‎Setting Up a Triggered Email Survey Distribution

Setting Up a Triggered Email Survey Distribution

Updated

2 hours ago

Email distribution enables users to send customizable survey invitation emails to customers in real time. These distributions can be triggered immediately, scheduled for a specific time, or initiated by external events. This article focuses on how to send emails through triggered Email Survey Distribution whenever they are needed.

Business Use Cases

Post-Transaction Feedback: Businesses can automate personalized survey emails that are triggered after customer transactions. By using profile details such as name and purchase history, these emails can collect relevant feedback in a timely and personalized way.
Service Follow-Up Surveys: Businesses can automate service follow-up surveys to gather feedback after customer interactions. By leveraging profile details, such as service history or issue type, they can ensure that feedback requests are tailored to each customer’s experience, resulting in more accurate and meaningful insights.
Post-Visit Feedback Collection: Businesses can set up automated surveys to be sent after customer visits. By using profile details such as visit frequency or preferred products, they can tailor survey questions to each customer's experience, helping to collect more relevant and insightful feedback.
Loyalty Program Engagement: Businesses can automate emails to engage customers in loyalty programs, personalizing content based on profile details like loyalty tier or purchase frequency. This tailored approach encourages greater participation and helps increase customer lifetime value.

The system automates real-time survey distribution based on triggers within workflows, ensuring timely and relevant feedback collection. It dynamically personalizes emails using placeholders to provide a tailored experience for each recipient and increases participation by embedding survey questions directly within the email for easier access. Additionally, it supports automated reminders and thank-you emails to foster ongoing engagement with respondents.

Prerequisites

In order to access the Email Distribution, you must have the following View and Edit Distribution permissions at the Survey Level.

Setting Up Triggered Email Survey Distribution

Following are the steps to access Email Distribution:

Open a Survey and navigate to the Distribution tab.
Click + Create Distribution and select Email and click Create Now.
Go to Details section and and fill the email :
1. Distribution Name: Add name of the distribution.
2. Distribution Description: Add a description to the distribution.
3. Survey Type:You can choose either Standard or Conversational Surveys from the dropdown menu.
Click Next.
Distribution Email Setup:
Navigate to the "Body" section by clicking Save. A basic image and default content are automatically added. You have the ability to personalize every component, such as the Email Subject, Email Body text, Image, and Button text.
1. Subject : Add Subject manually or use AI to add subject line.
  The is an option to reword, fix spelling and grammar, make it long, make it short, modify tone (capability to modify tone to professional, relaxed, empathetic, etc.), simple language, translate (capability to translate to 150 different languages).
2. Image: You can add an image to the Email Distribution. There is the capability to Download, Preview and Delete image.
3. Body: Include the body of the email, and you can personalize the text using a rich text editor that allows for full customization of text elements.
  Text Modification
  Personalization practices increase response rates and capture customer attention: You can modify the text using the following options which are listed below:
  Size: Modify the size of the text.
  Bold: Rephrase it to be bold.
  Italic: Rephrase it to be in italics.
  Underline: Underline the texts.
  Strike Through: Strike the text.
  Add Bulleted List: Add bullets.
  Add Numbered List: Include serial numbers.
  Align: Select to align left, right and center.
  Undo: Undo the text.
  Clear Formatting: Clear any formatting on the text.
  Placeholders: Click to add default or custom fields. For personalizing the emails you also have access to add placeholders to the email text, which shall dynamically change for each recipient.
  Sprinklr AI+: You also have access to Sprinklr AI+, which assists in creating an email from scratch or improving existing email text.
  The is an option to reword, fix spelling and grammar, make it long, make it short, modify tone (capability to modify tone to professional, relaxed, empathetic, etc.), simple language, translate (capability to translate to 150 different languages).
  Select Question: Helps to select question.
4. Button Text: You can add a by clicking on Button Text option.
5. Check Insert Survey Link box to add a survey link.
6. Thank You: You can add thank you text to the option. You can customize the text using a rich text editor that allows for full customization of text elements.
7. Footer Text: You can add footer text and also add Unsubscription option. You can customize the text using a rich text editor that allows for full customization of text elements.
8. Click Next.
  Embedding a Survey Question in the Email
  You can directly include an NPS or CSAT question in the email, making it easier for recipients to access the survey.
  These inquiries enhance the email's interactivity by guiding recipients to the survey with their choices already filled in, ensuring a smooth experience.
  Note: Only the NPS and CSAT questions are supported to be embedded in the mail body.
  Preview and Test Options
  A real-time preview of how the email will look is accessible on the email builder interface to help users with their customization.
  To gain further confidence, users have the option to send a test email to assess how the email appears on a real email platform. This can be accomplished by choosing a sender account and inputting their own email address.
  Note: Placeholders are not resolved in Test Emails due to the absence of a profile. Expect "FIRST_NAME" instead of the actual name.
Thank You Email Setup:

Go to Thank you Template section to create a Thank You Email.
1. Toggle Enable or Disable Thank You Email. By default, the thank you email will be enabled.
2. Subject: You can add subject and also use Sprinklr AI to create the subject.
3. Image: You can add an image by that will suit your Thank You template.
  There is capability to Download, Preview and Delete image.
4. Body: Include the body of the Thank You email, and you can personalize the text using a rich text editor that allows for full customization of text elements. For additional customizations, you can consult the Text Modifications included in the Distribution Email.
5. Thank You text : You can add thank you text. You can customize the text using a rich text editor that allows for full customization of text elements.
  For additional customizations, you can consult the Text Modifications included in the Distribution Email.
6. Footer Text: You can add footer text and also add Unsubscription option. You can customize the text using a rich text editor that allows for full customization of text elements. For additional customizations, you can consult the Text Modifications included in the Distribution Email. You can easily add a survey link or an unsubscribe link to the email.
7. Click Send Text Email( In the preview section).
  1. Sender: Select accounts.
  2. Email: Enter email address.
  3. Click Send.
8. Click Next.
  Note: Please note that the “Survey Link” option or the button will not be included in this email.
Reminder Email Setup

Go to Reminder Template to customize the reminder email.
1. Toggle Enable to enable or disable reminder email.
2. Subject: You can add subject to the reminder template and also use Sprinklr AI to create the subject.
3. Image: You can add an image by that will suit your Reminder template.
  There is capability to Download, Preview and Delete image.
4. Body: Include the body of the Reminder email, and you can personalize the text using a rich text editor that allows for full customization of text elements. For additional customizations, you can consult the Text Modifications included in the Distribution Email.
5. Reminder text : You can add reminder text. You can customize the text using a rich text editor that allows for full customization of text elements.
  For additional customizations, you can consult the Text Modifications included in the Distribution Email.
6. Reminder Text: You can add footer text and also add Unsubscription option. You can customize the text using a rich text editor that allows for full customization of text elements. For additional customizations, you can consult the Text Modifications included in the Distribution Email. You can easily add a survey link or an unsubscribe link to the email.
7. Go to Reminder Frequency and configure how often the reminder emails will be sent to recipients who haven't responded yet.
  You can set up multiple reminder emails for recipients who have not yet responded to the survey.
  1. Repeats: You can select Daily, Weekly, Monthly(Mandatory).
  2. Repeat Every: You can set the number of days between each reminder (Mandatory).
  3. End After (Occurrences): You can define the maximum number of reminders to be sent (Mandatory).
    You can set up the frequency with which the reminder emails would be sent.
    Example: We have configured the system to send a reminder email every 3 days, with a maximum of 2 reminders per recipient.
    Note: You can change the frequency unit while setting up, they can also use the does not repeat option if they wish to send the reminder email only once.
8. Click Send Text Email( In the preview section).
  1. Sender: Select accounts.
  2. Email: Enter email address.
  3. Click Send.
9. Click Next.
Transalation Setup:

Visit the section titled Translation Details to configure translated versions of the email, allowing you to tailor the language in which recipients receive the email according to specific profile criteria. By establishing translation conditions, you can guarantee that each recipient receives the appropriate version of the email based on their profile details, including location or custom fields.
This functionality is especially beneficial for campaigns in multiple languages, ensuring that recipients receive the most pertinent content in their chosen language. Follow the steps to set up translation:
1. Click + Translation.
2. Go to Add Transaltion page and select languages from the dropdown and click Add.
  1. Click Add Language to add specific language.
3. Go to Language Condition Section( The profile level conditions will control the language in which the recipient receives the email.
  
  These translation conditions can be setup for languages in which translations are added.
  1. Language: Select the language you want to assign for the recipient.
  2. Show this language if: Create and select controlling fields. These are profile-level custom fields that are analyzed for each recipient before sending the email. The email language will be determined by these fields.
    Example: You can create a condition so that if the custom field "Location" has the value "Spain," the Spanish version of the email will be sent. If no match is found, the email will be sent in the base language of the survey.
  3. Operator: Select the operator.
  4. Value: Add a value.
    Multiple conditions can be added. Click Configure Transalation to edit the template.
4. Editing the Translated Text: The Email Body, Reminder, and Thank You sections will be automatically included in the chosen language.
  1. If Auto Translate was enabled, all email components will be auto translated into the chosen language.
  2. For example, if French is selected, the main email, Thank You, and Reminder emails will be translated. Otherwise, they will remain in the base language.
  3. You can review and modify translations for each text component of the email, including:
    1. Email Subject
    2. Email Body Text
    3. Button Text
  4. You can also replace images if necessary. For instance, you might include a French logo in place of an English logo.
5. Click Next.
Sending Trigger Based Emails:

After you have prepared your email content, thank you or reminder messages, settings, and survey, you can move on to the ‘Schedule’ page to dispatch emails to your customers.
1. Type: Select Trigger Based from the dropdown.
2. Sender Account: Select the email account through which you want to send the emails. To add an account:
  Navigate to CFM Persona App → Global Settings → Accounts → Add Account → Choose ‘Email Marketing’.
  Note: The "Email Marketing" account type is supported for Email Distribution. The "Email" account type is not supported.
3. Link Expiry Details:
  1. Start Date and Time: You can select a start date and time.
  2. Expiration Type: Select the expiration type from the dropdown.
    1. Static: Set a fixed expiration date and time, after which the survey link will no longer be accessible.
    2. Dynamic: Set a fixed expiration date and time, after which the survey link will no longer be accessible.
      Choose the value for Expires After and specify the hours or days.
  3. Limit submissions per respondent: You can adjust the limit on submissions for each respondent. Choose the maximum number of submissions permitted and also toggle to reset the limit after a specified time period.
    Example: Adjust the limit to "a value" on a daily, weekly, or monthly schedule.
  4. Distribution Tagging: You have the ability to set up custom tags for reporting associated with this distribution. You can select the custom field and its value. Each custom field you create will result in a new column appearing in the Responses Tab and click Done.
Create Workflows

After clicking Done from a Trigger-Based Distribution, you will be asked to set up a workflow, either immediately or at a later time. You can initiate this by selecting Create Workflow. Please consult the Workflows articles for further guidance.
Note: Establishing a workflow right away is not mandatory, and workflows can be developed separately from the distributions. All distributions that are based on triggers will be accessible within the workflow events.