Sprig

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Overview

The Sprig integration imports survey responses from the in-progress and completed Sprig surveys you select. Dovetail analyzes the open-text answers, and brings NPS, rating, and choice answers across as fields you can filter by. Each survey you select becomes a dataset. A workspace admin creates the Sprig source once for the whole workspace, and channels then add its surveys. Learn more about Sources →

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Before you start

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In Dovetail

• A workspace admin creates the source. Other users can request it.
• The credentials you connect with are shared by the whole workspace. See Shared credentials for how to choose an account.

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In Sprig

• Someone with admin access in Sprig. They copy the API key for Dovetail. They don’t have to be the workspace admin who creates the source.
• Your Sprig API key. You can find it in your Sprig dashboard under Settings. Sprig has separate Development and Production keys. Use the key for the environment whose surveys you want to import.
• Identified respondents, if you want responses linked to contacts. Dovetail can link a response to a contact only when the respondent is an identified Sprig user with an email address. See Customer emails.

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Create the Sprig source

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Authentication and permissions

Sprig connects with an API key. Dovetail uses the key only to read your surveys, their responses, and respondents’ email addresses for contact linking. If the key can’t read Sprig users, responses still import, but they aren’t linked to contacts. Dovetail doesn’t write anything to Sprig. The API key is stored once for the whole workspace. To change the account or credentials, see Reconnect a source.

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Datasets

Each survey you select becomes its own dataset and syncs on its own, so a problem with one survey doesn’t stop the others. A channel can add some or all of the source’s surveys. Select surveys lists the surveys the API key can see whose status is In progress or Completed. To add more surveys later, open the source and select Add survey. See Add datasets.

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What gets imported

Each survey submission becomes one data point, named after the survey. The respondent’s open-text answers become the data point’s conversation, as question-and-answer pairs, and the other details become fields you can filter by. A submission with only score or choice answers, such as an NPS rating with no comment, still becomes a data point, but has no text for Dovetail to analyze.

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Always imported

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Imported when present

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Not imported

• Submissions where every answer is empty.
• Respondent names. Sprig doesn’t provide one to Dovetail.
• Sprig user attributes other than the email address, custom metadata, and the page URL the survey was shown on.
• Sprig’s own analysis of your responses.

To rename the fields above or change their types, see Source fields. Need a field that isn’t on this list? Let us know.

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Customer emails

This data includes customer email addresses, so Dovetail can link data points to contacts. See Create contacts from source data. Sprig’s response data doesn’t include email addresses, so Dovetail looks up each respondent’s email address in Sprig. For a response to carry an email address:

• The survey is shown to identified visitors, so each response is tied to a Sprig user ID.
• The user has an email address set in Sprig.
• The API key can read Sprig users.

Anonymous responses still import as data points, but they aren’t linked to a contact. Because Sprig provides no respondent name, contacts created from Sprig data have an email address only.

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Scores and field types

Dovetail reads each question’s type from Sprig, and turns score and choice questions into fields named after the question:

• NPS questions become NPS fields.
• Rating scale questions become Rating fields, whatever their scale. Sprig doesn’t send a rating scale’s range, so Dovetail can’t tell a CSAT question from any other rating question.
• Choice questions become Single select fields when respondents pick one option, and Multi select fields when they can pick several. An answer that matches none of the options, such as an “Other” entry, stays in the conversation as text.

To chart scores in Dashboards, the field must use the NPS or CSAT type. See NPS and CSAT scores for Dashboards. To chart a Sprig CSAT question that uses a 1–5 scale, change its field from Rating to CSAT on the source after the first sync. See Rename fields and change field types.

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Sync behavior

The first import starts when the source is created. After that, the source syncs about every hour. See Manage a source.

• Import period. The import period applies to when each response was created in Sprig. Responses created before the start of the period aren’t imported.
• Ongoing sync. Each sync imports responses created since the latest response already imported.

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Troubleshooting

Dovetail says my API key is invalid. Check that you copied the whole key from your Sprig dashboard. If you’re not sure, generate a new key in Sprig and use that. A survey shows “Your Sprig API key was rejected.” Sprig refused Dovetail’s request for that survey, so the survey stops syncing. Check in Sprig that the API key is still active and can see the survey, then sync the source again. See Source statuses. The source needs to be reconnected. Sprig no longer accepts the API key. Generate a new key in Sprig, then reconnect the source with it. See Reconnect a source. My survey doesn’t show up in Select surveys. Dovetail lists only surveys with status In progress or Completed. Launch the survey in Sprig, then open the list again. My survey has responses in Sprig, but nothing imported. Check that:

• The responses were created within the import period. See Get older data.
• The channel includes the survey’s dataset. See Missing or outdated data.

Responses aren’t linked to contacts. Dovetail links a response to a contact only when the respondent is an identified Sprig user with an email address. See Customer emails. Also check that the source has contact automation enabled. See Create contacts from source data. Sprig isn’t available when I set up a channel. See Troubleshoot sources.

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Revoke access in Sprig

Pausing or deleting the source in Dovetail doesn’t revoke the API key in Sprig. To cut off Dovetail’s access, delete the API key in Sprig. After you delete it, the source can’t import new responses, and any other tool that uses the same key loses access too. To pause or delete the source in Dovetail, see Manage a source. To take its data out of one channel, see Channel setup.

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