If you've set up your SmileBack integration but your CSAT data isn't appearing in Lifecycle Insights, follow the steps below to troubleshoot the issue.
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Who can use this feature? • Administrator users. |
What you'll need:
An active SmileBack subscription
An active SmileBack integration in Lifecycle Insights. For setup instructions, see SmileBack Integration.
Refresh your company list
Map your SmileBack companies to the corresponding Lifecycle Insights companies for data to appear. If your company list is empty or outdated, refreshing it can resolve the issue.
In Lifecycle Insights, navigate to Administration > Integrations.
Click the SmileBack tile.
Select the Company Match tab.
Click Refresh Companies.
Review the company list and confirm that your SmileBack companies are mapped to the correct Lifecycle Insights companies. If any companies aren't mapped, use the dropdown to match them manually, or click Map Companies to auto-map.
Click Save Automap to save your selections.
Run a manual sync
If your company mappings look correct but data still isn't appearing, run a manual sync from the Data Sync Manager to trigger a fresh data pull from SmileBack.
In Lifecycle Insights, navigate to Data Sync Manager.
Locate SmileBack in the list of integrations.
Run a manual sync.
Wait for the sync to complete, then check whether your SmileBack data is now appearing in your reports.
For more details, see Data Sync Manager.
Re-establish the integration
If the sync completed without errors but data still isn't appearing, disconnect and reconnect the SmileBack integration to re-establish the connection.
In Lifecycle Insights, navigate to Administration > Integrations.
Click the SmileBack tile.
Disconnect the SmileBack integration.
Reconnect by following the steps in SmileBack Integration.
Wait for the initial sync to complete and check whether your data is now appearing.
If your SmileBack data is still not syncing after completing the steps above, submit a support ticket and our Lifecycle Insights support team will take a closer look.
| Any questions? Reach out to our Lifecycle Insights support team by submitting a support ticket. |