Include Survey Link in AO Escalation Email
None
Currently, we are not able to include the survey link in an Escalation Email in AO.
The escalation email goes to the CSM, and in some cases, users would like their CSMs to copy this email and send it back out to their customers personally, and include the survey link.
Due to the way our survey participant tracking works, I can't add a template with a survey to the escalation email, but I'm curious to know if there is any way to do this in the future? The customer wants his CSMs to be able to resent the survey personally but at this time there's no way to get the link to the CSM to then give to their customers.
Thanks
The escalation email goes to the CSM, and in some cases, users would like their CSMs to copy this email and send it back out to their customers personally, and include the survey link.
Due to the way our survey participant tracking works, I can't add a template with a survey to the escalation email, but I'm curious to know if there is any way to do this in the future? The customer wants his CSMs to be able to resent the survey personally but at this time there's no way to get the link to the CSM to then give to their customers.
Thanks
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Thanks for sharing this use case. We will prioritize this as part of our roadmap and update here.
Thanks
Abhishek S
I also noted two more situations that you may wish to accomodate for:
1) In one case, the CSMs only wanted to send out a reminder email if the contact did not OPEN the initial survey inivitation (this assumes if the user did not click on the survey the first time, they don't want to answer the email)
2) In another case, the CSMs wanted to be able to update the email address of the contact if the first time the survey email was sent out, the email bounced because the CRM system had the wrong email typed in. In this case, having the survey link in the escalation email would be super important.
Thanks
Irit
www.csmpractice.com
Just to confirm, you cannot add a survey link token or a survey button token from the email builder to the email template and use that in your escalation email.
However to solve the use case of giving access to survey related fields, you now have access to a set of new token values out of the box such as survey url etc. that can be mapped to a standard email template (not using survey tokens) in any email/cta step after the survey step which is where you can include the survey url.
Hope this helps.
This would be an incredible administrative advantage for Exec and Department Lead email reports. I would want to help guide executive management to the source easily as they do not live in Cockpit or C360. This goes beyond Survey results also; like CTA urls in email templates. +1 for sure.