Message templates are the basis for all notifications. They are related to specific survey category thus limiting access by permission groups like survey templates. You can even clone a message template. When a message template processes into a notification, it passes its data to the AR System email form and then the Remedy email system sends it out.
Kinetic Survey comes with some basic message templates that are a great resource for creating or cloning your own.
Timing and Message Templates
Two events cause a message template to be sent as a notification.
Pre-Survey/Invitation – includes messages sent from an integration, approvals, or reminders to complete a survey
Post-Survey/Submit – includes notifications triggered by answers on the survey when it is submitted.
Creating Message Templates
You can create new message templates one of two ways, cloning an existing template, or creating from scratch. Cloning is a great way to get all the formatting of an existing template and then make your own changes.
Example of the Message Template dialog:
The table at the top of the Message Template Manager displays templates by category, with search capabilities similar to the survey author console. Below the table are the details of the selected template.
Important fields in the details section include:
Message Template Name – required and must be unique.
Category – not required, and if left blank these message templates are available to all survey templates.
Originating Form – the menu choices are Pre-Survey Invite and Post-Survey Notification. These choices resolve into the form that the template pulls data from when constructing the final email message.
Body Text – This field contains the bulk of the email message, and you have the ability to insert data from your survey (add fields button), and links (Tags) to either a survey to be completed, information from a completed survey, or an Opt-Out link. The add fields link is the same process as adding fields to a text element. If your template is in HTML format, you can also use tags similar to the text element to enhance the formatting of your email message. The preview tab will show you approximately how the body field will look when the message is sent to a customer.
Example of a New Message Template:
There are two places to configure notifications on the Survey Author console. The first is on the ‘Notifications’ tab under the survey template details. Second is in the question dialog for the answer types, list and numeric range.
Escalations are found in the Notifications tab for the survey template.
When the qualification to an escalation is met, an email will go to the designated email address for the qualification.
Click Add to create a new escalation
Completed Escalation dialog
The Notification Name is just a descriptive name to help you define the notifications purpose. A standard notification type requires just a static email address, while a dynamic type allows you to pick a field from the survey template. The message template drop down lists all templates that have the same category as the survey template, or have a blank category. Lastly, the qualification is similar to an advanced search in Remedy, and references both the base fields for your survey template, and the possible answers.
Clicking on the ‘Add’ button for Reminders brings up the following Reminders dialog.
Example Remifers dialog:
Reminder Name is just a descriptive name, and the message template drop down is the same as for notifications. After that the remainder of the fields are concerned with scheduling the reminder, linking or chaining reminders, and setting the qualification for the reminder. You do not need to add anything to the qualification about the survey not being complete - that is included by default.
Question Based Notification
Question based notifications are only available for the answer types, list and numeric range. The main difference between this notification and an escalation or reminder is that the qualification is based on the score of the question (integer). You can have multiple notifications on a single question, perhaps for a range of scores. Just like escalations, you can have a static or dynamic email address, and choose your message template by category.
Example of List Answer Type notification:
Complete Activity 5 - Create Notifications