Include Survey Link in AO Escalation Email

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  • Idea
  • Updated 4 months ago
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.

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Tom Gerth, Employee

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Posted 8 months ago

  • 11
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Dan Wiegert, Employee

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Hey Tom,  I had a similar conversation with a customer about this same issue recently. I had a few thoughts on this - Would it be possible to create a link in the escalation email that you recycle a participant within an AO. The use case that was given to me, was that it would be useful to be able to recycle a participant if they requested the CSM resend the survey. Currently there is no way to do this, and the escalation email would be a perfect place to try and add additional functionality like this. (if this is possible).
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Leanne, Champion

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We had a similar ask. When we had CSMs follow up on the escalation emails, several customers told them they had deleted the original survey email, thinking it was spam, and requested to be re-sent the survey. In the current system, CSMs had no way of doing that.
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JohnPaul Dicks

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I would echo the above - I'm not sure how helpful this email can be if the survey link is not included. Perhaps allow it to be added, or consider deprecating the feature? Our COM actually said that it is not best practice to use this email at all since it encourages CSMs to prioritize followups with friendly customers.
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Abhishek Sivaraman, Senior Product Manager

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Thanks for sharing this use case. We will prioritize this as part of our roadmap and update here.

Abhishek S
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Shravan Urs

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+1 from me on the above Idea.