based on survey responses, such as sending follow-up emails to detractors or sending promo codes to promoters.

1: Head to a Journey.
2: On the right-side panel, scroll down to the Triggers section.
3: Drag and drop the "NPS Response" Trigger.
4: Click on the "NPS Response" Trigger, where it says "Click to configure."
5: Set a rule for determining when that Trigger will fire (ex. for promoters, passives, or detractors).
6: Drag and drop an associated Action/Condition.
7: Configure the rest of the Journey as needed.

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

You can set up Conditions in Autopilot to check historical Delighted responses before proceeding with an action.

1: Head to a Journey.
2: On the right-side panel, scroll down to the Conditions section.
3: Drag and drop the "Check NPS Response" Condition.
4: Connect a Trigger with the Condition.
5: Clicking and holding on the green arrow, specify the type of response (ex. promoter, passive, detractor, no response) to proceed with a given Action.
6: Connect the Condition with the Action.