> ## Documentation Index
> Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Auto-NPS console: a dedicated Settings → NPS page for the loyalty track

> Configure close-triggered NPS dispatch from its own console — enable/disable, dispatch delay, smart trigger and cooldown, template pick — independent of auto-CSAT, with results landing in the NPS side of the surveys rollup.

# 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.

## 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.

## 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.

## 3. Configure the page

| Setting                          | What it decides                                                                                                                                                                                                                                                               | Default |
| -------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------- |
| **Enable auto-NPS**              | Master toggle. Off pauses auto-NPS without losing the template or delay configuration.                                                                                                                                                                                        | On      |
| **Survey template**              | Which survey fires on close. The picker lists your `nps`, `csat`, and `ces` templates; NPS is the intended type here, but the broader list covers tenants who label their loyalty survey differently. Until you pick one, conversations close normally and no survey is sent. | None    |
| **Dispatch delay after resolve** | Minutes to wait between close and send. Range 1–1440 (1 minute → 24 hours). 5–30 minutes is typical for transactional support; longer delays reduce reply rates.                                                                                                              | 5 min   |
| **Smart NPS triggering**         | When on, the dispatcher skips conversations the sentiment analysis marked `negative` and contacts inside the cooldown window. Off fires on every close regardless of sentiment or recent history.                                                                             | On      |
| **Per-contact cooldown**         | Minimum days between surveys for the same contact, counted across every template — CSAT included. Range 7–90 days.                                                                                                                                                            | 14 days |

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.

## 4. API side

The console reads and writes the `auto_nps` block on the same organization settings endpoints the dashboard uses:

```bash theme={null}
curl "https://api.orbit.devotel.io/api/v1/settings/general" \
  -H "X-API-Key: $ORBIT_API_KEY"
```

**Response (NPS-relevant excerpt):**

```json theme={null}
{
  "settings": {
    "auto_nps": {
      "enabled": true,
      "template_id": "sv_9f2c…",
      "delay_minutes": 30,
      "smart_trigger": true,
      "cooldown_days": 14
    }
  }
}
```

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.

## 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.

## 6. Related guides

* [Auto-CSAT/NPS dispatch](/guides/auto-csat-nps) — 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](/guides/settings-liveops-csat-nps) — the operator-facing map of both Settings pages, including per-conversation and per-queue overrides.
* [Surveys end to end](/guides/surveys-voc) — manual, audience-targeted distribution; use it for a one-off NPS pulse to a segment instead of the close-triggered loop.