Configuring and using the Nicereply integration

The Nicereply integration allows you to automatically send customer satisfaction surveys after phone calls and view customer feedback directly within Aircall.

Important: For the integration to work, your customer must be saved as a contact in Aircall, with both their phone number and email address.

Setting up the integration

Before starting, ensure that you have Admin access to both Aircall and Nicereply.

Steps:

1. Log in to your Nicereply account.
2. Choose the type of survey you want to send: CSAT, CES, or NPS. You can find more information about these survey types here.

3. In the Distribution options, select Trigger.
4. When prompted, log in to your Aircall account. Nicereply will then automatically connect to Aircall.

Once the connection is complete, you can configure when and how surveys are sent.

Sending surveys after calls

After setting up the integration, define the conditions for when a survey should be sent. You can do this by configuring trigger settings in Nicereply.

Steps:

1. Go to your Trigger settings in Nicereply.
2. Edit the sender name, choose when to send the survey, set repetition rules, and filter by mailbox or tag.
3. Once your settings are configured, activate the trigger.

There are two ways to trigger surveys in Nicereply:

• Filter by tag:
  When filtering by tag, any Aircall call with the corresponding tag will trigger a survey. This option is ideal if you only want to send surveys for specific call types or teams. Learn how to create tags. 
• Filter by mailbox (Aircall teams):
  When filtering by mailbox, select which Aircall team will trigger the survey. Every call made by a member of that team that matches your conditions will automatically send a survey.

Once these conditions are met, your customers will receive the survey, and their responses will appear in both Nicereply and Aircall.

Viewing customer feedback in Aircall

When a customer answers a survey, Nicereply automatically syncs their latest response with Aircall. The feedback appears as soon as the phone rings and during the call, allowing your team to quickly view the customer’s most recent satisfaction rating.

This information also appears in the call activity details in Aircall, so your team can easily access feedback history and improve customer interactions.