With market-leading integration into Freshchat, Opinyin is a solution that lets you add a web-based multi-question NPS, CES or CSAT survey questions at chat resolution, and whose patented AI reads all your customer feedback for you, so you don't have to! You can add a Call To Action Button (shortened URL for channels that don't support buttons) presented at chat resolution, which then takes the customer to a branded survey where you can ask NPS, CES & CSAT questions and more about their chat experience. • Opinyin's AI reads all your free text feedback and automatically highlights customer pain and pleasure points. Opinyin also provides unique Comparative Linguistic Analysis Scores™ based on how your customers say they feel, letting you quickly see past those sometimes unfair given scores. • The data is sent directly to a dashboard in Freshdesk, where you get a real-time snapshot of both given and linguistic analysis scores and trends over any period. A complete list of chat-linked responses, and a powerful topic explorer with AI-driven meaning filters, quickly get you to the reasons for your scores. • You can send an unlimited number of invites to fully branded, web-based Surveys with any number of linked industry-standard satisfaction measurement questions (NPS®, CES, CSAT). • It's all in Freshchat; your customer's personally identifiable information never has to leave your Freshchat domain. Full access to a dedicated admin portal provides custom survey creation at an unmatched monthly or annual subscription price. INSTALL THE OPINYIN APP NOW AND TRY IT FREE FOR 21-DAYS NPS is a registered trademark of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

Please carefully review the instructions as you need to configure the App on both Freshdesk and Opinyin. Step 1 – Opinyin Account Creation: 1. Go to www.opinyin.com/register to register for your Opinyin Account. There is a free 21-day trial, and you will not be asked for card details until you choose to continue using Opinyin. 2. You will get an email asking you to verify your email address. Check your spam folder if it does not arrive. 3. Verify your email address and log in. 4. The Opinyin portal will guide you in creating your first Survey where you will be able to set up a single or multi-question Survey using industry-standard NPS®, CES, and CSAT templates. 5. On the Opinyin menu sidebar, click Settings > Integrations in the Opinyin menu sidebar and make a note of your API key. You will need it for the Freshdesk Configuration. Step 2 – Freshchat Configuration Pre-requisites: 1. Your Opinyin API key (Opinyin Account > Settings > Integrations > Freshdesk > API Key). 2. At least one Opinyin Survey muyst be created in the Opinyin Survey Admin Portal. 3. Your Freshchat subdomain name. This is the first part of your Freshdesk web address - the 'yourcompany' in yourcompany.freshdesk.com. 4. Your Freshchat API key (Freshchat > SSettings > Admim Settings > API Setings > Chat - API Authentication > Account API Key). Install the Opinyin Surveys App: 1. Click install, and the admin page is displayed. 2. Enter your Freshdesk domain, Freshdesk API key, and your Opinyin API key and click Continue. 3. Click the New Configuration button to add a survey configuration. 4. Select the target Freshchat Group. Survey invites will only be presented on chat resolution if the chat is assigned to this group. 5. Select a Survey. 6. Enter the message you want to give customers when you invite them to respond to the Survey. 7. Enter the text you want to use on the Call to Action button the customer clicks to open the Survey. 8. Choose if you wish to have agents excluded from presenting survey invites. 9. Tick the box if you wish chats resolved by the System or a Bot excluded from Survey Invites. 10. Tick the box to enable the survey if you wish it to start presting invites. 12. Repeat steps 3 - 10 if you wish to configure addtional surveys for other groups. 11. Click the Install button.