e-satisfaction

Data sources (in)

Data sources are the inbound channels that bring customer feedback into e-satisfaction. Some are on from the moment you start; others you add as your feedback strategy grows. Each source you connect feeds responses into the platform, where they become part of your reporting and analysis. Admin only

How sources work

Your active sources appear in a list, each showing its status (for example, Active) and an action to Open or Configure it. To bring on a new channel, use New Source to browse the catalog.

Surveys are always on

e-satisfaction Surveys is your default data source and is active from the very start. It can't be deactivated, because it's the foundation of how you collect feedback.

Add a source

Open the catalog

Select New Source to browse the catalog of available sources, grouped by category.

Filter to what you need

Filter by All, Available (ready to connect now) or Coming soon (on the roadmap) to find the right source quickly.

Connect it

Choose a source and follow its setup. Once connected, it appears in your list of active sources with its status and a Configure action.

e-satisfaction Surveys

e-satisfaction Surveys is the default source and is always on — you can't deactivate it. Use it to integrate surveys into your website or send them to your customers through messages.

This source is configured over in the Survey Manager, not here. Its card in the sources list simply opens the Survey Manager so you can build and launch your surveys.

Email Collector

The Email Collector is available to add. It lets you forward customer support email threads into e-satisfaction so the platform can analyse sentiment and surface recurring topics automatically — turning the conversations already happening in your inbox into structured feedback.

When you connect it, you'll work with a few settings:

  • Forwarding address — a unique address provisioned automatically while the source is active. Forward (or auto-forward) support threads to it, and they're ingested. Copy it from the source's configuration.
  • Expected sender (optional) — restrict ingestion to a specific address, so only emails from that sender are collected. Leave it blank to accept email from any sender.
  • Active toggle — turning this off stops ingestion and removes the inbound route, but keeps your settings so you can switch it back on later.

You set the Email Collector up in more depth in its own product. See Email Collector for the full walkthrough.

Lock it down with an expected sender

If your support tool always forwards from one address, set that as the expected sender. It keeps stray or spoofed mail out of your feedback, so only the threads you intend get analysed.

Coming soon

More sources are on the roadmap. You'll see them in the catalog under the Coming soon filter, ready to connect when they launch:

  • External surveys Coming soon — bring in responses from surveys you run elsewhere.
  • Review platforms Coming soon — Google Reviews, Trustpilot and Tripadvisor.
  • Social listening Coming soon — capture what customers say about you on social channels.
  • Support desks Coming soon — Zendesk, Intercom and Freshdesk.
  • Product analytics Coming soon — Google Analytics, Mixpanel and Amplitude.

Integrations

The overview of inbound sources and outbound pipelines.

Data pipelines (out)

Send your collected data out to your own warehouse and downstream tools.

Survey Manager

Build and launch the surveys that are your default source.

Email Collector

Forward support email threads in for automatic sentiment and topic analysis.
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