What it is for
Relationship NPS automatically sends a 0 to 10 question, from time to time, to people who are already customers. It is different from CSAT, which rates a single conversation.Who can do it
Everyone sees the tab. Only Owner and Admin can change and save. For everyone else, the fields are disabled and there is no Save button. If the screen says “NPS is being set up in your account”, it is not available yet for the organization.Where to click
Settings › Organization › NPS. The answers appear in Reputation.Step by step
1
Turn on NPS
Use the switch next to Relationship NPS.
2
Set the frequency
In Ask every, type the number of months between one question and the next for the same contact.
3
Choose who receives it
In Who receives it, check Paid a charge, Won a deal, or both.
4
Adjust the question and the time window
Edit the Question (or use Use the default question), set Send from and to, and the Limit per inbox/hour.
5
Save
Click Save.
What happens next
The question is only sent 14 days after the first purchase or the first won deal. People in Do not disturb › WhatsApp do not receive it. On the Official inbox, outside the 24-hour window, the request stays “not sent” and tries again in 7 days.Common errors
- From 1 to 24 months.
- Check at least one. (who receives it)
- Up to 300 characters. (question)
- The start comes before the end. (time window)
- From 1 to 500. (hourly limit)
- Couldn’t save. Nothing was changed.