Requesting Templates

The requesting templates page is connected to the settings of templates you use while collecting requested feedback. A template redirects your customers/employees to the flow.

Let’s navigate you through the requesting templates page now.

Starting from the top, you can see the number of templates divided into channels as the first thing.

The list of all requesting templates (the main table) consists of the following information:

• Name: The name usually represents the name of the campaign the template is created for.
• Type: The template type is based on the channel we are distributing the template (and flow) through.
• Group: Name of the group the requesting template is part of (empty if no group is assigned).
• Language: List of languages the template is created in.
• Last edited: Date of the last edit of the template.

If more requesting templates are created, feel free to use the search bar to find the template you need based on its name.

The option to group requesting templates is also available, and you can find more information about Requesting templates groups here.

The list of all requesting templates groups (the main table) consists of the following information:

• Name: The name usually represents the campaign the templates will be used for (call centre, technicians, retail, etc.). If more groups are created, feel free to use the search bar to find the group you need based on its name.
• Templates in groups: Number of templates added to the group.
• Last edited: Date of the last edit of the group.

You can sort both lists based on any of the parameters above.

You can proceed following changes on this page:*

• Create new Requesting templates
• Duplicate existing Requesting templates
• Adjust existing Requesting templates
• Delete existing Requesting templates
• Adjust existing Requesting templates groups

*Find out more about specific settings by clicking the section name.

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Creating a requesting template

You can start setting up the requesting template by visiting the “Requesting templates” section in Settings and clicking on the “+ Create template” button.

A new window pops up, where you fill in the following input fields:

Channel: choose from 4 options available based on the channel the template will be distributed through

• A: Email – for requests that’ll be sent via email
• B: Sms – for requests that’ll be sent via SMS (don’t support pictures)
• C: Messaging – for requests that’ll be sent via Viber or WhatsApp
• D: Universal – the general setting for any type of channel (uploaded pictures won’t be used for SMS)

⚠️ Please note you are not able to change channels afterwards.

Name: the name usually represents the campaign the requesting template is connected to (name of the team, structure entity, product, etc.)

Language: Choose the default language from the dropdown (you’ll be able to add translations afterwards)

Press the “Continue” button to set additional information. A new window pops up, which differs based on the channel selected in the first step:

Email channel

Start with adding the subject and then compose the email. Text configuration for the email offers changes of the text size, colour, alignment or even thickness and cursive. To insert a hyperlink into any part of the text, simply highlight the words you want to turn into a link. A small link icon will appear – click on it and paste the desired URL.

You can even switch text for a picture (for example, a company logo), or you can have a smaller version of the picture thanks to the upload “+ Logo” option situated in the left corner.

If you feel like it, you can also change the distribution of the text/pictures by dividing the fields horizontally or vertically.

Once done, continue with the CTA button configuration. You can change both the text and the colour of the button.

If you prefer to have the first question from the flow direction in the email template instead of the button, you can do so as well; however, only a few elements are supported (for example: NPS, CSAT, Sentiment).

SMS channel

Start with adding the text to the template. Please note SMS template can’t have any diacritical marks on letters. If you add text with diacritical marks, you can remove them by checking the checkbox. Since one SMS has a limited number of characters, the actual number is always shown in the top right corner. You can also see how many SMS will be sent.
For the SMS template to work, you must place the {{link}} placeholder anywhere in the text.

Messaging

Start with adding the title, which can be compared to the email subject or a headline. The message should include the main text, and you can configure the button’s text as well. You can’t change the colours or do any text configuration however you can add a picture which will be displayed on the top of the message. You are not limited by the number of characters here.

Universal

Start with adding the subject and title (headline) of the template. The message field should include the main text, and you can always see the number of characters (and SMS) in the top right corner. Check the box if you want to discard diacritical marks from the letters.
Regarding the button, you can configure both the text and the colour. You can also add one picture and decide where it will be placed, thanks to the dropdown options.

Valid for any channel:

If you are unsure how to compose a template, feel free to inspire yourself with our Requesting Template Library.

You can also add more language variations to the new template while creating it. Just click on the “A blocks” icon and choose the “Add new language” option. All available languages pop up, and you can check the boxes for the relevant ones. Use the “Add” option and simply write the translation to the input field. The “A blocks” icon always shows the language you are currently viewing, and you can switch between languages by clicking on its names.

If you want to check how the template you just composed looks in production, an option to preview is available for you. Once you click on the “Preview” option, you can see how the template looks on the desktop version, phone version or as an SMS or social media message.

And if you already know how Requesting Templates groups work, you can even add a template to the group while creating it. You can do so by choosing the “Add to group” option from the “context menu (three dots)“. Simply check the checkbox from the list that pops up for the relevant group and confirm your selection by the “Add” button“. And if you don’t know how the Requesting templates groups work, don’t worry and visit this section.

Once all of the above is set, use the option “Save” to save the new template or the option “Cancel” to destroy all settings and start all over again.
💡 The first template you create for each channel type is automatically marked as the default one.

Now when we successfully create a new template, let’s get it into use by setting up the Campaign triggers.

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Duplicating a requesting template

If you need to create the same Requesting template as one already in use or create a similar one, feel free to use the “Duplicate” option.

This can be done in three different ways:

1. By clicking on the “context menu (three dots)” placed at the end of the row of the template that you want to duplicate and choosing the “Duplicate” option.

2. By checking the check box placed at the beginning of the row of the template you want to duplicate and choosing the option “Duplicate” from the “Actions” dropdown.

💡 This option is better when you’d like to duplicate more than one template at once.

3. By clicking on the row where the template is placed and choosing the “Duplicate” option in the “context menu (three dots)” situated in the top right corner.

If you need to adjust the duplicated templates, visit the section Adjusting a Requesting template for more info.

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Adjusting a requesting template

When it comes to changes within Requesting templates, you can change the following:

Name of the requesting template:

This is done by clicking on the “context menu (three dots)” placed at the end of the row of template that you want to adjust and choosing the “Rename” option.

Another way is by clicking on the row where the template is placed and choosing the “Rename” option in the “context menu (three dots)” situated in the top right corner.

In both cases, a new window appears where you can simply rewrite the original name with a new one. Don’t forget to confirm the rewrite via the “Save” button.

Other than renaming a requesting template, you can adjust all values that were configured during Requesting template creation. The same process applies; you can either click on the “context menu (three dots)” placed at the end of the row of the template that you want to adjust and choosing the “Edit” option or simply click on the row of the template that you want to adjust to open the configuration

You can adjust subject, template text and its formating (color, size, alligment, etc.), pictures, however you are not able to change the type of the template (channel through which the template and flow is distributed).

Adding more language variations (translations):
Just click on the “A blocks” icon and choose the “Add new language” option. All available languages pop up, and you can check the boxes for the relevant ones. Use the “Add” option and simply write the translation to the input field. The “A blocks” icon always shows the language you are currently viewing, and you can switch between languages by clicking on its names.

If you want to check how the template you just adjusted looks like in production, option to preview is available for you. Once you click on the “Preview” option, you can see how the template looks like on desktop version, phone version or as a SMS or social media message.

Once all of the above is adjusted based on your needs, use the option “Save” to save the adjusted requesting template, or the option “Cancel” to destroy all settings and start all over again.

If the template you just adjusted has already been a part of the Campaign Trigger, new adjustments already apply.

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Deleting a requesting template

Deleting a Requesting template is a simple process that can be done in three different ways:

1. By clicking on the “context menu (three dots)” placed at the end of the row of the template that you want to delete and choose the “Delete” option.

2. By checking the check box placed at the beginning of the row of the template you want to delete and choosing the option “Delete” from the “Actions” dropdown.

💡 This option is better when you’d like to delete more than one template at once.

3. By clicking on the row where the template is placed and choosing the “Delete” option in the “context menu (three dots)” situated in the top right corner.

In any case, a new window always shows up where you must confirm your decision to delete the template(s). After your confirmation, the template will be successfully deleted.

⚠️ Please note once you delete a template that was used in the currently running campaign, it is also removed from a Campaign trigger. Therefore, no imports will be processed successfully until a new template is added to the Campaign trigger.

You are not able to restore deleted templates, so here is a guide on how to Create a new requesting template.

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Requesting templates groups

Requesting templates groups are used for grouping the Requesting templates connected to one team or campaign for a more effective search while using it.

To create a new group, there needs to be at least one Requesting template created.

You can start setting up the Requesting template groups by visiting the Requesting templates section in Settings and clicking the “+ Create group” button.
A new window pops up, where you name the group first. The name usually represents the campaign the templates are connected to (team name, structure entity, product, etc.). Since every group needs at least one template, you can add them by clicking the “+Add template” option.
A new window opens where you select relevant templates by checking the checkbox next to their name. Confirm your selection using the “Add” button and save your new group.

You can easily check the template’s text and configuration after adding it to the group by clicking on the template name. A new window will pop up where you can even change the template text and its language variations.

Check out the Requesting template group adjustments if you need to adjust anything within a created group.

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Adjusting requesting templates groups

When it comes to changes within Requesting templates groups, you can do the following:

Renaming the group:
By clicking on the row where the group is placed and replacing the original name with a new one in the “Group name” input field.
Don’t forget to confirm the change via the “Save” button.

Deleting the group:

1. By clicking on the “context menu (three dots)” placed at the end of the row of the group that you want to delete and choosing the “Delete” option.

2. By checking the check box placed at the beginning of the row of the group that you want to delete and choosing the option “Delete” from the “Actions” dropdown.
💡 This option is better when you want to delete more than one group at once.

3. By clicking on the row where the group is placed and choosing the “Delete” option in the “context menu (three dots)” situated in the top right corner.

⚠️ Please note templates used in the group won’t be deleted if you delete the group only.

Moving templates within groups:
By clicking on the row where the group you need to make the changes to is placed. Select the answers you’d like to move by checking the checkbox next to their name and select “Add to another group” in the “Action” dropdown. You’ll be asked to choose a different group (which needs to be created already) while moving the answers.

Adding templates to the group:
You have several options here:

1. By clicking on the row where the group you need to make the changes to is placed and choosing the “+Add template” option.

2. By clicking on the “context menu (three dots)” placed at the end of the row of the template you want to add and choose the “Add to group” option.

3. By checking the check box placed at the beginning of the row of the template you want to add and choosing the option “Add to group” from the “Actions” dropdown.
💡 This option is better when you’d like to add multiple templates at once.

4. By clicking on the row where the template is placed and choosing the “Add to group” option in the “context menu (three dots)” situated in the top right corner.

Removing templates from the group:
You have several options here:

1. By clicking on the row where the group you need to make the changes to is placed. Check the checkboxes next to the templates that need to be removed and select the option “Remove selected” from the “Action” dropdown.

2. By clicking on the row where the group you need to make the changes to is placed and choosing the option “Remove from group” from the “context menu (three dots)” in the row where the template is placed.

3. By clicking on the “context menu (three dots)” placed at the end of the row of the template you want to remove and choosing the “Remove from group” option.

4. By checking the check box placed at the beginning of the row of the template that you want to remove and choosing the option “Remove from group” from the “Actions” dropdown.
💡 This option is better when you want to remove multiple templates at once.

5. By clicking on the row where the template is placed and choosing the “Remove from group” option in the “context menu (three dots)” situated in the top right corner.

You’ll always be asked if you are sure about this action, and after your confirmation, the template(s) will be removed successfully.

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Requesting templates library

Creating a requesting template can sometimes be quite challenging. If you are unsure what should be mentioned in the template, you can get some inspiration from our Requesting Templates Library.

Currently, our SMS and email templates library consists of the following:
27 templates for emails for 9 most common segments
28 templates for SMS for 9 most common segments (together with the number of characters used)

All templates are available in English and Slovak. You can either use the text as it is or adjust it within your company’s tone of voice.