Step: Add Google Sheets Row
This step appends new rows to a Google Sheets worksheet with the defined column mapping values
This step is available for Business Plan and above only
Configuration
There are three key configurations for adding a new row to Google Sheets: Google Sheets, Worksheet(Tab), and Column Mapping.
Select the Google Sheets file you would like to populate from Google Picker.
Make sure you have editing access to the worksheet you are trying to connect to
When the desired Google Sheets file is chosen, select the Worksheet or Tab you would like to populate.
Make sure the sheet name doesn’t include punctuation and the first row of the worksheet is a header row with filled-in column names. A missing value in the first row of Column A will result in data being inserted to the top of the sheet rather than to the bottom.
Once the Worksheet(Tab) has been determined, the Column Mapping configuration drawer will open. A maximum of 26 columns (Column A to Column Z) will be displayed for configuration.
Fill in the column fields in the configuration drawer with the desired data. To include variables, add the prefix "$" to support the interpolation of static text and variables. To include a Google Sheets calculation, add the formula in the relevant field so its value will be automatically calculated and displayed when a new row is added to the worksheet.
If you wish to leave a column in the sheet blank, leave its field in the configuration drawer empty.
Tips: Click on the refresh button in the configuration drawer to update the worksheet and column mapping fields
How it works
When the Workflow is triggered, the values defined in the column mapping field will be pushed into the Google Sheets worksheet and displayed in a new row at the bottom of the table.
Editing a Worksheet
Editing a worksheet includes the below possible actions:
Deleting existing rows or columns
Adding rows anywhere other than to the bottom of the worksheet
Changing the column sorting of the sheet
Renaming or adding or rearranging columns
Renaming the workbook or the worksheet
If any of the above is performed, you need to stop the Workflow, update the column fields in the step configuration drawer and republish the Workflow to reflect the updated values. Failure to do so will result in a data mismatch between input in the Workflow and the new rows in the worksheet.
Potential Failure
There are two potential failures in the Add Google Sheets Row step. The first occurs if you do not have editing permission for the selected Google Sheets file. The second occurs when the selected Google Sheets worksheet has reached its cell limit or is full.
The contact will skip this step and proceed with the remaining Workflows journey upon encountering the above failures.
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Business Goal: Automatically send CSAT surveys to customers with closed conversations and save data in Google Sheets, CRMs or other data warehouse.
Use CSAT surveys to:
Understand customer satisfaction levels and identify areas for improvement
Track data to gain insights into customer preferences, needs, and expectations
Identify dissatisfied customers and provide an opportunity to address their concerns, potentially turning them into loyal customers
Method for Sending CSAT and Saving Data
Send CSAT survey and save data using Workflow Templates
Send CSAT survey and save data using Workflow Templates
Method Objectives
Set up your Google Sheet, CRM or data warehouse to receive survey data.
Select a Workflow Template and customize Ask a Question steps if needed.
Manage positive response and save data in Google sheet or data warehouse.
Manage negative response and save data in Google sheet or data warehouse.
Manage invalid and no responses.
Set up your Google Sheet, CRM or data warehouse to receive survey data
To get started, there are a few steps to take before creating your Workflow.
Depending on where you want to save your CSAT responses, here’s how you can prepare the external platform.
Set up your Google Sheet
Create a Google Sheet with the following headings: Agent ID, Agent Name, Team, CSAT Score, CSAT Follow Up Feedback, First Response Time, Resolution Time, Conversation Category, Conversation Summary, Contact ID. You may edit the headings as desired to meet your business needs, but note that if you change them, you will also need to edit the column mapping in the Save to Google Sheet step in the Workflow.
Set Up your CRM or Data Warehouse
All CRMs and data warehouses will be set up differently, but here are some things you should prepare:
Find out which API keys you need.
Determine which fields in your CRM or data warehouse are available for saving CSAT data. These will be needed for mapping purposes when you set up the Workflow.
Add any custom fields necessary to your CRM or data warehouse.
Workflow Setup
There are workflow templates set up by our team that you can use immediately. These templates can be edited to fit your business needs.
Learn more about Workflow Templates here.
Select a Workflow Template and customize Ask a Question steps if needed
There are two templates to choose from depending on where you want to save your data. Here’s how to select and set them up.
Selected Template to save CSAT Responses to Google Sheet
On the IS-Messenger platform menu, click Workflows > + Add Workflow. Then, click CSAT to Google Sheet > Use Template
Selected Template to save CSAT Responses to Data Warehouse
On the IS-Messenger platform menu, click Workflows > + Add Workflow. Then, click CSAT to Data Warehouse > Use Template
The template is set up with an Ask a Question step triggered after a conversation is closed. You may edit the question and multiple choice replies if desired. The response is automatically saved as a Variable named csat_score.
Note: If you change the 👍 and 👎 response options here, you’ll also need to change the responses in the branch configuration.
The default timeout branch is 6 hours, but this can also be edited or toggled off.
Manage positive response and save data in Google sheet or data warehouse
The branch step is set up to handle positive and negative responses differently. First, we’ll look at managing a positive response.
When the customer selects 👍, they will be routed to this branch where they’ll receive a message and their responses will be saved.
Edit the Send Thank You Message step as desired.
There are two ways to save positive responses.
Saving responses in a Google Sheet
Configure the data to send to a Google Sheet. Select the Google Sheet you’ve prepared earlier for saving CSAT data > Add relevant Variables to the Column Mapping fields. Learn more about the Add Google Sheets Row Step here.
Here’s an example of how we would match Variables to the available columns
Here’s what the Google Sheet should look like after receiving positive feedback
Saving Responses in a CRM or Data Warehouse
Configure the HTTP request step to send the data to your CRM or a data warehouse. Learn how to configure the HTTP request here.
Manage negative response and save data in Google sheet or data warehouse
If a negative response is given, the branch step will route to an Ask a Question step to get a follow up feedback. Edit the question as desired.
Edit the Send Thank You Message and Send Fail Message steps if desired.
Then, depending on which template you’ve chosen, the response will be saved accordingly.
Saving Responses in a Google Sheet
Select the same Google Sheet you’ve created to save CSAT responses and map the fields accordingly. Learn more about the Add Google Sheets Row Step here.
Here’s an example of how we would match Variables to the available columns.
Here’s what the Google Sheet should look like after receiving negative feedback:
Saving Responses in a CRM or Data Warehouse
If no feedback is given, the Fail Message will be sent, and all the data except CSAT Follow Up Feedback will be saved. Configure Save CSAT Feedback 3 step exactly as done for the first two CSAT Feedback steps.
Manage invalid and no responses
If a customer replies with answers that are not in the provided options, this will be considered invalid and the customer will be routed to the Failure: Invalid branch.
If a customer does not reply within the time frame you’ve configured earlier, the customer will be routed to the Failure: Timeout branch.
The Workflow is set up with a Jump Step if the response is invalid. This will jump back to Ask for CSAT step. The default configuration is one jump, but you can edit the number of jumps allowed.
If the customer continues to send invalid responses, or if there is no response, a Fail Message will be sent. Edit the message as desired.
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