This article explains how to customise the content of a campaign's feedback request email. Any customisations made will be per trigger and so if you have multiple triggers within a campaign and the intention is that a similar feedback request email is sent for multiple triggers, the same customisations will need to be repeated for the other triggers too.

  1. Customisation of the feedback request email is done using the Customise Email button located in the Feedback Request part of the Feedback Preferences form.  Clicking this button opens a form that gives you direct access to the content for all supported languages of both the desktop and mobile views. The left-hand side of the form defines the content and the right-hand side previews how the content will be displayed. 
  2. Before editing any content:
    • If the account has Multiple Campaigns, a link symbolorwill be shown next to many of the settings in all campaigns except the default campaign. The symbol identifies whether the setting is inherited from the default campaign or not. If the field is left blank and has a, the value is inherited. As soon as a field with ais edited, it will become uninherited and display a broken linksymbol and use the new value instead. Clicking onwill re-establish that setting's inheritance from the default campaign again. 
    • Ensure that the correct design template is shown. The design is defined by a Jade template, the default being feedback-request.jade which is supplied by Feefo. Creating Jade templates is not documented in the Feefo Knowledge Base but if you have developed your own and you would like to make it available through this interface, please contact our Technical Team. Once the template is applied to the account, it can be selected from the Email template drop-down.
    • Choose the correct language from the Preview Language drop-down. Only the languages listed can be customised. Once the language is selected, all content fields and the preview will update to show the content defined in the template.
  3. Customise Content allows you to edit most of the email fields. 
    • Subject - This is the subject of the email that the customer will see when the email arrives in their email inbox.
    • Greeting and Introduction are the sections of text displayed before the star rating section. Our advice is to keep this content to just a few lines as customers are less likely to read and respond to the request if this section is long and includes many details.
    • Heading is the text that's directly associated with the stars so will be the aspect of your business that the customer is rating. This needs to be kept short and snappy!
    • Transaction label acts as a reminder to the customer as to when they made the purchase that you are asking for feedback on. If the Feedback Type is 'Product' or 'Both service and product', a list of the products purchased will also be included underneath the purchase date (this content is not customisable).
    • Body is generally the core message explaining why you are seeking the customer's feedback and what will happen to their feedback once submitted. It's important to include details about the option to remain anonymous and where the review will be published.
  4. Each of the fields includes the possibility of adding sale/merchant-specific data to the content through Dynamic variables. Clicking the drop-down alongside each field and selecting the appropriate dynamic variable will add the variable and the special formatting to the field. In the example below, the dynamic variable Merchant Name has been added to the text, inserting {{merchantName}}. The formatting of any inserted dynamic variables must not be edited.
  5. With the exception of the dynamic variables, all text entered into the fields on the left will be previewed and sent to customers exactly as entered. This includes all forms of coding including HTML tags. Although the editor will accept all content, the results will not be as intended and so DO NOT ADD ANY CODE SNIPPETS, TAGS OR OTHER FORMS OF PROGRAMMING as part of any of the content.
  6. After making any changes, check both the Desktop and Mobile previews.
  7. Continue to edit content as needed. Once completed, you have 3 options, all found in the top right corner of the customisation window:
    • To save the customisations for this language, click on Save Template. This will save all changes that have been made during this editing session or since the last save. Although saving customisations before switching languages isn't essential, it is highly recommended as it ensures that if there are network issues, any potential loss of changes will be kept to just a single language. If a save isn't completed between changing languages, when the template is next saved, all changes to all languages will be saved. 
    • Discarding the current edits and returning to the previously saved version can be done by choosing Back to Feedback Preferences. If edits have been made, you will be asked to confirm that you want to discard unsaved changes. Leave Page discards the edits and Go Back gives you the chance to save edits before leaving the editor.
    • If you want to discard all customisations that have been applied to this template, whether saved or not and return to the system provided template, choose Reset email. You will be asked to confirm the reset.