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SMSAvocado
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One question. Right after the call.

When a ticket is closed, a call ends or a parcel is delivered, SMSAvocado sends one question by text: how would you rate the help from 1 to 10? The answer lands in a dashboard – and when a customer had a poor experience, we ask what you could have done better.

For customer service, support teams and web shops. We set it up with you.

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Southline Broadband Hannah Example – fictional

  1. Call ended · the helpdesk calls the trigger URL

  2. Hi Hannah, thanks for contacting Southline Broadband. How would you rate the help you got, from 1 to 10? Just reply with a number.

  3. 6. Took a while to get through

  4. Score 6 read · below your threshold of 8

  5. Thank you. What could we have done better? Your answer goes straight to our team.

  6. The waiting time. The guy I spoke to was great though.

  7. Thank you for your feedback. Have a great day.

Score 6 · comment saved

Example – fictional. Company and name are made up. The texts are the default wording, which you can edit.

How a survey runs.

You decide when to ask. The agent handles the rest and sends every survey through the same queue, sending windows and SMS budget as the rest of SMSAvocado.

  1. Your system gives the signal

    A secret trigger URL called by your helpdesk, phone system, Zapier or your own systems. Or our API with team tokens. Or a CSV file.

  2. One question by text

    How would you rate your experience from 1 to 10? With your name as the sender and the wording you approved.

  3. The reply is read by fixed rules

    “8”, “8/10” and “eight” all count as 8. If the reply is unclear, the agent asks once more – it never guesses a score.

  4. Follow-up and result

    Low scores get a question about what you could do better. Then a thank-you or a review link – whichever you chose.

You choose what the answers are for.

At setup you pick one of three modes. You can switch whenever you like.

If the link leads to a public review, check the rules first. Platforms such as Trustpilot don’t allow inviting only satisfied customers, and selected reviews can mislead consumers. That’s why we recommend sending the link to everyone who answers – and using the low scores to put things right.

  • Internal feedback only

    The score and comment stay with you. No links. Low scores get a follow-up question.

  • Review link to everyone

    Everyone who answers gets your review link. Low scores are also asked what you could do better.

  • Review link from a threshold

    The link only goes to scores at or above the threshold you set. Scores below it get the follow-up question.

Results, in one place.

Every survey shows up in the dashboard with its score, comment and the whole conversation. And when a survey is done, we send it to your own systems with a signed webhook.

In the dashboard

Response rate
How many of the people asked actually answered
Average
The average score for the period
Distribution
How many gave 1, 2, 3 … 10
Comments
The answers to “what could we do better?”
Export
Every answer as CSV, for your own reports
Webhook
One signed JSON POST per finished survey

You decide.

The question, the follow-up and the closing text are fixed wording that you approve and can edit. The agent doesn’t rewrite them along the way.

The survey’s limits

Wording
Question, reminder, follow-up, thank-you and review link
Threshold
Which score counts as low – e.g. below 8
Reminder
One reminder after the number of hours you choose – or none
Expiry
How long a survey stays open, e.g. 7 days
Cooldown
The same number isn’t asked again within e.g. 30 days
Times
Which days and hours texts may go out, in your time zone
SMS budget
A cap on texts per survey, counted exactly
Countries
Only numbers from the countries you have switched on
Opt-out
STOP works immediately

Where your data lives.

Your leads are real people, and their details deserve to be treated that way. Here’s how it fits together – including the part that isn’t in the EU.

The AI language model that reads replies the fixed rules can’t runs with a provider outside the EU. It’s stated openly in the data processing agreement, so you can assess it with your DPO.

Servers in Germany
The platform and your data are hosted on servers in Germany.
SMS via GatewayAPI
Messages are sent through GatewayAPI, a Danish SMS gateway.
Data processing agreement
You get a data processing agreement that lists the AI language model as a sub-processor.
Your data
The list and the conversations are yours. We delete them as agreed with you.
Fixed wording
The messages are your own texts. The AI language model is only used to read a reply the fixed rules can’t – and only sees that one reply.

For nerds.

The trigger URL takes JSON or a plain form post. Only the phone number is required.

Trigger URL
One secret URL per agent. You can rotate it if it ever leaks.
API
POST /api/v1/satisfaction/surveys with a Bearer token from your team. Fetch a survey or the results with a read token.
Duplicates
The same case number (external_reference, ticket_id, case_id …) returns the first survey with 200 instead of sending a new text.
Send later
send_at schedules the question up to 30 days ahead, e.g. the morning after a delivery.
Webhook
The satisfaction.completed event with score, comment, whether the link was sent, and whether the score came from the fixed rules or the language model. Signed with HMAC-SHA256.
POST · your trigger URL https://smsavocado.com/hooks/satisfaction/{token} 
{
  "phone": "+4520123456",
  "first_name": "Hannah",
  "ticket_id": "SUP-48213",
  "context": "Phone support · router"
}

Response · 202 Accepted

{
  "data": {
    "id": 381,
    "status": "pending",
    "source": "webhook",
    "external_reference": "SUP-48213",
    "phone": "+4520123456",
    "score": null,
    …
  },
  "duplicate": false,
  "duplicate_reason": null
}

Example – fictional. A new call returns 202; a call that matches an earlier survey returns 200 with "duplicate": true.

Price on request.

The price depends on how many surveys you send and how they need to be set up. Email us and we’ll find a price that fits your volume.

Customer satisfaction Price on request

  • We set up the trigger URL, wording and webhook
  • A statement line for every charge

Questions we often get.

How does SMSAvocado know a ticket is closed?

Your system tells us by calling the agent’s secret trigger URL – most helpdesk and phone systems can, or you can use Zapier. Alternatively your developers can use our API with a team token, or you can upload a CSV file.

Does an AI write the messages?

No. The question, the follow-up and the closing text are fixed wording that you approve. Replies are read by fixed rules, and only when those can’t read one may an AI language model point at the number the customer wrote.

What if the customer replies with something unclear?

The agent asks once more for a single number from 1 to 10. If the reply still can’t be read, the survey closes without a score.

Can we send the review link only to happy customers?

It can be set up, but we don’t recommend it for public reviews. Platforms such as Trustpilot don’t allow inviting only satisfied customers, and it can be misleading. Send the link to everyone who answers instead.

Can the same customer be asked again and again?

No. If a number has had a survey within your cooldown, e.g. 30 days, no new one is sent. And the same case number never produces two surveys.

What does it cost?

The price is on request and depends on your volume and setup. Email us and we’ll work it out together.

Want to know how customers experienced you?

Email us. We’ll talk about when to ask and which system should give the signal.

The demo on the front page shows the reactivation agent.

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