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Setting up a Kayako Thermometer

If you are using Kayako “Classic”, click here.

Create your Kayako Embedded Thermometer

Create a new Embedded Thermometer.

Choose “Kayako” from the i) Embedded Thermometer type drop down box.

Generate your embed code

Click the Generate embed code button. You will see a window popup.

The merge fields you see set as standard are for Kayako Classic. For Kayako, you will need to overtype them with the fields shown below – and add more if you wish:

Email: {{user.email}}

First name: {{user.name}}

Custom 1: {{case.id}}

Custom 2: {{case.assignee.name}}

Click “Generate HTML”.

Copy the HTML generated in the box on the right hand side.

Add your Thermometer icons to Kayako

Log into your Kayako account.

Visit your Admin’ panel and scroll down to Manage’ > Brands’.

Click on the brand name you wish to customize:

Select the Email templates tab:

Option 1: Trigger a survey after 24 hours.

Scroll down the Email templates page.

Overwrite the current Satisfaction survey code, by selecting it all and then pasting in the Customer Thermometer embed code from above:

Click Save to finish.

Note you can further customize the triggering of this email survey in Admin > Automation > Monitors:

Option 2: Prompt for feedback with every reply.

As an alternative, you are able to prompt for feedback within the footer of every reply.

Insert the Thermometer embed code, copied from above into the correct part of the Reply box:

Ensure it’s added at the correct point. Do not overwrite the default code, or replies will not appear!

Customize the HTML code to style as required. Click save to finish.

That’s it, you’re ready to go. Your Kayako integration is complete. Responses and feedback will be registered, alongside your customer data from Kayako in your Customer Thermometer reporting.


Updated on June 15, 2018

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