Track.co

Overview

With the Track.co connector, Birdie can import survey responses (NPS and CSAT) directly from Track.co, enabling seamless integration between the Birdie platform and your customer survey interactions.

Track.co offers two APIs that Birdie supports:

• CXM API — imports survey interactions (recommended for most use cases)

• NPS API — imports NPS campaign answers (legacy)

Requirements

To connect Track.co to Birdie, you need:

• An active Track.co account with access to the Apps area.

• Permission to install the API v2 app and create or access an API token.

• For the CXM API: your Organization ID and (optionally) survey public hashes.

• For the NPS API: (optionally) campaign codes.

For details on how to obtain the API token and Organization ID, check the Track.co API docs, under the "AUTHENTICATION TOKEN AND ORGANIZATION IDENTIFIER FOR INTEGRATION WITH THE TRACK CXM API" section.

Setup in Track.co

1

Access Apps

Once you're logged in, access your User menu and choose the option Apps.

User menu → Apps

2

Install API v2

In the Apps page, click on "Instalar API v2".

Install API v2

3

Create or Select a Token

Select an existing token or create a new one. Birdie will use this token value as the Access token when setting up your Track connector.

Select or create token

Integration

Through this integration, you can import both NPS and CSAT data. To ensure the integration works correctly, a survey must include exactly one question of either the NPS or CSAT type. Besides that, you can include any number of questions of other types.

When setting up a survey:

• For importing NPS, the survey must have one question with type nps or nps_relational.

• For importing CSAT, the survey must have one question with type csat.

You can also import CSAT/NPS responses as transactional responses, which are associated with a Ticket (e.g., from Zendesk) by specifying a Ticket ID metadata field name.

For each answer related to CSAT or NPS, Birdie extracts the main fields for that interaction — such as rating, author name, posted date, answers to all questions, and if present, the associated ticket — then imports the feedback into Birdie.

Share Connection Details with Birdie

To configure the integration, securely provide Birdie with the following information.

For CXM API (recommended):

{
  "connection_details": {
    "token": "your-track-api-token",
    "track_api": "cxm"
  },
  "data_source": {
    "organization_id": "your-organization-uuid",
    "surveys": ["survey-public-hash-1", "survey-public-hash-2"],
    "time_zone": "America/Sao_Paulo"
  },
  "metadata": {
    "transaction_id_field": "ticket_id",
    "transaction_platform": "Zendesk"
  }
}

For NPS API:

{
  "connection_details": {
    "token": "your-track-api-token",
    "track_api": "nps"
  },
  "data_source": {
    "campaigns": [123, 456]
  }
}

Section	Field	Required	Description
connection_details	token	Yes	Track.co API authentication token.
connection_details	track_api	No	Which Track API to use: cxm (default) or nps.
data_source	organization_id	CXM	The unique identifier of the organization to import data from.
data_source	surveys	No	List of survey public hashes to import. If empty, imports from all available surveys.
data_source	time_zone	No	Time zone for parsing dates. Defaults to UTC. Use IANA format, e.g. America/Sao_Paulo.
data_source	campaigns	No	List of NPS campaign codes. If empty, imports from all available campaigns.
metadata	transaction_id_field	No	Name of the metadata field in CXM that contains the external ticket ID.
metadata	transaction_platform	No	Name of the external ticketing platform (e.g. Zendesk) associated with the ticket ID.

Share credentials securely with the Birdie team. Never send credentials via email or unencrypted channels.

Example Feedback

Consider a survey with 3 questions:

• "How satisfied are you with Birdie?" (csat type)

• "What other features would you like to see?" (open type)

• "How would you rate Birdie's usefulness?" (ces2 type)

Example of imported feedback:

{
  "kind": "csat",
  "rating": "5",
  "title": "[CSAT] Birdie",
  "posted_at": "2024-07-01T10:30:00Z",
  "additional_fields": {
    "How satisfied are you with Birdie?": 5,
    "What other features would you like to see?": "Better reporting dashboards",
    "How would you rate Birdie's usefulness?": 4
  }
}

If the survey is configured as a follow-up to a ticket (tNPS or tCSAT), this information will be included in the ticket, reflecting the client's final thoughts on their experience.

Custom Fields

All additional data provided by Track's API that doesn't fit into the main schema can be imported by Birdie as "additional fields". Additional fields can be configured as custom fields in the Birdie App, enabling text search and filtering.

References

• Track.co

• Track.co API Documentation

• Securely Sharing Credentials