How to notify by email, SMS, and URL using post-response actions.
Let’s see how to notify by email, SMS, and URL using post-response actions. In the Actions tab of your campaign, create a new scenario and give it a name.
As an example, we will notify the customer service team as soon as a detractor respondent is identified through our NPS question.
In the IF step, choose the page, then select the response corresponding to the NPS question.
Email notification
In the THEN step, select the “Notify by email” action. Indicate the recipient of the email, either from an email address you enter manually or directly from the value of an email-type attribute.
In our example, we want to notify our customer service team. We therefore choose the first option since the contact email does not vary depending on the respondent.
You can choose to send the email immediately or after a delay (in days or hours). In this example, we are sending the email immediately.
Select the email template to use. You can preview the email.
If needed, you can also edit the template to customize it. In the template editor, you will see variables enclosed in brackets, which will automatically be replaced by the attribute values you specify in “custom values.” You can also create a new template if necessary.
Enter the attributes corresponding to the variables in the template, then validate.
SMS notification
As with email notification, you can use the value of an attribute of type phone number, or directly enter a number. Choose the phone prefix corresponding to the country of your number.
Then, choose whether the sending should be immediate (as soon as a detractor is identified) or delayed.
Finally, select or create an SMS template. It can also contain variables to personalize the message.
URL notification
You can also notify a URL to enrich third-party tools. To determine which URL to use, we recommend contacting your technical support team first to ensure optimal integration of notifications.
Once you have the correct URL, simply enter it and validate.
You now know how to use notifications through post-response actions.
SMS sending regulations
In accordance with current regulations, sending marketing SMS messages is not permitted on Sundays and public holidays.
Outside of these restrictions, SMS messages must be sent within specific time slots:
- Monday to Friday from 8:00 AM to 8:00 PM
- Saturday from 10:00 AM to 8:00 PM