Configure Templates

Create email templates to send messages to customers in a standardized look and feel. Merge customer data into templates such as name, job title, etc. Insert customer satisfaction survey scorecards as well.

Create an Email Template

  • Select Email > Templates in the portal sidebar.

  • Click Create.

  • Enter a Name for the template and select an optional Business Unit.

  • Click Save.

  • Enter the text and customer fields to compose your template text.

  • Click Add language to select which language your template content is actually written in. You can add the content in up to 10 languages maximum, but you must specify at least one.

  • To cover default situations, Set language as fallback on one.

  • If required, click Add survey to define and add a satisfaction survey scorecard, see details below.

  • Click Save.

Template content in multiple languages

An email template can hold the same content in multiple languages and the system will select the relevant one based on the language set in the workflow.

Add a satisfaction survey

A customer satisfaction survey is a 5-element score represented by an HTML table inserted into the template, each rating item containing a label or icon image and a linked website. When end customers click one of these links, Buzzeasy navigates them to the website you specify.

  • Open an existing template or create a new one.

  • Click Add survey at the top, to open the survey modal.

  • Review and update the Labels for each rating.

  • If required, define URLs for Icons stored in some external websites.

  • Click Redirects tab to add a survey landing website for the first rating, this Url will be copied to all other ratings. Modify each as required.

  • Click Save at the bottom of the survey modal. It is then inserted at the bottom of the template.

Edit the Template

  • Add, change or remove languages. Change fallback language.

  • Type the pound or hash character # to display the various data placeholder fields available.

  • Select the field you require.

  • Type your text, for instance type a greeting and the purpose of the message.

  • Select parts of this text and use the formatting controls to modify its style.

Email conversational bot response

For email conversational bots, insert the #BotResponse field to have the bot's response show up in the template.

Edit an inserted survey scorecard

The satisfaction survey scorecard being a simple HTML table, the rich text editor controls are fully available for you to update them.

  • Open the template and find the survey scorecard table.

  • Click the label text or icon of the rating you would like to update. The text editor opens a small contextual menu with your modification options.

  • Click the pencil (edit link) icon to modify the label or icon URL and the redirect URL.

  • Click Update to modify the individual rating. Do the same for all the rest you'd like to update.