This article describes the use case when the email address for alerts depends on the actual customer. For example, an invitation for a survey was sent to the customer as a result of a sales activity or as a result of a contact center call.
VoC Feedback allows specifying the exact email address to which the case alert needs to be sent for a certain invite (customer response) in the import file itself.
Follow these steps to add the column to the file.
- Open the import file for the invitations
- Add a new column and give it some name. For example,
- Fill the column with the desired email address. See the example of the import file below
- Save the file
- Go to Survey Settings -> Common Settings - Alert email
- For the "Alert Email - Recipient Variable in Import File" parameter: insert name
CaseAlertTarget(case sensitive and should be the same name as from p. 2). See screenshot below as an example:
- Save the settings
Of course, these steps describe the manual way of adding this column. You might need to adjust your CRM's settings for it to generate proper import files with the recipient variable column.
For DIGI Channel survey alerts, a recipient's email address can be passed as a metadata value along with answers to a survey.
Currently, only one email address per customer (a row in the import file) is supported
After this customized file was imported, all answers which satisfy the case alert condition(s) will trigger an additional email to the address specified in the corresponding row. This means that the recipients specified in survey case alert settings or in the case alert settings themselves will receive an alert email as well. In the context of this article, this means that if a response from the customer from row #2 (
firstname.lastname@example.org) satisfies the case alert condition both
email@example.com will receive a case alert.