This is the full user guide for the Feedback Engagement application.
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PDF name Feedback Engagement _ User guide 2020.pdf
Email templates description |
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Open dialog This email is sent to the end-customer when the brand wants to start a dialog (private conversation) with him/her and sends the first message. Conversation This email is sent to either the end-customer or the brand (respectively) when a new message is added to a dialog conversation. Example: when the brand adds a new message, the end-customer will receive this email and vice-versa. Close dialog This email is sent to both the end-customer and the brand when the dialog is closed by either of them. Review withdrawn (internal) This email is sent to the brand when the end-customer withdraws his/her review from the dialog interface. Note: in case of withdrawal, the "Close dialog" email is also sent to both parties. Review withdrawn (customer) This email is sent to the end-customer when he/she withdraws the review from the dialog interface. In parallel, we will open a new review link for him/her in a new tab right away and send it by email as well to be sure that it won't be missed. This new review request email will be the same that was sent initially for this transaction (as defined in SRR). Note: in case of withdrawal, the "Close dialog" email is also sent to both parties. Automatic dialog This email will be sent to the end-customer if (and only if) the automatic dialog setting is enabled for the account ("Allow automatic dialogs"). If so, this email will let the end-customer know that his review has been taken into account and he can reach out to the brand through the dialog interface at any time. A comment has been added This email will be sent to the end-customer if (and only if) the comment notification setting is enabled for the account ("Send comment emails"). If so, this email will let the end-customer that the brand has let a comment (public) on his/her review. No CSV file (internal) This email is sent to the brand in case the CSV files that are supposed to be created fail for whatever reason (an automated task failing, for example). Review rejected This email will be sent to the end-customer whenever his/her review gets rejected. Note: this feature is going to be deprecated so please ignore it. |