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Case alert email customization example and supported placeholders

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Yan Mosyagin
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Here's the list of supported variables within the case alert email body:

Variable Description
{{questionnaire.customer_id}} Customer ID of the customer who answered the survey.
{{questionnaire.address}} Address of the customer: either an email or a phone number.
{{questionnaire.id}} ID of the questionnaire where the case alert condition was met for one of the answers.
{{questionnaire.state}} State of the questionnaire where the case alert condition was met for one of the answers.
{{survey.id}} Channel ID of the survey where the case alert condition was met for one of the answers.
{{survey.name}}

Expands to the survey name to which the customer was invited to and whose response triggered the alert.
{{unit.name}}

Expands to the unit name of the survey to which the customer was invited to and whose response triggered the alert.
{{questionnaire.responses_with_questions_title}} Expands to list of question titles with answers to the survey. 
{{questionnaire.responses_with_questions_external_id}}

Expands to list of question External IDs with answers to the survey. 
{{ questionnaire | meta:"IMPORT_COLUMN" }}

Expands to the contents of the column for the given customer in the original import file

Please see this part of "Email template setup" article for more information.
{question_answer_via_q_ext_id_{External_ID}}

Expands to the answer to the question that has External ID specified in curly braces.

Note: for WEB channel. 
{question_answer_via_q_title_{Question_Title}}

Expands to the answer to the question with the Title specified in curly braces.

Note: for WEB channel. 
{{ questionnaire | answer_with_external_id:"External_ID"}}

Expands to the answer to the question that has External ID specified in quotation marks.

Note: for DIGI and SMS.
{{ questionnaire | answer_with_title:"Question_Title" }}

Expands to the answer to the question with the Title specified in quotation marks.

Note: for DIGI and SMS.
{{case_alert.name}}

Expands to the name of the triggered Case Alert.
{{survey.channel}}

Expands to the channel name (WEB, SMS, IVR, DIGI).
{{survey.state}}

Expands to the survey state (i.e. "Active").
{{questionnaire.invite_time}}

Expands to invitation time in a format YYYY-MM-DD hh:mm:ss.
{{questionnaire.creation_time}}

Expands to creation time in a format YYYY-MM-DD hh:mm:ss.
{{questionnaire.start_time}}

Expands to start time in a format YYYY-MM-DD hh:mm:ss.
{{questionnaire.end_time}}

Expands to end time in a format YYYY-MM-DD hh:mm:ss.
{{questionnaire.import_id}}

Expands to import ID, i.e. "2310"
{{questionnaire.language_code}} Expands to language code, i.e. "EN" for English.

 

Example

This is the HTML code for the example layout where all of these variables are used:

<!DOCTYPE HTML>
<html>
<head>
<style>
.content {
padding-left: 40px;
}
.header {
color: grey;
font-size: 60px;
padding: 40px;
}
</style>
</head>
<body>
<div class="header">
Case Alert!
</div>
<div class="content">
<p>
<b>Customer ID:</b> {{questionnaire.customer_id}}
</p>
<p>
<b>Address:</b> {{questionnaire.address}}
</p>
<p>
<b>Questionnaire ID:</b> {{questionnaire.id}}
</p>
<p>
<b>Questions (by title):</b> <br> {{questionnaire.responses_with_questions_title}}
</p>
</div>
</body>
</html>

Which results in the case alert which looks similar to this:

casealertexample.JPG

 

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