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. |
{{questionnaire.classification_result}} |
Expands to clasification, i.e. "Negative". Returns only one topic. To be used in VoC Act ticket body, Case Alert condition must start with classification result and only then NPS and other.
|
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:
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