SmileBack Setup

SmileBack is a customer satisfaction (CSAT) and Net Promoter Score (NPS) survey platform for MSPs. Once connected, Junto's AI agent can query satisfaction ratings, analyze NPS trends, identify unhappy customers, and cross-reference feedback with service tickets.

Prerequisites

• A SmileBack account with API access
• OAuth application credentials (Client ID and Client Secret)
• A local SmileBack user (non-SSO) with API access -- SSO-authenticated accounts cannot be used for the API connection

Step 1: Create a Local API User

The SmileBack API connection requires a local (non-SSO) user account.

1. Log in to SmileBack at app.smileback.io.
2. Create a new user account with a standard email and password (not SSO).
3. The user does not need admin rights -- API access permissions are sufficient.
4. Note the email address and password for this account.

Step 2: Obtain OAuth Credentials

1. In SmileBack, locate your OAuth application credentials.
2. Copy the Client ID and Client Secret.

Step 3: Configure in Junto

1. In Junto, go to Settings > Integrations > SmileBack.
2. Click Add Configuration and fill in:
   • Client ID -- Your SmileBack OAuth application client ID.
   • Client Secret -- Your SmileBack OAuth application client secret.
   • Username -- The email address of your local (non-SSO) SmileBack user.
   • Password -- The password for that user.
3. Click Create. Junto validates the connection by querying your SmileBack account.

All credentials are encrypted before storage.

Step 4: Map Companies

SmileBack tracks satisfaction data by company. Map your SmileBack companies to Junto companies so the agent can scope queries per client.

1. After connecting, click Manage Mappings to open the company mapping dialog.
2. Link each Junto company to its corresponding SmileBack company.
3. Use Auto-Map to match companies by name automatically. Review any fuzzy suggestions before confirming.
4. Save mappings.

Company mapping is optional but recommended. Without mappings, the agent queries satisfaction data across all companies.

What the AI Agent Can Do

All SmileBack tools are read-only. The agent can investigate and report on satisfaction data but cannot modify surveys or responses.

CSAT Reviews

Tool	Description	Risk Level
List Reviews	List CSAT reviews with filtering by company, date, and rated/unrated status	Low
Get Review	View full details of a specific CSAT review including ticket, contact, and company info	Low

CSAT uses a 3-value rating system: positive, neutral, or negative.

NPS Responses

Tool	Description	Risk Level
List NPS Responses	List NPS responses with filtering by company, date, and score range	Low
Get NPS Response	View a specific NPS response with contact details and campaign info	Low
List NPS Campaigns	View available NPS survey campaigns	Low

NPS uses a 0--10 scale. Responses are categorized as Promoters (9--10), Passives (7--8), or Detractors (0--6). The NPS score is calculated as % Promoters minus % Detractors.

Company & Agent Lookup

Tool	Description	Risk Level
List Companies	List all companies with CSAT data	Low
List Agents	List technician identifiers appearing in CSAT reviews	Low

Troubleshooting

• Connection fails -- Verify all four credentials are correct. Ensure the username and password belong to a local (non-SSO) account.
• SSO user rejected -- SmileBack's API requires a local user account. Create a dedicated non-SSO user for the integration.
• No reviews returned -- Check that company mappings are configured. Without mappings, the agent returns data across all companies, which may be filtered by default to exclude unrated surveys.
• NPS responses empty -- Confirm that NPS campaigns are active in your SmileBack account and that the mapped company name matches exactly.