Survey Response Object

Field Guide

The following fields are returned when a Message Survey Response webhook is received.

Name Type Notes
message Message Message object
response Survey Response Data Survey Response Data object
_embedded.customer v2 Customer v2 Customer object

Resource links

Name Description
message:dashboard URL to access Survey Message dashboard page.

Example: https://secure.helpscout.net/messages/8de613e9-0154-426e-9fe7-fd0017947959
customer:profile Customer profile URL.

Example: https://secure.helpscout.net/customers/99999999

Examples

Survey response received from an identified customer

{
    "message": {
        "name": "Monthly NPS survey"
    },
    "response": {
        "value": "9",
        "category": "passive",
        "comment": "Amazing customer experience!",
        "timestamp": "2022-09-05T13:43:12Z"
    },
    "_embedded": {
        "customer": {
            "id": 500,
            "firstName": "Vernon",
            "lastName": "Bear",
            "gender": "Male",
            "jobTitle": "CEO and Co-Founder",
            "location": "Greater Dallas/FT Worth Area",
            "organization": "Acme, Inc",
            "photoType": "twitter",
            "photoUrl": "http://twitter.com/img/some-avatar.jpg",
            "age": "30-35",
            "createdAt": "2012-07-23T12:34:12Z",
            "updatedAt": "2012-07-24T20:18:33Z",
            "background": "I've worked with Vernon before and he's really great.",
            "draft": false,
            "_embedded": {
                "emails": [{
                    "id": 1,
                    "value": "bear@acme.com",
                    "type": "home"
                }],
                "phones": [{
                    "id": 2,
                    "value": "123-123-123",
                    "type": "home"
                }],
                "chats": [{
                    "id": 5,
                    "value": "54831172",
                    "type": "aim"
                }],
                "social_profiles": [{
                    "id": 4,
                    "value": "@me",
                    "type": "twitter"
                }],
                "websites": [{
                    "id": 3,
                    "value": "http://home.com"
                }],
                "properties": [{
                    "type": "text",
                    "slug": "car",
                    "name": "Car",
                    "value": "Tesla",
                    "text": "Tesla",
                    "source": {
                        "name": "api"
                    }
                }],
                "address": {
                    "city": "Prague",
                    "lines": []
                }
            },
            "_links": {
                "address": {
                    "href": "..."
                },
                "chats": {
                    "href": "..."
                },
                "emails": {
                    "href": "..."
                },
                "phones": {
                    "href": "..."
                },
                "social-profiles": {
                    "href": "..."
                },
                "websites": {
                    "href": "..."
                },
                "self": {
                    "href": "..."
                }
            }
        }
    },
    "_links": {
        "message:dashboard": {
            "href": "https://secure.helpscout.net/messages/8de613e9-0154-426e-9fe7-fd0017947959"
        },
        "customer:profile": {
            "href": "https://secure.helpscout.net/customers/99999999"
        }
    }
}

Survey response received from an unidentified customer

{
    "message": {
        "name": "Customer satisfaction survey"
    },
    "response": {
        "name": "Happy",
        "value": "😀",
        "comment": "Just awesome!",
        "timestamp": "2022-09-05T12:00:00Z"
    },
    "_embedded": { },
    "_links": {
        "message:dashboard": {
            "href": "https://secure.helpscout.net/messages/8de613e9-0154-426e-9fe7-fd0017947959"
        }
    }
}