Step-by-Step Guide
1
Initialize the Interview
- Navigate to the Agents from the sidebar navigation.
- Click the New button in the top right corner.
- Select your interview type from the dropdown menu (e.g., NPS Follow up, Win/Loss, etc.).
2
Configure Interview Details
Once on the Create page, fill in the foundational details for your survey:
- Name: Give your interview a distinct internal name (e.g., “Q3 NPS Follow-up” or “New User Sentiment”).
- Language: Select the language in which the interview will be conducted.
- From: Choose the sender profile. This determines the name and email address participants will see when they receive the invitation.
3
Set Agent Settings
This section controls the personality and focus of the AI interviewer.
-
Opening Message: This is the specific hook the agent uses to start the chat. Propane provides a default, but you can customize it using variables like
{{participant_name}}. - Advanced Settings > Additional Instructions: This is where you define the “brain” of the interview. You can tell the AI how to behave, what to prioritize, and what to avoid.
- NPS Follow-up
- Other Interview Types
Leveraging NPS Scores in Instructions
Because the AI agent knows the participant’s score (0-10) before the chat begins, you can write conditional instructions to tailor the experience.Examples of Effective Instructions:| Goal | Example Instruction |
|---|---|
| Tailor by Score | ”If the user is a Detractor (score 0-6), apologize for the experience and ask what the one thing we could fix is. If they are a Promoter (9-10), ask them to describe their favorite workflow.” |
| Dig Deeper on Features | ”If the user mentions ‘UI’ or ‘Design’, ask specific follow-up questions about which buttons or menus were confusing. Do not settle for general answers.” |
| Manage Tone | ”Adopt a casual, empathetic tone. Keep the conversation short (max 3-4 questions).” |
| Blank Slate Approach | ”Treat this interview as a fresh start. Do not assume knowledge of previous conversations outside of the current NPS score.” |
4
Customize Landing Page
Configure the text that participants see before and after the chat:
- Welcome text: The message displayed on the landing page before the interview begins.
- Thank you text: The message displayed once the participant completes the interview.
5
Launch
- Review your settings to ensure the instructions align with your goals.
- (Optional) If you wish to offer rewards for completion, configure the Incentives section.
- Click the Create button in the bottom right corner.
Once created, you will be redirected to the Interviews dashboard where a success message will appear. Your new survey will be listed in the grid, ready for you to add participants.