Organization Settings
To access the organization's settings page, select "Settings" from the main organization menu:
Layout Tabs
Use the Settings page for configuring important overall settings for each organization. Use the Tab to switch between three different settings for:
- Name & logo
- Customer Conversation - Email Template
- Customer Conversation - Customer Web Form Template
Name & Logo
Set the organization name and optionally upload a logo. We recommend uploading a logo so it can appear in emails and templates. When creating templates, the organization's logo will be used as the default image. However, you can override this by uploading additional images or logos for each template. See templates
Delete Organization
Select "Delete Organization" if you are 100% certain that you want to delete it. This action cannot be undone once you have completed the confirmation form by typing the organization name in full.
Once the deletion has been confirmed, all data associated with the organization will also be deleted. This includes all templates and all customer ratings, all customer conversations and it will also remove the organization from other team members' organization list.
Customer Conversation - Email Template
When one of your customers has submitted a rating, it will appear in the Ratings Received report. If they have provided their email address, you can write a reply to them - this starts the Customer Conversation.
Use this template to set the wording for the email that is sent to the customer when you reply. Just fill in the fields marked with the green stripe (see image below).
Email Variables
Note the following variables can be used in the template text:
| Variable | Value |
|---|---|
| <username> | Your user name |
| <orgname>> | The organization name |
| <templatename> | The name of the template used to create the survey used by the customer |
| <replytext> | Your reply text - this is embedded inside the email to the customer |
...these variables are automatically replaced with actual values when the email is sent.
Click the 'Preview' button to see what your template will look like in the email.
Example email
Notice how the variable template fields have their values automatically replaced in the email body.
More on the Customer Conversation here
Customer Conversation - Customer Form Template
Once you have sent a reply to the customer via email, they can continue the conversation with you by selecting the link in the email. Once the link is selected, the customer is shown a web form that lays out the entire conversation including their original ratings response and comment, along with any responses that you have sent. Use these configuration settings to specify the wording the customer will see on the web form:
Click the 'Preview' button to see what your web form will look like to the customer - something like this below...
This web form provides a quick and easy way for the customer to continue the conversation with you if they wish. They can simply type their reply message and hit the 'Send reply' button. Their message is appended to the conversation and can then be read in the Rating Received report.
More information on the Customer Conversation processing can be found here