SimpleSAT CSAT: survey answers, alerts, and churn flags

SimpleSAT holds the answers your partners give after a ticket. Connect it to Current and every CSAT answer lands against the right company, raises an urgent follow-up when someone is unhappy, and counts in company health, the Relationship Health tile, the AI company read, SBR packs, dashboards and technician scorecards. It does the same job CrewHu does, on the same Positive, Neutral and Negative readings.

Current only reads from SimpleSAT. It never sends a survey, never changes an answer, and never writes anything back. Only CSAT questions are read; NPS and CES answers are left in SimpleSAT.

A workspace runs either CrewHu or SimpleSAT, not both. While CrewHu is connected the SimpleSAT card says so and offers no key box, and the reverse. To move from one to the other, open the connected card, type DISCONNECT under Disconnect and press it. Every survey already in Current stays; only new answers stop arriving. Your PSA's own built-in surveys can run beside either tool.

1. 1
   Create an API key in SimpleSAT

   In SimpleSAT, go to Settings → API keys and create a key with the read responses and read surveys scopes. Current needs nothing else.
2. 2
   Open the SimpleSAT card in Current

   Workspace → Integrations, find the SimpleSAT card and press Manage. Connecting is a Tenant Admin action.
3. 3
   Paste the key and press Connect

   Current checks the key against SimpleSAT before storing anything, so a mistyped key fails at once. The key is kept server-side and never shown again.
4. 4
   Read What we found

   Straight after connecting, the drawer shows a short check: whether the key can read surveys and answers, which of your surveys are CSAT, the names of the fields SimpleSAT sent with the first answer, and how many recent answers matched a company. If an answer is the wrong shape or nothing matches, this is where you see it, before any number is wrong. Press Check again any time.
5. 5
   Let the history import run

   The first sync reaches back 365 days and takes from a few minutes to about an hour, depending on how many answers you have. After that new and changed answers arrive every 15 minutes.

SimpleSAT labels every answer with a sentiment, and Current uses it as is: positive is Positive, neutral is Neutral, negative is Negative. An answer with no sentiment is skipped rather than guessed.

Each answer is matched to a company by the first of five checks that finds exactly one: the ticket number, the customer's id from your PSA, the contact's email, the company name, and the company's web domain. An answer that matches nothing is skipped and counted on the card, never filed against a guess. Fix the company in Current or SimpleSAT, then press Re-run full sync to pull the skipped answers in.

SimpleSAT also names the team member who worked the ticket. When that email belongs to someone in your workspace who is linked to a PSA technician, the answer counts on their CSAT, so the technician leaderboard and scorecards credit the right person.

Alerts and churn flags use the settings on the card, the same ones CrewHu uses: which readings raise a follow-up, when the to-do is due, and the three churn numbers. When SimpleSAT and your PSA's own survey both scored the same ticket, the ticket counts once and SimpleSAT's answer is the one that counts. See "Use your PSA's built-in surveys for CSAT".