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Email Contact Center Contacts

Updated

After you've finished configuring your entire form, including logic, scoring, theme, etc., and are ready to distribute your survey, navigate to the Distributions tab in the survey set up interface.

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Compose the emails that will be used to distribute surveys - automatically or on-demand - to the contacts that have been added in the Contact Center.

In order to use the email distribution method, your organization must have contacts and contact lists (with subscribed contacts) set up in the Contact Center.

Be sure to read our Best Practices articles about emailed survey distributions.

Click on Compose to open the email distribution settings and composition interface.

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You have two options when composing your survey distribution emails:

  1. Create a template that can be used on-demand.
  2. Create an email for auto-delivery so that emailed surveys are automatically sent when the specified criteria is met.

Create an Email Template

Enter the required details to configure your email:

Distribution Name:
  • Enter a name that will be meaningful to your users when they are choosing a template for survey distribution.
  • This name is not visible to email recipients.
Set as Auto-Delivery:
  • Do not enable the auto-delivery setting if you will be using the template to distribute surveys on-demand.
Limit one submission per contact:
  • To ensure each contact is only allowed to submit one survey in response to each email distribution, enable this setting.
Survey Link Expiration:
  • In some cases, it is important to ensure that all responses to your survey distribution are submitted while the contact's experience is still fresh. Contacts will be blocked from completing the survey after the survey link has expired. Select an appropriate setting for your situation. 
From Name:
  • Enter the name you would like to appear in the From field on the emails.
From Email:
  • Select the email that you would like to use when sending your email. By default, emails are sent from survey.intouchinsight.email. If you would like to send it from an internal email, you can set these up here.
Reply-to Email:
  • If you wish to reply to emails, specify the email address you would like your replies forwarded to.
Subject:
  • Enter the subject line for the emails.
Body:
  • Modify the body of the email as needed.
  • Do not remove the [[SURVEY.LINK]].
Email Footer:
  • The footer must contain your organization's name and address, and at least one of the following: phone number, email address, or website.
  • Do not remove the [[SURVEY.UNSUBSCRIBE]] details from the footer.

Click on Preview to see what your email will look like to recipients.

Click on Save when you are finished configuring your template.

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Create an Email for Auto-Delivery

Enter the required details to configure your email:

Distribution Name:
  • Enter a name that will be meaningful to your users when choosing a template for survey distribution.
  • This name is not visible to email recipients.
Set as Auto-Delivery:
  • Used to automatically distribute surveys when the specified criteria is met.
  • Toggle the setting on and then add the criteria:
    • Select the contact field that will be referenced for the email distribution. All standard and custom fields will be available.
    • Select the evaluator that should be used (i.e. Equals, Empty, etc.)
    • If applicable, indicate the value that will be referenced for the field.

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 If you are using 'Language' as the field, enter the language code as the value in your rule.
Limit one submission per contact:
  • To ensure each contact is only allowed to submit one survey in response to each email distribution, enable this setting.
Survey Link Expiration:
  • In some cases, it is important to ensure that all responses to your survey distribution are submitted while the contact's experience is still fresh. Contacts will be blocked from completing the survey after the survey link has expired. Select an appropriate setting for your situation. 
From Name:
  • Enter the name you would like to appear in the From field on the emails.
From Email:
  • Select the email that you would like to use when sending your email. By default, emails are sent from survey.intouchinsight.email. If you would like to send it from an internal email, you can set these up here.
Reply-to Email:
  • If you wish to reply to emails, specify the email address you would like your replies forwarded to.
Subject:
  • Enter the subject line for the emails.
Body:
  • Modify the body of the email as needed.
  • Do not remove the [[SURVEY.LINK]].
Email Footer:
  • The footer must contain your organization's name and address, and at least one of the following: phone number, email address, or website.
  • Do not remove the [[SURVEY.UNSUBSCRIBE]] details from the footer.

Click on Preview to see what your email will look like to recipients.

Click on Save when you are finished configuring your template.

You can embed an NPS®, Rating, Multiple Choice, or Checkboxes question from your survey into an email, and the survey will launch as soon as the recipient selects a response for the question.

Learn more about embedding questions in emails.

Fatigue protection can be enabled in global Survey settings to limit how often surveys are sent to a contact, so that one person does not receive surveys too frequently. By default, the fatigue protection limit is set to 14 days.

After an email configuration has been saved it will appear in the list on the main page.

  • Click on the row to open/edit the email.
  • Click on the triple-dot menu to preview, distribute, disable, create a reminder, or delete the email.

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You can distribute the same survey using multiple methods. Other options include:

mceclip0.png Create SMS distributions to send the survey automatically or on-demand - to the contacts that have been added in the Contact Center. Note: SMS distribution is an add on feature.
Distribution_Link.jpg Easily link to the most recently published version of your survey by pasting the unique URL into emails or referencing it on your website, or create a link to share the survey with a specific contact.
Distribution_Website.jpg Get a reusable code that can be referenced on your website and will redirect to the most recently published version of your survey.
Distribution_QR_Code.jpg Download the unique QR code that can be used to launch the survey via scanning on a mobile device.
Distribution_Social_Media.jpg Easily share your survey on one or more of your organization's social media accounts.

 

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