With Survicate's Slack native integration, you can enjoy real-time insights right in your Slack workspace.

There are 3 main ways Survicate works with Slack:

Survey notifications: instantly get notified in Slack when someone completes a survey. This helps teams react quickly to feedback and collaborate on responses. test
Research Assistant in Slack: ask Survicate's AI assistant questions about your feedback data right in Slack. Get quick summaries, trends, or key themes without leaving your workspace.
Slack as an Insights Hub source: pull messages from specific Slack channels into your Survicate Insights Hub for deeper analysis. Great for collecting feedback from support, sales, or product channels.

This article will guide you through:

How to set up Slack notifications once a new response comes.
Asking Research Assistant questions without leaving Slack.
Creating Insight Hub notes from your Slack conversations.
Show you use cases and best practices for Slack integration.

Enable the Slack integration

Follow the instructions below, or click the button to connect Survicate to Slack.

Navigate to the Connect tab of your survey, select Slack from the list of integrations, and click the Connect button to authorize.

A pop-up window will appear asking you to log in to your Slack account. If you don't see the pop-up window, you may need to allow pop-ups in your browser — please look for the settings in your browser URL bar or use instructions for Chrome, Firefox, Opera, Edge, or Safari.

To approve the app in Slack, your Slack workspace admin will need to check the notifications from Slackbot. Such a request should appear:

You should be able to see the request for the Survicate app and approve it directly from Slackbot. If you don't see it, you might need to check your admin settings or permissions to ensure you have access to app approvals. You'll find it in your Slack account Apps ➡️ Manage ➡️ Configure app ➡️ Request.

Send survey responses as Slack notifications

With a Slack notification, it's possible to send your survey responses to a specific Slack channel.

This helps your team:

See feedback right away as it comes in.
Jump in fast if someone leaves a bad score or comment.
Talk it over together by replying in Slack threads.

Haven’t created your first survey yet? Check out our article for guidance!

Each notification includes:

Responses to all questions that were answered;
Name of the survey;
Name of the person who created the survey;
Survey results - this button takes you to the overall results of the survey
View response - this button takes you to this specific response in the Individual Responses tab of the survey
Response details - by clicking this button, you can quickly see all attributes collected with the response

Send notifications to a single channel

Enable Send survey responses as notifications in your Connect tab ➡️ Slack integration.

Select a Slack channel to which you wish to send your responses.

Additionally, you can choose to Anonymize survey responses, so that, even if your survey identifies the respondents, their personal data isn't visible in the Slack notification.

Send notifications to multiple channels

Click ➕ Add channel to send a survey notification to a few channels. This allows you to define different conditions for each channel, making it easier to route feedback where it matters most.

Now, every survey response will be automatically passed to the chosen Slack channel.

Send notifications to your private Slack channel

If you'd like to connect to a private Slack channel, it may be necessary to invite the Survicate bot there. To do so, please write @survicate in this channel, and Slack will ask if you want to invite Survicate to access this channel.

❗Please note that adding the Survicate bot is also necessary if you are changing your Slack channel type from public to private.

Send custom notifications

You can set Slack notifications to trigger only when specific survey conditions are met. For example, receive a message if someone answers your NPS® question as a detractor, allowing faster follow-ups with unsatisfied customers.

1️⃣ Enable Set and enable custom conditions for the Slack notifications option after choosing the Slack channel to which you'd like to receive the notifications.

2️⃣ Pick the condition you'd like to receive the notification on.

How to use conditions? Please take a look at our examples and recommendations below ⤵️

Choose a response to a question to be able to follow up with unhappy customers quickly:

If you select the condition equals or does not equal in reference to Single-choice, Multiple-choice, Rating scale, and Dropdown questions, you can choose one or more possibilities, as in the examples below:

You can also choose a custom attribute here to only receive notifications about responses from a certain email domain or, for example, from customers who purchased a particular product:

The available conditions for a Custom attribute are equals, is not equal, contains, starts with, ends with, does not contain, is unknown, has any value.

3️⃣ You can include multiple conditions by clicking the ➕Add new button.

If you have more than one condition, decide if you want to trigger notifications when both conditions are met by picking the AND condition or only when at least one of them is met by picking the OR condition:

Use Slack as an Insights Hub source

Slack integration allows you to send important parts of conversations to the Insights Hub with a single click.

Insights Hub is a tool designed to gather, categorize, and analyze feedback from various sources to automatically identify customer sentiment and detect technical issues reported by users.

Open Insights Hub at the top of your Survicate Panel, and click Add feedback ➡️ Integration on the main page:

or go to Add feedback ➡️ Integration in the Insights Hub dashboard.

Choose Slack from the list of integrations and click the Connect button.

You need to grant permissions in the pop-up window that you'll see next. By clicking Allow, you can also choose which Slack workspace will be connected to Survicate Feedback Hub.

Now, you can send feedback from Slack to your Insight Hub!🎉

In Slack, click More actions in a message's menu and select Send to Insights Hub.

You should see a message appear in Insights Hub right away.

Manage Slack Feedback in Insights Hub

Now that you have synced Slack to Insights Hub, the Hub will categorize and analyze feedback from this and other sources, to:

automatically detect customer sentiment;
identify technical issues and bugs reported by users and segment them into Topics and actionable Insights;
understand your customers' needs and wants better.

Feedback will be automatically segmented into Topics:

This segmentation is done thanks to AI, which prepares the most suitable categories based on the feedback you send to Insights Hub.

Feel free to click on one of the Topics to analyze individual feedback pieces that are included.

📌 You can also:

share a chosen Topic with your team,
delete it,
apply filters and/or searches to further analyze the data:

Ask the Research Assistant questions without leaving Slack

Research Assistant is a tool that, with the help of AI, can help you make the most of feedback from various sources.

This way you can check:

the data stored in your Insights Hub,
what respondents mention in their survey submissions,
statistics and trends among your surveys.

It lets your teammates, who aren't Survicate users, analyze feedback this way as well!

Once you have connected the Slack integration, go to the Settings ➡️ Enable Research Assistant in Slack.

📌 Read and accept the Terms of Service for Research Assistant in Slack:

You also have the option to Decline the Terms of Service; in this case, the feature won't be enabled.

Using Slack Research

In Slack, go to a public or private channel. You have several options to choose from:

a. Type: “@Survicate - Customer Feedback Platform How can we improve our app?”

The first time this prompt is used in this particular Slack channel, you will be asked to add the Slackbot to the channel:

This prompt will return and publish an answer that will be visible to everyone in the Slack channel.

b. Type: “/Survicate How satisfied are our customers?”

This prompt will return an answer that is visible only to you and let you choose whether to publish it to the channel or dismiss it:

c. Click three dots next to any message in the channel ➡️ Ask Survicate:

A new pop-up window will appear, where you can either adjust the question or submit it:

This prompt will return an answer that is visible only to you. You can then choose whether to publish it to the channel or dismiss it.

The Research Assistant's responses include references to the feedback they present, so you can check out the particular survey answers or notes that answer your questions:

Go to Survicate ➡️ Research Assistant to see the queries that you’ve asked in Slack, along with the responses that you saw in Slack as well.

Research Assistant will show the first and last name of the user who asked the question in Slack:

Use cases and best practices

Survicate's Slack integration empowers your teams to collaborate, discuss feedback, and find solutions together by allowing them to receive instant notifications when survey responses are received.

Thanks to the integration, customer feedback is immediately shared with relevant team members through Slack.

Get feedback from a post-purchase survey in real-time 💳

If you run an online store, you can use the custom conditions in Survicate to notify Slack whenever a customer provides feedback in the post-purchase survey.

This allows you to resolve queries and issues promptly, adding value to your services and helping you better understand your customers' needs. By enabling notifications to be sent to Slack, you can ensure you don't miss any details in the feedback, such as a feature request to improve your product, a payment method, and a delivery option.

You can set up customized notifications for negative feedback or low ratings only. After receiving a notification, you can immediately initiate an internal investigation to determine what went wrong. This may involve reviewing the customer's order history and analyzing any associated customer service interactions or the delivery process.

Once the investigation is complete, it's good practice to take steps to resolve the situation. Reach out to the customer who left negative feedback or a low rating to apologize and offer a resolution (refund, compensation, or replacement).

An appreciation channel to enhance customer support collaboration💌

The appreciation channel brings customer support team members together, allowing them to share success stories and celebrate achievements. By feeling appreciated, agents understand that their commitment and diligent efforts directly influence customer satisfaction.

💡Additionally, sharing positive feedback on Slack inspires and motivates. Seeing colleagues receive recognition for exceptional customer support sets an example of excellence for team members to follow. It inspires them to improve their skills continuously, aim for the same levels of customer satisfaction, and reach new levels of excellence.

💭Customer feedback is a valuable resource for identifying areas of improvement within the support team. This helps the team to identify recurring issues, gather insights, and collaborate on solutions to enhance the support experience. The Slack integration empowers the team to proactively address customer concerns and improve service quality.

Prioritizing feedback with custom attributes📢

Set up custom attributes such as low, medium, and high priority. This allows for efficient handling of feedback based on its importance.

❗️To recall a respondent attribute in a survey, you should pass the attribute value to Survicate either with a survey link or a snippet of code on your website or from your mobile app (IOS, Android, React Native). If you have already passed user attributes to Survicate, you can see them in the Analyze tab:

By incorporating priority custom attributes, you can quickly identify and focus on the most critical issues by implementing priority custom attributes. This allows for a more efficient allocation of resources, ensuring that the right teams or responsible persons address high-priority matters promptly.

🚩 If your high-priority customers leave negative reviews, you can set up specific conditions based on their questions and attributes to react to their feedback immediately. This proactive approach allows you to swiftly address the concerns raised by your most valuable customers, ensuring their satisfaction and loyalty.

Create a Slack channel to track your key customers' feedback to act on their responses to enhance overall customer satisfaction.

Leveraging data from customer reviews lets you identify patterns and common themes in negative feedback. This analysis can help you identify systemic issues that require broader organizational changes or process improvements.

Analyze your onboarding process 🎓

You can create a specific channel for your onboarding survey (don't forget to check our onboarding templates !😉). This will help you capture insights for the onboarding process from your new customers. Using the Research Assistant integration in Slack, team members can ask targeted questions directly in their Slack workspace, such as:

“What are users saying about the onboarding experience?”
“How satisfied are new users after their first week?”
“What are the most common complaints during onboarding?”

This allows Product Managers, UX Researchers, and Customer Experience teams to get instant answers based on real feedback instead of waiting for formal reports.

How Survicate uses the Slack integration🤩

At Survicate, we use surveys across various teams to gather customer feedback.

With the integration, our team members can immediately:

👀 react to concerns

🤝🏼 collaborate

📧 contact customers

📊 analyze feedback

🗒️ create a feature-request list

We share survey results with relevant teams for targeted action on specific projects.

➡️ For example, feedback from potential clients on acquiring new customers is promptly shared with our Customer Support Team. They proactively reach out to customers, offering assistance and addressing concerns.

Below you can see the responses collected as part of our Onboarding experience project.

➡️ We sent surveys to customers who stopped using Survicate after a trial period to understand why they did so. If they indicated a need for assistance, we forwarded their responses to Slack so we could quickly reach out and offer support with the setup.

Using the Survicate integration with Slack, we optimize our feedback management process, enabling swift and proactive customer engagement. This integration helps us foster a customer-centric approach by ensuring that the right teams have access to feedback and can take prompt action to enhance the overall customer experience.

Personal Data & Privacy Policy

What personal data is collected by the app/service? When connecting Survicate to Slack following personal data will be used:

Your user email used in Slack - we show it in Survicate panel within your account so that you can easily see who from your company connected the integration.
User name - when sending feedback from any Slack channel to Survicate Insights Hub, feedback note will contain user name, so that you can identify the author of the feedback.

Complete privacy policy document: Survicate Privacy Policy.

FAQ

Is Slack integration available on all plans?

Slack notifications are now available on all plans. However, if you're on an older plan, availability may vary. If you'd like to test this feature, please contact us sales@survicate.com or contact our team via live chat.

I can't see my Slack channel in the dropdown.

If you created a new channel in Slack, it would be selectable in your Survicate panel in about an hour.

How can the design of the notification be changed?

It's not currently possible to change the design of notifications. If you want to see this feature in the future, let us know via chat.

Why am I not seeing notifications in Slack?

Please check the selected channel to see if the survey is enabled and collecting responses, or if the Slack permission is granted.

I don't have an account in Survicate. Can I still use Research Assistant in Slack within my organization?

Yes, if your colleague connected the Survicate account to your Slack organization, you can also use Research Assistant in Slack.

Can I connect multiple Slack channels to one survey?

Yes, you can add different channels to send notifications from one survey.

Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

📞 If you have any questions about connecting Survicate to Slack - feel free to reach out to our team via chat or email: support@survicate.com.

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