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.

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 Integration from the bar on the right side of your screen, then select API (BETA).
   
   
   
   
3. Click on Add API Key. Name the newly generated API Key SmileBack and submit it.
   
   
   
   
4. 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 to back in 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 in the SmileBack app.
   
   
   
   
2. Switch on the toggle to enable CloudRadial integration.
   
   
   
   
3. Once enabled, a new menu where you need to paste both the Public and Private keys from CloudRadial will be displayed.
4. Following, copy the CloudRadial JSON Webhook URL. 
   • You can read more about how to insert it in CloudRadial in this article.
5. Finally, run Validate API Connection test.
   
   

• 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, we advise you to 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
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.
   
   
   
   
5. Under the field for JSON Webhook URL, insert the Smileback webhook.

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