Agent setup guide
NPS & Feedback Analyzer
Turns every survey response into themes, churn alerts and promoter thank-yous.
What it does
Turns every survey response into themes, churn alerts and promoter thank-yous.
- Receives each NPS, CSAT or feedback response from your survey tool through a webhook.
- AI classifies it as promoter, passive or detractor, tags 1–3 themes and a product area from your list, rates churn risk, and pulls the key quote word for word.
- Logs every response as a row in your Google Sheet, so you can chart themes and scores over time.
- Detractors and high churn risks are posted to your customer success channel in Slack with a suggested save play and a draft follow-up.
- Promoters get a thank-you with your review or referral link, emailed only after a teammate approves it in Reviews.
What it needs
- A paid plan (agents run live on paid plans).
- An AI provider key (Settings → AI Providers).
- Google Sheets and Slack, connected in Settings → Integrations.
- A survey tool or app that can send each new response to a webhook URL (Typeform, Tally, Jotform, your app…).
What it doesn't do
- It doesn't pull responses from your survey tool or import past ones; each response arrives through the webhook.
- It analyzes one response at a time; trends and weekly theme reports come from the Google Sheet log (pivot or chart it).
- It never emails detractors, and never emails promoters without a person approving first.
- It doesn't update your CRM or helpdesk.
Availability and plans
Available
Its workflow is built and tested, and every app it needs is live. You can get it and set it up now.
Included free on the Enterprise plan; on other paid plans it's a one-time purchase per workspace (the price is on the Agents page). The Agents page in the app always shows its current status.
Before you start
- A paid plan: agents run live, and the Free plan only runs Dry Runs.
- An AI provider key (OpenAI, Anthropic, Google and more) in Settings → AI Providers. AI usage is billed by your provider.
- These apps, connected in Settings → Integrations: Google Sheets and Slack.
- A form, app or system that can send each new item to a webhook URL (the agent starts from a webhook).
- About 15 minutes.
Set it up step by step
Get the agent first (buy it, or it's already yours when your plan includes it), then in Agents → My agents press “Set up this agent”. That creates the agent's workflow in your workspace (it counts towards your plan's workflow limit) and opens the canvas with a setup checklist above it. Each item links to the exact place to go and ticks itself off when it's done.
1. Connect your AI provider
The AI steps run on your own key (OpenAI, Anthropic, Google and more). Add one in Settings → AI Providers.
2. Connect Google Sheets
Connect the Google account that can edit your feedback log (Settings → Integrations → Google Sheets).
3. Connect Slack
Connect the Slack workspace your customer success team uses (Settings → Integrations → Slack).
4. Describe your product and review link
Open “Analyze the response” and replace the placeholder with your product, its areas, your team name and your review or referral link.
| Setting | What to enter | In step |
|---|---|---|
| Your product, areas and review link | Replace the placeholder with what you sell, your product areas (e.g. Onboarding, Billing, Reporting, Integrations, Support), your team name and the review or referral link promoters should get. It starts as “[DESCRIBE YOUR PRODUCT, ITS AREAS AND YOUR REVIEW OR REFERRAL LINK HERE]” until you replace it. | “Analyze the response” |
5. Pick the feedback log sheet
Open “Log it to Google Sheets”, pick your Google account, paste the spreadsheet link and choose the tab. Add the header row described in the help text first.
| Setting | What to enter | In step |
|---|---|---|
| Google account | The Google account that can edit the feedback log sheet. Pick your connected Google Sheets account. | “Log it to Google Sheets” |
| Feedback log spreadsheet | Paste the link of the spreadsheet responses are logged to. Put these headers in row 1: Date, Name, Email, Account, Score, Segment, Sentiment, Product area, Themes, Churn risk, Quote, Summary. | “Log it to Google Sheets” |
| Tab for the log | The tab rows are added to, e.g. “Responses”. | “Log it to Google Sheets” |
6. Pick the Slack account and channel
Open “Alert customer success in Slack” and pick your account and channel. Invite the app to private channels first (/invite @Fluxo Flow).
| Setting | What to enter | In step |
|---|---|---|
| Slack account | The Slack workspace detractor alerts are posted to. Pick your connected Slack account. | “Alert customer success in Slack” |
| Customer success channel | Pick the channel your CS team watches, e.g. #customer-success. | “Alert customer success in Slack” |
7. Add your reply-to address
Open “Email the thank-you” and enter the address promoters' replies should go to.
| Setting | What to enter | In step |
|---|---|---|
| Your reply-to address | Promoters' answers to the thank-you come back to this address. | “Email the thank-you” |
8. Test it with Dry Run
Press Dry Run: the agent runs on sample data with no messages sent and nothing written to your apps.
9. Switch the trigger on
Open the trigger, switch the webhook on and paste its URL into your survey tool's webhook settings.
How it works
The agent is a normal workflow with 8 steps (1 AI step, with a person approving in Reviews). You can open, edit and monitor it like any other workflow.
- New survey response — Starts when your form or app sends data to the agent's webhook URL. Your survey tool (Typeform, Tally, Google Forms via Apps Script, your app) posts each NPS, CSAT or feedback response to the workflow's webhook URL.
- Analyze the response — AI step (runs on your AI provider key). AI classifies promoter / passive / detractor, tags themes and the product area, rates churn risk, pulls the key quote and drafts the follow-up.
- Log it to Google Sheets — Google Sheets: Add a row. Adds a row per response (date, person, score, segment, themes, product area, churn risk, quote) so you can chart themes and trends over time.
- Detractor, promoter or passive? — Decision: picks the branch to follow. Detractors and high churn risks go to your customer success channel in Slack; promoters with an email get a thank-you for approval; the rest are only logged.
- Alert customer success in Slack — Slack: Post a message. Branch: Detractor. Posts the score, quote, churn risk, suggested save play and a draft follow-up to your CS channel so someone reaches out today.
- Approve the thank-you — A person approves or rejects it in Reviews (the run waits). Branch: Promoter. A teammate reads the promoter's thank-you (with your review or referral link) in Reviews, edits it if needed and approves it.
- Email the thank-you — Sends an email from your workspace's sender. Branch: Approved. Sends the approved thank-you to the promoter from your workspace's sender, with replies going to your inbox.
- Logged only — Kept in the run history. Branch: Passive. Passives and unclear responses are kept in the sheet and the run history.
Test it with Dry Run
Press Dry Run in the canvas. The agent runs on the sample data stored on its trigger (the “Sample data for Dry Run” box), so you can check every step's output before anything is live. Edit the sample to match the fields your own form or app sends.
Sample data fields
respondent_name, respondent_email, account, survey, score, comment, submitted_at.
- Nothing is sent or written: app actions, emails and Slack posts are simulated, and AI steps don't call your AI provider.
- Approval steps use the Dry Run decision you pick in the step's settings (approved, rejected or timeout), so you can try each branch.
Go live
- Open the trigger, switch the webhook on and paste its URL into your survey tool's webhook settings.
- The webhook is protected by a secret: send it in the header shown in the Activation panel (requests without it are refused with 403). Each request starts one run.
- The setup checklist adds a “paid plan” item before activation: live runs need a paid plan (the Free plan only runs Dry Runs).
- When every checklist item is done and the trigger is on, the checklist says “Live — this agent is running”. Follow its runs in the workflow's History tab and in Analytics → Agents.
Questions
Which survey tools work?
Any that can call a webhook on each new response: Typeform, Tally, SurveyMonkey (paid plans), Jotform, your own app, or Google Forms with a short Apps Script.
Does it email detractors?
No. Detractors get a person: the alert goes to Slack with a draft follow-up your team can send. Only promoters get an email, and only after approval.
Troubleshooting
- “No AI provider connected” or a rejected key: connect or fix the key in Settings → AI Providers, then press Test there.
- A checklist item stays unticked: the setting is still empty or still contains its placeholder text. Open the step from the checklist and fill it in.
- An app step fails with “Needs reconnect”: the account's access was revoked or expired. Reconnect it in Settings → Integrations.
- Slack says the app isn't in the channel: in Slack, type /invite @Fluxo Flow in that channel (always needed for private channels).
- Nothing happens when your form sends data: check the webhook is switched on and the request carries the secret header (403 means it's missing or wrong).
- A run shows as paused: it's waiting for someone in Reviews to approve or reject it.
- A step failed: open the run in History and check that step in the Trace tab for the error and what it received.
Generated from the agent's own workflow, so it always matches what the agent does. Last updated .