This guide will walk you through installing Wootric, customizing surveys, setting up integrations, and testing before going live.

If you have any questions during the process, please contact us at support@inmoment.com or create a support ticket here.

Visit Wootric’s Login Homepage and log in using your existing credentials. If you are having trouble getting logged in, first try resetting your password by selecting “Password help” or reaching out to support@inmoment.com to ensure your account is configured. If SSO is included in your package, you may need to confirm with your CSM that your SSO has been fully set up.

Logging in will land you on your project Snapshot, which includes an overview with charts & graphs of survey feedback over time. Since you likely do not have any live surveys yet, this Snapshot will be sparse. Let’s get your surveys configured, installed, and integrated with other platforms! Head to the “Settings” gear in the upper right-hand corner of the page.

Get started by configuring your account settings, since you’ll want to add key stakeholders to the account that will need to be involved in installation. At the bottom of the left-hand navigation, under “Account Settings” → “Manage Users” will allow you to add users with different permissions. New users will be sent a confirmation email to set up their credentials as they are added to the account. If you have multiple accounts such as an NPS, CES, and CSAT, settings are not connected, so you’ll have to set up internal users for each account separately by toggling to each account with the drop-down in the upper right-hand corner. Here is an additional help article on managing users.

Under Account Settings, you’ll also be able to rename your survey using ”Your Account Name”, access your master switch to disable & enable surveys, configure your time zone settings, and create a weekly email digest summarizing survey feedback. Here is our Weekly Digest Email FAQ.

If the account owner needs to make a major change like the examples below, you'll find the options in Account Settings under the heading Danger Zone.

Working from the top down on your left-hand navigation, select the “Getting Started Guide” for comprehensive instructions on how to install your survey, select the channel(s) you’d like your survey to appear in, and follow the drop-down instructions as you select the various channels. You can also find all technical documentation for installation via various channels here.

SMS is the only channel you need to talk to a CSM about enabling. Learn about pricing per country and see our SMS calculator (you may need access) for more specific costs.

Under the Web → Install Directly or with Google Tag Manager you’ll find your survey’s unique code snippet to be installed in your web application. This code has options to customize. We recommend you edit according to the suggested TODOs in the code, as well as include additional properties you plan to pass to Wootric for additional segmenting/filtering during initial installation.

Click here for additional Technical Documentation for installation via in-app web and some helpful support articles:

Once your survey is installed into your in-app web application, you can continue to make changes to the survey language and sampling rules without requiring developer intervention or changes to the code snippet that was installed.

You can also install your in-app web survey via Segment. Here is a video on how to integrate Wootric via Segment.

For in-app web installation, it’s important to pass Wootric custom properties about your customers, which will give you the power to segment your users into groups meaningful for your business and reports, as well as trigger surveys based on customer attributes/properties. For example, if you are an HR management tool, you may want to examine your NPS scores and feedback by employee type (i.e., manager, individual contributor). This may give you richer insight into your drivers of satisfaction, and whether these differ by user type. You’ll need to have properties passed to Wootric upon initial installation to trigger surveys based on customer attributes, called Advanced Targeted Sampling.

To pass Wootric custom properties, your developer must add them within the Wootric JS code snippet as additional key/value pairs. Make sure to double-check that your custom attribute keys always have a JSON­ valid value; this means quotes around strings and sending null as a value when there isn’t a value for that user. Wootric currently supports Integers, Strings, and Unix formatted dates as values. See some examples of properties added to the code snippet below to help identify product, account token, role, pricing plan, and last order date.

You can find instructions on how to use our properties on different channels here:

IMPORTANT: Get the list of the event names (i.e. checked_out) and property names (i.e. plan_name) and list of available values/key for each event/property exactly as they are written into the code snippet from your developer to later use to set up Advanced Targeted Sampling.

Here are a couple of blogs explaining why segmenting data with properties is essential to your CX strategy:

There are 2 different types of sampling you can set up for your survey. You can only have one sampling type per project, but if you have multiple projects (i.e. NPS, CES, and CSAT) your projects can have different sampling settings. :

Note for both sampling options: Registered Users are any users who you've passed a unique identifier for (like an email address or user id) as part of your Wootric/Segment code installation. Visitors are unknown users.

Depending on which option works best for your survey, follow the steps below for the different sampling types.

Select “Customize Sampling” in the left-hand navigation to pull up your sampling settings. While the recommended default will be set for you, you can adjust how often your users see surveys by adjusting the number of days in the fields. If you are surveying users who do not log into a customer portal, you’ll need to increase the number of “Visitor % Surveyed” since the default is focused on registered users. Once you hit save, you’re all set.

Targeted sampling is a feature available for mobile & in-app web only and allows you to trigger surveys based on user attributes. To set up a targeted sampling, you’ll need to make sure you have your survey(s) set up first, which we’ll cover in the “Customize Your Surveys” section. You’ll also need to confirm that your code installation includes at least one of the objects below (see the chapter on “Passing Properties to Wootric” to find out how to install these objects) since it’s what’s used to trigger surveys. To confirm which objects are being passed to Wootric, review with your dev team what’s been included in the code snippet or head to your Dashboard → Snapshot → View the list of properties/events/locations listed on the left-hand side of the dashboard under “Segments & Filters”:

Once you confirm your survey has been set up, and your code installation includes one of the referenced data points, visit the “Targeted Sampling” page in the left-hand navigation bar and follow the steps:

Note: The sampling rules are connected. That is, within one account, your users can be protected from over-sampling.

There are two options for sending email surveys:

Whether doing either option or both, you’ll need to start with “Customize Email Template” and then follow the steps to add branding, custom wording, and settings for your email sender and a reply email. Remember, you’ll need to first customize your survey to have the customized questions, follow-ups, and thank you appear after the recipient submits their response.

Most importantly, if you plan to send emails via Wootric API, the Wootric team will need to validate your custom email domain. If you have not worked with support or your CSM to do this, reach out to support@inmoment.com with your desired email domain, and support will walk you through the process.

Now you’re ready to “Upload and Send” which you’ll find directly below the “Customize Email Template” in your left-hand navigation. Simply follow the instructions to check if users in your campaign list are eligible and then upload your CSV file and send your emails.

IMPORTANT NOTE: Your CSV file will not be retained after sending and email sends cannot be undone. Wootric does not track deliverability or open rates. Caution: Data must exactly match existing labels for properties and values for data to appear consistent on your dashboard.

Once you’ve customized your email template and you’re ready to send via your preferred marketing platform, click on “Download Email Template” where we have pre-existing templates for the marketing platforms with logos that appear. If you do not see your preferred marketing template, reach out to support@wootric.com to see if support is available.

Continuing down your left-hand navigation to “Customize Your Survey” to customize your survey question, follow-up, and thank you screen for your business and target audience.

To customize your survey in multiple languages, visit this multi-language survey help article.

Now that you’ve customized your Survey, it’s time to define when and where a survey will appear, and set rules for specific user groups you define to receive surveys.

To automatically trigger Wootric surveys from workflows in external platforms (such as in an Intercom chat box or at case closure in Salesforce) set up incoming webhooks or native integrations in the “Trigger Surveys” tab).

To trigger surveys from Zendesk, set up the “Trigger Surveys” → Zendesk Setup in your Wootric account settings and follow instructions here for setting up targets/triggers in Zendesk.

To trigger surveys within the Intercom chat, follow the steps in this step by step guide.

To trigger Wootric surveys using Flows on all Salesforce standard objects as well as custom objects, follow the steps in this SFDC Triggers step by step guide. Workflow-triggered surveys are used usually, for example, to trigger surveys on:

To trigger customized Wootric surveys from ServiceNow using incoming webhooks and custom properties follow the steps in this ServiceNow Step by Step guide.

Sync Wootric Data to other apps & platforms used internally by your team. To set up your sync, visit the “Send Wootric Data” tab in the left-hand navigation to see a view of possible integrations. If you see that some of the options are locked, you may need to check with support@inmoment.com or your CSM to make sure that the integration is included in your package.

Syncing data to the following platforms is simple and only requires you to follow the “Set up” instructions from this page:

Integrating Wootric with Salesforce will push Wootric survey data to appear within each of your corresponding accounts and contacts within your Salesforce organization. To install, follow the detailed steps in our Managed Package Installation Guide.

Here is a supporting video walking you through this process and an FAQ in our Help Center.

You can easily test your survey before going live. For instructions on how to test via various channels, follow the instructions below:

For web-app only: Once you finish testing your survey, remember to take it out of test mode by removing “survey_immediately = true” This line should be commented out or removed. That should prevent the survey from appearing every time your users visit the website.

Questions? Contact support@inmoment.com or create a support ticket here.