Customizing Escalation Email Content

Modified on: Wed, 14 Aug, 2019 at 10:54 AM



Content of system generated escalation emails can be modified to include most fields in your data feed.


The subject lines of the escalation emails can also include custom fields to enable you to quickly sort through emails and forward to relevant people.






To modify contents of the escalation emails and more information, please contact your Customer Success Manager.


Typical screen from client setup. Field names are in [[ ]].


Additional information:

Additional data can be added to alerts as noted in the list below:



Customer Number

[[number_customer]]

Customer Email

[[email]]

Telephone

[[sms_telephone]]

Name

[[first_name]] [[last_name]]

Person Salutation

[[salutation]]

Job Position

[[job_position]]

Job Level

[[job_level]]

Language

[[language]]

Company number 

[[company_number]]

Company 

[[company]]

Company Revenue

[[company_revenue]]

Company Revenue Cluster

[[company_revenue_cluster]]

Agent Name 

[[agent_name]]

Agent Email Contact

[[agent_email]]

Country

[[country.value]]

State

[[state]]

Area

[[area]]

City

[[city]]

Division

[[division.name]]

Currency 

[[currency]]

NPS Format 

[[nps_format]]

Number Order

[[number_order]]

Rand Value

[[order_value]]

Date Order

[[date_order]]

SKU ID

[[product_code]]

Flight

[[flight_name]]

Segment A

[[segment_a]]

Segment B

[[segment_b]]

Customer NPS Score

[[q1]]

Customer Comments

[[comment]]

Survey Completed Date

[[date_form_completed]]

Date Email Sent

[[email_sent_date]]

 Followup Requested

 [[answer_required]]

Followup Details

[[followup_details]]

Driver List

[[selfselect_list]]

Manual Tags list

[[manualtags_List]]

Workflow History

[[workflow_history]]

Workflow Last Status

[[workflow_last_status]]

Additional Question 1

[[additional_question_1]]

Additional Question 2 (etc)

[[additional_question_2]]


 



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