Integrate Customer.guru with Omnisend

Customer.guru is a customer feedback platform that collects Net Promoter Score (NPS) ratings and comments through survey emails. Connect it to Omnisend to trigger email and SMS workflows each time a customer leaves a new rating.

Benefits

Trigger automated follow-ups as soon as a customer submits a new rating.
Use the NPS score and category to send different messages to promoters, passives, and detractors.
Pass the customer's written feedback and location data into Omnisend for personalization and segmentation.

Setup Process

Step 1. Go to App Market in Omnisend, find the Customer.guru app, and click the Connect Now button.

Step 2. Grant access to your Customer.guru account. Copy the API token and API secret from your Customer.guru account. They can be found here. Paste them into Omnisend and proceed to the next step.

Step 3. Enable Customer.guru - New Rating integration feature in Omnisend.

And that's it! Once the connection is saved, new ratings from Customer.guru will be passed to Omnisend as custom events every 15 minutes.

What Data Is Passed

Customer.guru sends the following custom event to Omnisend:

Custom Event Name	Description
Customer.guru - New rating	Triggered when a customer submits a new rating in Customer.guru.

Event Fields:

Field	Type	Description
`rating_id`	String	Unique ID of the rating.
`score`	Number	NPS score the customer gave.
`nps_category`	String	NPS category assigned based on the score.
`message`	String	Written feedback left by the customer.
`city`	String	Customer's city.
`state`	String	Customer's state or region.
`country`	String	Customer's country code.
`email_sent_at`	Date-time	When the survey email was sent.
`email_opened_at`	Date-time	When the survey email was opened.
`email_clicked_at`	Date-time	When the survey email was clicked.
`updated_at`	Date-time	When the rating was last updated.

Create Automation Workflows with Customer.guru Events

You can use the custom events sent to create Automation Workflows in Omnisend. Go to Automation → Create workflow → Create from scratch. In the trigger area, select your custom event.

Note: The custom event must be synced to Omnisend at least once before you can select it as an automation trigger.

Here are example workflows you can build:

Detractor follow-up: Start a workflow with Customer.guru - New rating and add a Conditional Split on nps_category equals detractor to send an apology email or a support offer.
Promoter review request: Branch on nps_category equals promoter to ask happy customers for a product review or referral.

FAQ

Do I need to create a separate workflow for each NPS category?

Not necessarily. You can use one workflow with Conditional Splits to branch based on nps_category or score, or create separate workflows.

Where do I find my API token and API secret?

In your Customer.guru account, open the survey's Advanced settings. The API token and API secret are listed there.

What happens if I disconnect Customer.guru?

Past events will remain in contact profiles, but new ratings won't trigger workflows.

What should I check if a rating doesn't appear in Omnisend?

Check that:

The API token and API secret were copied correctly from Customer.guru.
The Customer.guru - New rating integration feature is turned on in Omnisend.
The rating was submitted after the connection was set up.
If the issue persists, uninstall and reinstall the app.

Didn't find the answer to your question? Reach out to our Support team through the in-app chat or at [email protected] – our team is available 24/7.