Survey Settings - Common Settings

Overview

Common Settings tab allows specifying basic Survey Settings that are shared across all surveys in a survey group and aren't channel-specific.

Alert email

Also known as Case Alert emails. Those are sent in case certain conditions are triggered against specific Questions in the Survey. For more information about Case Alert emails, please see this article.

Detailed settings information

Alert Email - Subject

Allows specifying a subject for the Case Alert email.

Alert Email - Body

Allows specifying the main HTML body for the Case Alert email contents. Please note that plain text emails are not currently supported.

For more information on how to set up a Case Alert email, please see this article.

Alert Email - Recipient(s) Email Address

Allows specifying a list of emails to send the Reminder email to by default (in Global Settings) or on the per-survey basis (when overridden in channel-specific settings). This list complements the list of emails specified when creating the case alert condition in the Global Settings.

You can specify multiple emails by clicking the Add button next to the email list.

Alert Email - Recipient Variable in Import File

Allows to specify a column to look for an address in the import file for Case Alert email on per-customer basis. For more information, please see this article.

Whitelist

Additional email-related options:

Detailed settings information 

Addresses whitelisted

Allows specifying which addresses (email addresses or phone numbers) should be excluded from the Quarantine checks. If the address is specified in this list and then is used in the import files, the Quarantine rules for this address will not be applied.

This also allows inviting the same address multiple times in the same import file.

For more information about Quarantine and how it works please see this article.

Email Address for Bounce Emails

Allows specifying the email address to use when the email invite is bounced.

For more information about the bounce email address and how VoC Feedback handles this field, please see this article about SPF.

For more information about bounce messages, please see this Wikipedia article.

The new logic for bounced emails added and will be available in the 11.14.0 release

All bounced emails visible in the "Customers" tab, such as questionnaires for whom the invitation wasn't delivered by email (bounced messages - for more info check the links higher), get the "Invite not delivered" state.

There is an opportunity to extract such records from the survey using the "Export" functionality.
For this activity, you just need to use the "Blacklisted" type of exporter. 

Once the export is done, you will be an opportunity to see the "Customer_ID", "Address", "Type", "Blacklisted date" and "Last interaction" columns.

• "Customer_ID" - the unique identifier of the client which is used for the import process.
• "Address" - email address where the invitation must be sent.
• "Type" - there are two types "Blacklisted" and "Unreachable". In case when we need information about "Bounced emails", the "Unreachable" state exactly what we need.
• "Blacklisted Date" - the date related to the "Blacklisted" questionnaires, and the time stamp when they were blacklisted.
• "Last Interaction" - the date when the last time when the system interacted with the record.

Common options

Common Survey options

Detailed settings information

Quarantine period (in days)

Available only in Global Settings.

Allows specifying the default Quarantine period. This amount of days is used for Quarantine rules which are created automatically when a new Survey is created.

Survey expiration (in days)

Allows specifying the Survey expiration date by default (in Global Settings) or on the per-survey basis (when overridden in channel-specific settings).

Currently, the Survey expiration amount in days is capped internally to 90 days.
In case you specify a value of > 90 days, it will be redefined internally to 90 days. 

Started survey expiration (in days)

Allows specifying the Survey expiration period for questionnaires in Started state. Started survey expiration setting overrides Survey expiration setting in the following way:

Let's say you have Survey expiration set to 30 days, and Started survey expiration - to 3 days. With such configuration, all questionnaires in created/invited states will expire in 30 days from the moment of import, but questionnaires in started state will expire in 3 days after they acquired this state.

VoC ACT

Allows setting up VoC ACT ticket preferences for alerts.

For more information on how to establish VoC Feedback -> VoC ACT integration, please see this article.

Detailed settings information

Enabled

An option to choose whether VoC ACT tickets should be created for alerted questionnaires in the survey or not.

Ticket Subject

Allows specifying a subject for the VoC ACT ticket.

Ticket Message Body

Allows specifying the main HTML body for the VoC ACT ticket contents. Ticket message supports the same placeholders as Alert Email templates and can be configured in the same fashion.

For more information on how to set up a Case Alert email, please see the Alert Email section of this article.

Fields

Allows defining what questionnaire data is to be passed along with the VoC ACT ticket:

• Field Name is the name of the field that should be transferred to the VoC ACT ticket. Each Field Name specified should match the relevant field in VoC ACT Ticket Fields.
• Type is the type of the column the data will be derived from. Available options are System and Meta;
• Column is the name of the column the questionnaire data will be derived from. Please make sure to include the exact case-sensitive column headers as they were imported for the first time to VoC Feedback.