Building and Configuring an NPS Conversation

For background on what NPS is and why the Why follow-up matters, see Understanding Satisfaction and NPS in Oomiji.

Before You Start

Your NPS will eventually need to reach customers, which means at least one distribution channel must be operational. If you plan to send the NPS through email, your Mailing Suite Profile must be configured with a verified sending address. If you plan to share the public URL only (on social media, your website, or QR codes), this is not required. For configuration steps, see Set Up Your Mailing Suite Profile.

First-Time Setup

If you have never configured an NPS in this Oomiji site, the Satisfaction section opens to a setup card titled Customer Satisfaction with a single option: Configure Net Promoter Score. This card only appears the first time. After you save your NPS, the dashboard takes its place. NPS conversations cannot currently be deleted once saved, so you will not see the setup card again in this Oomiji site. 

To start your first NPS:

1. Click Satisfaction in your toolbar.
2. On the Customer Satisfaction setup card, click Next.
3. The Configure NPS screen opens, displaying the NPS builder with the two default questions pre-populated.

The Two Default Questions

Every NPS conversation starts with the same two pre-populated questions, both required by default:

• The rating question: “On a scale of zero to ten, how likely are you to recommend our product to a friend or colleague?” Displayed as eleven numbered buttons (0 through 10), with 0 labeled “Most unlikely” and 10 labeled “Most likely.” This is the question that produces the score.
• The follow-up question: “What is the primary reason for your score?” Displayed as a free-text input. This is the question that produces the verbatim Why response and feeds the AI analysis.

You can edit the wording of either question to fit your brand, your industry, or your specific use case (for example, “recommend our hotel” instead of “recommend our product”). Editing happens through the Properties panel; see The Properties Panel below. 

The Three Builder Tabs

The NPS builder has three tabs across the top: NPS Designer, Test NPS, and NPS Logic. Each handles a different part of the configuration.

NPS Designer

This is the default tab and where you will spend most of your time. It shows a live preview of the NPS as your customers will see it on the left, and the Properties panel for the currently selected element on the right. The toolbar above the preview includes Undo, Redo, Edit NPS Settings, and Save NPS buttons, plus an Add Logo control.

Test NPS

The Test NPS tab is a device-emulating preview mode that lets you see how your NPS will render across different screen sizes before you share it with customers. A "Choose device" dropdown at the top of the tab gives you sixteen device options including Desktop, multiple iPhone and iPad models, Android Phone, Android Tablet, Windows 10 Phone, and MS Surface. Selecting a device renders the live NPS preview at that device's dimensions, so you can spot layout issues on smaller screens before publishing.

A "Show invisible elements" checkbox in the top left of the tab toggles the visibility of any elements your NPS Logic rules are configured to hide. Leave this unchecked to see the NPS exactly as respondents will experience it; check it when you want to confirm that rules are hiding the right elements.

NPS Logic

The NPS Logic tab lets you configure conditional rules that control how your NPS behaves during a response: showing or hiding specific questions based on what a respondent has answered, or displaying custom thank-you text for different score ranges. Each rule has one or more conditions (for example, "nps_score is greater than 8") paired with one or more actions (for example, "Show custom text for the Thank you page").

The tab displays a list of existing rules in a table with Condition(s) and Action(s) columns, plus pencil-icon edit and red-X delete controls on each row. An Add New button above the table opens the rule editor, which has two sections: Define condition(s) and Define action(s). The condition builder lets you combine multiple conditions with AND or OR logic, and the operator options include equality, inequality, range comparisons, contains checks, and empty/not-empty checks. Conditions can be built through structured dropdowns or, for advanced users, written directly as expressions in an Edit mode.

NPS Logic is a substantial enough feature that it has its own article. For the full reference including condition types, available actions, rule precedence, and worked examples, see Using NPS Conversation Logic to Control Flow.    

The Properties Panel

The Properties panel on the right side of the NPS Designer tab is the primary editing interface. Whatever element is selected in the dropdown at the top of the panel determines what fields appear below. The dropdown lets you navigate the structural elements of your NPS conversation.

How to use the dropdown

The dropdown displays a hierarchy. The top-level entry, Survey, controls the overall conversation: the title and description shown at the top of the NPS, and any other survey-wide settings. Below that, indented entries represent the pages and individual questions inside the survey. 

Each entry corresponds to an element you can also click directly in the preview canvas on the left. Clicking an element on the canvas selects it in the dropdown automatically; selecting it from the dropdown highlights it on the canvas. Use whichever access pattern suits the moment.

The default NPS has three question-level elements: the email field, the rating question (nps_score), and the follow-up question. You may see additional element entries in the dropdown if your NPS has custom questions added beyond the defaults. Element names in the dropdown reflect the internal IDs of each element, which can differ from their user-facing labels.

Editing the title and description

With Survey selected in the dropdown, the panel below shows two rich-text editors: Title and Description. Title is what appears as the heading at the top of the NPS conversation; Description is supporting text shown below the title. Both editors include standard formatting controls (bold, italic, underline, lists, links, alignment). Type or paste your content directly into the editor and your changes appear in the live preview immediately.

Adding a Logo

To add your brand logo to the NPS, click Add Logo in the top right of the preview canvas. A position dropdown lets you choose where the logo appears, with “On the top” as the default option. Once added, the control changes to Change Logo so you can replace or remove the image. The Add Logo control behaves the same way as the equivalent control on Insights conversations, so if you have set up a logo on a conversation before, the workflow will be familiar.

Saving Your NPS

Click Save NPS in the toolbar to save your configuration. After saving for the first time, your NPS becomes available for distribution: the public URL is generated from the title, the conversation appears in the Interaction Create New Email dropdown with an “(NPS)” designation, and the Satisfaction dashboard becomes accessible (though it will display zeros until responses come in). For distribution steps, see Sharing and Distributing NPS Conversations.

Reconfiguring or Editing an Existing NPS

Once you have saved your first NPS, opening the builder again shows the screen titled Reconfigure NPS rather than Configure NPS. The functionality is identical in both states; only the title changes. If you see Reconfigure, you are editing a live NPS configuration and any changes will affect future responses once saved.

To edit your NPS:

1. Click Satisfaction in your toolbar.
2. In the top right of the Satisfaction Metrics card, click the three-dot overflow menu.
3. Select Edit. The Reconfigure NPS screen opens with your current configuration loaded.

One note on naming: there is a second control called Edit NPS Settings (with a gear icon) in the toolbar above the preview canvas inside the builder itself. This button does not currently perform any visible action when clicked. All editing is handled through the Properties panel on the right side of the builder. Use the overflow-menu Edit path described above to reach the builder, and use the Properties panel to make changes once you are there.

What's Next

Once your NPS is saved, distribution and analysis take over:

• Sharing and Distributing NPS Conversations covers the two ways to get your NPS in front of customers: the public URL and the email embed.
• Navigating the Satisfaction Dashboard explains each widget on the dashboard and how to read the AI output once responses start arriving.
• Segmenting and Acting on NPS Responses shows how to build segments from NPS data and use them to drive follow-up outreach through Interaction.