Integrating Your SmileBack CSAT to CloudRadial

If you've got Smileback as your CSAT solution, you can use it to fuel your customer satisfaction surveys (CSAT) in your portal. The integration allows you to view CSAT reviews from emails in CloudRadial, and to collect CSAT reviews directly from customers who are using the CloudRadial portal.

The sync is bi-directional, so feedback logged in CloudRadial will populate SmileBack and vice-versa. 

Read below on how to connect your CloudRadial account with SmileBack.

1. Create an API Member in CloudRadial

1. Navigate to Partner > Settings
2. Select Integrations from the sidebar on the right side of your screen
   
   
   
   
3. Select API (Beta)
4. Click on Add API Key
5. Name the newly generated API Key SmileBack and select Submit
   
   
   

Note: You will be able to see the full API Key (Public Key and Private Key) only once, so make sure you copy and paste them in a safe place.

2. Enter the API Key into Smileback

In order to trigger a back-and-forth sync between CloudRadial and Smileback, you'll need to generate a webhook URL to send the reviews back to Smileback.

Below is an example of a tenant connected to ConnectWise.

1. Open ConnectWise Manage configuration settings from the dropdown menu under your name in the top-right corner of the SmileBack app.
   
   
   
   
2. Switch on the toggle to enable CloudRadial integration
   • If you don't see this, be sure to expand the menu using the +/- interface
     
     
     
     
3. Once enabled, a new menu where you need to paste both the Public and Private keys from CloudRadial will be displayed
4. Now, copy the CloudRadial JSON Webhook URL
   • We will enter it back into CloudRadial in a few moments. Store this URL somewhere for now.
5. Finally, press the Save and Validate API Connection test button.
   
   

• If you see all green messages informing you about successful CloudRadial communication, congratulations! You have just connected your CloudRadial account with SmileBack.
  • Continue to step three in this article your CloudRadial where we'll plug in the JSON webhook into CloudRadial.
    
    
• If you see a red message warning you about failed communication with CloudRadial, start over from step 1 - it's possible that you've missed something. 

3. Set Up the Feedback Webhook in CloudRadial

Once you've gotten your webhook URL, you're ready to complete the webhook trigger to Smileback.

1. Navigate to Partner > Feedback in CloudRadial
2. Select Settings in the top right
   
   
   
   
3. Select click Edit
4. Check that the box Send alert on every feedback? (under Notifications) is checked. (Make sure all 3 boxes are checked in this location.)
   
   
   
   
5. Under the field for JSON Webhook URL section, insert the Smileback webhook.

All set! Now, the result should be that results captured in CloudRadial's CSAT will fire off to Smileback.