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Auto-NPS console (Settings → NPS)

Auto-NPS is its own console at Settings → NPS, not a sub-tab of Settings → CSAT. This guide covers that page: why the NPS track is configured separately, what each control decides, and where the answers land once they come in.

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1. Why NPS gets its own console

CSAT and NPS measure different things on different scales — CSAT scores 1–5 satisfaction, NPS scores 0–10 loyalty — so the platform treats them as two independent tracks:
  • Own enable flag — you can pause NPS without touching CSAT, or run both.
  • Own template slot — a close can arm an NPS survey and a CSAT survey in parallel; a single shared slot could only fire one.
  • Own dispatch trigger — the NPS dispatcher polls closes stamped for NPS and sends after the NPS-specific delay, not the CSAT one.
  • Own detractor bands and reporting — NPS answers classify against the 0–6 detractor band and roll up under the NPS columns of the scorecards, never under CSAT.
Running both tracks at once is supported, and one throttling rule spans the two: the per-contact cooldown counts a survey answered on either track, so a contact who got yesterday’s NPS is protected from today’s CSAT.

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2. Where it lives

Open Settings → NPS in the dashboard (owner or admin role). Everything on the page persists to one organization settings block (auto_nps), consumed by the close path when a conversation closes and by the one-per-minute dispatch sweep.

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3. Configure the page

Click Save changes; the button stays disabled until you modify a value. Recipients are implicit: the survey goes to the contact on the closed conversation, on a channel the template allows (the conversation’s last-used channel when available). A close with no reachable channel is skipped deliberately.

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4. API side

The console reads and writes the auto_nps block on the same organization settings endpoints the dashboard uses:
Response (NPS-relevant excerpt):
Update it the same way you would from the console — PUT /settings/general with the updated auto_nps object. The write boundary clamps delay_minutes to 1–1440 and cooldown_days to 7–90, matching the console sliders. The block parallels auto_csat (plus the CSAT-only detractor-rescue detail) so both tracks survive one settings payload.

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5. Where the results land

Answered NPS surveys roll up with CSAT answers in the same surveys analytics, but under separate measures, so the two tracks never pollute each other’s averages:
  • Insights → Surveys — answered surveys attach to the survey, the contact, and the conversation that triggered them. Filter by the NPS template to trend loyalty separately from satisfaction.
  • Scorecards (GET /api/v1/surveys/scorecards) — pass survey_type=nps to restrict the rollup to the NPS track; each row reports an nps (promoters minus detractors) and nps_responses next to the CSAT-only average.
  • Auto-CSAT/NPS dispatch — the close-triggered dispatch mechanics (arming sequence, sweep cadence, channel-pick order, quiet-hours hold) for both tracks. Until this page existed, that guide was the only mention of auto-NPS; it treats NPS as a side bullet of the CSAT track, which this page disambiguates.
  • CSAT and NPS settings consoles — the operator-facing map of both Settings pages, including per-conversation and per-queue overrides.
  • Surveys end to end — manual, audience-targeted distribution; use it for a one-off NPS pulse to a segment instead of the close-triggered loop.