Delighted
Fire CSAT and NPS surveys after a resolution. Score syncs back to the conversation.
About the integration.
Delighted fires CSAT and NPS surveys after a resolved conversation. The score and verbatim comment land back on the conversation thread, so you can spot a bad rating and follow up before the customer churns. Survey delivery is email by default, with SMS and in-chat options available.
What you get on day one.
- ✓CSAT, NPS, and 5-star surveys fired automatically after resolution.
- ✓Survey responses synced back onto the originating conversation.
- ✓Low-score alerts trigger a follow-up ticket for human review.
- ✓Customer comments and tags exposed to the AI for context on the next chat.
- ✓Survey timing configurable (immediately, 1 hour, 24 hours after close).
- ✓Multilingual surveys (Delighted supports 30+ languages).
Under the hood.
When a conversation transitions to Resolved in Message, we fire a webhook to Delighted with the customer's email or phone, plus a properties payload including conversation ID, agent name, channel, and tags. Delighted sends the survey according to your throttle rules. When the customer responds, Delighted webhooks back to us with the score, comment, and any tags Delighted's NLP applied. We attach the response to the original conversation.
Set up in 6 steps.
- 01In Delighted, generate an API key under Settings, then API and webhooks.
- 02In message.com, open Integrations, then Delighted, and paste the API key.
- 03Pick the survey type (CSAT, NPS, 5-star) and Delighted platform to fire into.
- 04Configure timing: when to send, and the throttle (Delighted defaults to one survey per customer per 90 days).
- 05Set low-score threshold (default: NPS 0 to 6 or CSAT 1 to 2 opens a follow-up ticket).
- 06Save. Surveys fire on the next resolved conversation.
Questions people ask before they install.
Can I run both CSAT and NPS?
Yes. Configure two Delighted platforms (one CSAT, one NPS) and pick which fires on which conversation type. CSAT after support, NPS after sales is a common pattern.
Will customers be surveyed too often?
Delighted's built-in throttle prevents that (default once per 90 days). You can tighten the throttle in Delighted's settings.
What about anonymous chat visitors?
If we have no email or phone for the visitor, no survey fires. You can also configure in-chat surveys for anonymous traffic.
Does it work with SurveyMonkey or Wootric instead?
We have a Wootric integration in beta. SurveyMonkey is on the integration roadmap. For now, Zapier covers either as a workaround.
Other Support tools apps.
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