> ## Documentation Index
> Fetch the complete documentation index at: https://docs.caplena.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Survey & CX Platforms
> Connect Qualtrics, Medallia, SurveyMonkey, Intercom, Salesforce, Zendesk and more for automatic daily sync
Connect your survey or CX platforms directly to Caplena to import feedback automatically. These integrations use authenticated API access to pull new responses daily, so you can analyze open-ended feedback without manual exports.
## Brandwatch
Our Brandwatch integration allows you to seamlessly import social media query results directly into Caplena for analysis.
Log in to your Caplena account. Navigate to **Account Settings → Integrations**. Select **Brandwatch** from the available options.
[Here](/settings-administration/general-settings/general-settings-overview) you can find more info on the Settings page
Click **Add Account** and fill in the following fields:
* **Connection name** – Give your connection a unique name
* **Username** – Your Brandwatch username
* **Password** – Your Brandwatch password
* **Project name** – You can find this in your Brandwatch account
Click **Add Integration** to authorize.
Go to **Projects → Import Data → Brandwatch**. Choose the account and specific survey you'd like to import.
## Qualtrics
Log in to your Caplena account. Navigate to **Account Settings → Integrations → Qualtrics**.
[Here](/settings-administration/general-settings/general-settings-overview) you can find more info on the Settings page
Create an OAuth client in Qualtrics following the [official guide](https://api.qualtrics.com/). You'll receive a **Client ID** and **Client Secret**. Required scopes: `read:users`, `read:surveys`, `read:survey_responses`.
Click **Add Account** and complete:
* **Connection Name** – A custom label (e.g. "Client A – Q Feedback")
* **Client ID** – From your Qualtrics OAuth setup
* **Client Secret** – From your Qualtrics OAuth setup
* **Datacenter** – Found in Account Settings → Qualtrics IDs → User
Click **Add Integration**. Then go to **Projects → Import Data → Qualtrics** and select the desired account and survey.
## Medallia
Log in to your Caplena account. Navigate to **Account Settings → Integrations → Medallia**.
[Here](/settings-administration/general-settings/general-settings-overview) you can find more info on the Settings page
Click **Add Integration** and complete:
* **Connection Name** – e.g. `Medallia_NPS_Q4_2025`
* **Client ID** – Provided by your Medallia administrator
* **Client Secret** – A secure key that works with your Client ID
* **Token URL** – e.g. `https://login.medallia.com/oauth/token`
* **Query** – The specific API endpoint to retrieve your feedback data
If unsure about any values, contact your Medallia administrator.
Click **Add Integration**. Then go to **Projects → Import Data → Medallia** and select the account.
## QuestionPro
Generate your API key using [QuestionPro's instructions](https://www.questionpro.com/help/customer-experience/generate-api-key-in-cx.html). Find your User/Customer ID under **My Account → Partner License**.
Go to **Settings → Integrations → Add Integration → QuestionPro**. Fill in:
* **Connection name** – Any name to help you recognize the integration
* **API key** – Paste the API key you generated
* **User ID** – Paste your QuestionPro Customer ID
* **Environment** – Choose Production unless using a sandbox
Click **Add Integration**.
## SurveyMonkey
Go to the [SurveyMonkey Developer Portal](https://developer.surveymonkey.com/apps/). Click **Create App**, give it a name (e.g. "Caplena Integration"), and choose **Private App**.
Open the app settings and under **Scopes**, enable at minimum the required read scopes.
In the app menu, go to **Credentials → Generate Access Token**. Copy the token — you'll need it in Caplena.
Go to **Integrations → SurveyMonkey**, paste the Access Token, and save.
## SurveySparrow
Create a private app in your SurveySparrow account to get an API key — follow the [official guide](https://developers.surveysparrow.com/rest-apis/OAuth). Required scopes: `view_survey`, `view_questions`.
Go to **Settings → Integrations → Add Integration → SurveySparrow**. Fill in:
* **Connection name** – Any name to help you recognize this connection
* **API key** – The key generated in your SurveySparrow private app
* **Datacenter** – Your SurveySparrow account's region (e.g. `us`)
Click **Add Integration**.
Go to **Projects → Import Data → SurveySparrow** and select the survey to import.
## Google Cloud Storage (GCS)
Connect a file stored in GCS so your project refreshes automatically overnight.
Complete the following in Google Cloud:
* [Create a bucket](https://cloud.google.com/storage/docs/creating-buckets)
* [Create a Service Account and JSON Key](https://cloud.google.com/iam/docs/service-accounts-create)
* [Grant the Service Account access to your bucket](https://cloud.google.com/storage/docs/access-control/using-iam-permissions)
* Copy your file's GCS URI (e.g. `gs://your-bucket-name/path/to/file.csv`)
Supported formats: `.csv` and `.parquet`. Your file must include an identifier column and a date column.
Complete the following in Google Cloud:
* [Create a bucket](https://cloud.google.com/storage/docs/creating-buckets)
* [Create a Service Account and JSON Key](https://cloud.google.com/iam/docs/service-accounts-create)
* [Grant the Service Account access to your bucket](https://cloud.google.com/storage/docs/access-control/using-iam-permissions)
* Copy your file's GCS URI (e.g. `gs://your-bucket-name/path/to/file.csv`)
Supported formats: `.csv` and `.parquet`. Your file must include an identifier column. On each sync, Caplena scans the full file and imports any new rows.
Go to **Integrations → Add Integration → Google Storage File (GStorageFile)**. Fill in:
* **Connection name** – Any name to help you recognize this connection
* **Credentials** – Paste the entire JSON content of your service account key (do not upload a file — paste the JSON text)
Click **Add Integration**.
* **Account** – Select the integration you just created
* **File URL** – Paste your `gs://` file URI
* **Identifier column name** – The column that uniquely identifies each row (e.g. `id`, `response_id`)
* **Date column name** – The date/timestamp column used to detect new data (e.g. `created_at`)
* **Source name** (optional) – A label that will appear in your project
* **Account** – Select the integration you just created
* **File URL** – Paste your `gs://` file URI
* **Identifier column names** – One or more columns that together uniquely identify each row (e.g. `id`, `response_id`). Caplena uses these to detect new rows on each sync. To use multiple columns, enter them as a comma-separated list (e.g. `respondent_id, submitted_at`).
* **Source name** (optional) – A label that will appear in your project
## Azure Blob Storage
Connect a file stored in Azure Blob Storage so your project refreshes automatically overnight.
In the [Azure Portal](https://portal.azure.com), open your **Storage account → Containers** and select the container that holds your file. Open **Shared access tokens** and configure:
* **Permissions** – Enable **Read**
* **Allowed protocols** – Select **HTTPS only**
* **Expiry** – Set an expiration date that fits your sync schedule
* Click **Generate SAS token and URL**
From the result, build a connection string in the form:
```text theme={null}
BlobEndpoint=https://.blob.core.windows.net/;SharedAccessSignature=
```
Use the **Blob service SAS URL** for the `BlobEndpoint` value (without the SAS query string) and the **SAS token** (without the leading `?`) for `SharedAccessSignature`.
Supported formats: `.csv` and `.parquet`. Your file must include an identifier column. On each sync, Caplena scans the full file and imports any new rows.
Go to **Integrations → Add Integration → Azure Blob**. Fill in:
* **Connection name** – Any name to help you recognize this connection
* **Connection string** – Paste the `BlobEndpoint=...;SharedAccessSignature=...` string built in the previous step
Click **Add Integration**.
Go to **Projects → Import Data → Azure Blob** and fill in:
* **Account** – Select the integration you just created
* **Blob URL** – The full URL to your blob (e.g. `https://.blob.core.windows.net//path/to/file.csv`)
* **Identifier column names** – One or more columns that together uniquely identify each row (e.g. `id`, `response_id`). Caplena uses these to detect new rows on each sync. To use multiple columns, enter them as a comma-separated list (e.g. `respondent_id, submitted_at`).
* **Source name** (optional) – A label that will appear in your project
## Amazon S3
Connect a file stored in Amazon S3 so your project refreshes automatically overnight.
Complete the following in AWS:
* [Create a bucket](https://docs.aws.amazon.com/AmazonS3/latest/userguide/create-bucket-overview.html)
* [Create an IAM user](https://docs.aws.amazon.com/IAM/latest/UserGuide/id_users_create.html) with a policy that grants read access to your bucket (e.g. `s3:GetObject` and `s3:ListBucket` scoped to the bucket ARN)
* [Create an access key](https://docs.aws.amazon.com/IAM/latest/UserGuide/id_credentials_access-keys.html) for that IAM user — under the user's **Security credentials** tab, choose **Create access key**, then **Third-party service** as the use case
* Copy your file's S3 URI (e.g. `s3://your-bucket-name/path/to/file.csv`)
Supported formats: `.csv` and `.parquet`. Your file must include an identifier column. On each sync, Caplena scans the full file and imports any new rows.
The secret access key is only shown once, at creation time, copy it immediately, since AWS won't display it again.
Go to **Integrations → Add Integration → Amazon S3**. Fill in:
* **Connection name** – Any name to help you recognize this connection
* **Access Key ID** – From the access key you created
* **Secret Access Key** – From the access key you created
* **Region** – The AWS region your bucket is in (e.g. `us-east-1`)
Click **Add Integration**.
Go to **Projects → Import Data → Amazon S3** and fill in:
* **Account** – Select the integration you just created
* **File URL** – Paste your `s3://` file URI
* **Identifier column names** – One or more columns that together uniquely identify each row (e.g. `id`, `response_id`). Caplena uses these to detect new rows on each sync. To use multiple columns, enter them as a comma-separated list (e.g. `respondent_id, submitted_at`).
* **Source name** (optional) – A label that will appear in your project
## Decipher
In your Decipher account, open the user menu (top right) → **API Access → Create API key**.
Navigate to **Account Settings → Integrations → Decipher**. Click **Add Account** and fill in:
* **Connection name** – e.g. "Decipher – US Surveys"
* **Decipher API key** – Paste the key generated above
* **Query URL** – Your Decipher instance URL
Click **Add Integration**.
Go to **Projects → Import Data → Decipher** and choose the survey to import.
## Intercom
Navigate to **Account Settings → Integrations → Intercom**. Click **Add Account** and fill in:
* **Connection name** – e.g. "Intercom Production"
* **Access token** – From your [Intercom Developer Hub](https://developers.intercom.com/)
* **Region** – US (`api.intercom.io`), EU (`api.eu.intercom.io`), or AU (`api.au.intercom.io`)
Click **Add Integration**.
Go to **Projects → Import Data → Intercom**. Choose your Account and Survey type.
Configure optional settings:
* Initial import limit, start/end date
* Conversation state (open, closed, snoozed)
* Source type (Conversation, Email, WhatsApp, etc.)
* Tag IDs
Enable **Synchronize data sources** for automatic daily sync. Click **Continue**.
## Salesforce
Connect Salesforce to import survey responses into Caplena for analysis. Caplena authenticates through the OAuth **JWT Bearer Flow**. Caplena signs each token request with its private key, and Salesforce verifies it with Caplena's certificate, which you upload to your External Client App. Caplena then acts as a dedicated API-only user that you specify by username. You don't need to share a client secret with Caplena.
The Salesforce setup UI is dense and changes between editions. We recommend having a Salesforce administrator complete the steps below, as they require permission to create users, permission sets, and external client apps.
Download Caplena's public certificate: [Caplena\_Salesforce\_JWT.crt](https://storage.googleapis.com/caplena-public/Caplena_Salesforce_JWT.crt). You can also download it from the **Download certificate** link in the Salesforce connection form in Caplena.
You upload this file to your External Client App in a later step.
In Salesforce, go to **Setup → Users → Permission Sets** and create a new permission set.\\
* Under **System Permissions**, enable **API Only User** and **API Enabled**.
* Under **Apps → Object Settings**, open **Surveys** and **Survey Responses** and enable **Read**, **View All Records**, and **View All Fields** for each.
Go to **Setup → Users → Users** and create a new user.\\
* **User License:** Salesforce
* **Profile:** Minimum Access - Salesforce
* **Permission Set Assignments:** assign the permission set created in the previous step.
Note the user's **Username**. You enter it in Caplena later.
Go to **Setup → Apps → App Manager → New External Client App**.
* Under **API (Enable OAuth Settings)**, check **Enable OAuth**.
* **Callback URL:** any value works and is not used by this flow (e.g. `https://localhost`).
* **OAuth Scopes:** add **Manage user data via APIs (api)**.
* Under **Flow Enablement**, check **Enable JWT Bearer Flow** and upload the Caplena certificate (`Caplena_Salesforce_JWT.crt`) you downloaded earlier. Click **Create**.
* Open the app's **Policies** and set **Permitted Users** to **Admin approved users are pre-authorized**. Add the permission set created earlier so the API-only user is authorized to use the app. You don't need to set a **Run As** user.
* Open **Settings → OAuth Settings** and copy the **Consumer Key**. You'll need it in Caplena. Caplena doesn't use the Consumer Secret.
Log in to your Caplena account. Navigate to **Account Settings → Integrations** and select **Salesforce**.
[Here](/settings-administration/general-settings/general-settings-overview) you can find more info on the Settings page.
Click **Add Account** and fill in:
* **Connection name** – e.g. "Salesforce Production"
* **Client ID** – The Consumer Key from your External Client App
* **Username** – The username of the API-only user Caplena should act as (e.g. `caplena-api@yourorg.com`)
* **Instance URL** – Your Salesforce instance URL (e.g. `https://yourorg.salesforce.com`)
Click **Add Integration**. Once connected, Salesforce appears in your list of integrations.
Go to **Projects → Import Data → Salesforce**. Choose your connected **Account** and optionally filter responses by **Status**:
* Completed
* In Progress
* Started
* Partially Completed
Leave the filter empty to import all responses. Enable **Synchronize data sources** for automatic daily sync.
## Zendesk
Import and analyze Zendesk ticket data and CSAT responses directly in Caplena.
Before connecting to Caplena, create an OAuth client in your Zendesk account. Follow the [official Zendesk documentation](https://developer.zendesk.com/documentation/live-chat/getting-started/auth/) and use these settings:
* **Redirect URL** – `https://api.caplena.com/api/ui/integrations/zendesk/oauth/callback`
* **Client kind** – Confidential
Copy your **Client Secret** during setup — Zendesk will not display it again once you leave the page.
Log in to your Caplena account. Navigate to **Account Settings → Integrations**. In the top-right section, select **Zendesk**.
[Here](/settings-administration/general-settings/general-settings-overview) you can find more info on the Settings page.
Click **Add Account** and fill in:
* **Connection name** – e.g. "Zendesk Production"
* **Client ID** – The "Identifier" from your OAuth setup in Zendesk
* **Client secret** – The secret copied during OAuth setup
* **Company subdomain** – e.g. `yourcompany` for `yourcompany.zendesk.com`
Click **Add Integration**. You'll be redirected to Zendesk — approve the read-only permissions. Once done, Zendesk appears in your connected integrations list.
Go to **Projects → Import Data → Zendesk**. Choose your connected **Account** and the **data type** to import (tickets or CSAT responses).
## Frequently asked questions
**What happens if I delete columns in Caplena?** The data from Medallia or Qualtrics that corresponded to those columns will no longer sync. Synchronization continues, but without updating the removed columns.
**What happens if I add new columns manually in Caplena?** New columns added manually will not be filled by Medallia or Qualtrics syncs. They will remain empty unless populated manually.
**What happens if I add new columns in Medallia or Qualtrics?** New columns added in your source platform will not be included automatically. They won't appear in Caplena unless the query used in the integration is updated accordingly.
**A client added a new open-ended question to an existing Qualtrics survey mid-project (or removed one) — how do I get it into Caplena?** Since Qualtrics columns are fixed at the time the integration is set up, you'll need to reconnect the integration to pick up the change:
1. Disable the sync on the existing Qualtrics data source.
2. Delete the existing Qualtrics data source — re-adding it with the same survey while the old one still exists will fail as a duplicate.
3. Add the data source again for the same Qualtrics survey, now including the new column (all other columns should match the original setup). This creates the new column in Caplena.
4. From this point on, new responses — including answers to the new question — will flow in automatically with the nightly sync.
5. To backfill existing responses to the new question: manually export the existing responses for that question from Qualtrics as a CSV, then bring them in using the [replace flow](/data-project-management/adding-replacing-data/add-replace-columns-in-your-dataset) (or reach out to support to do this for you if it's an enterprise customer).
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