How to edit Email Settings and SMS Configurations

The Email Settings can be edited when designing the Survey, in the General section. 

Email Settings: Enter the subject text here. You can include optional merge fields using the double curly brackets, For example “Hello {{Name}}, How was your recent experience with support ticket {{ticketRef}}“. You can also use any custom keys from userSessionVariables that are used when triggering a survey.

Email Body: Type your email body content here, the content will be added above the survey question element. You can include optional merge fields using the double curly brackets, For example “Can you please give us some feedback about the support ticket you raised? {{TicketSubject}}“. You can also use any custom keys from userSessionVariables that are used when triggering a survey.

Email Footer: The footer message will be added below the survey question element. You can include optional merge fields using the double curly brackets, For example “If you want to the progress of you tickets, please head over to <a href=”puzzel.com/support”>Support</a>“. You can also use any custom keys from userSessionVariables that are used when triggering a survey.

Sender Id: Please enter from email address here.

The options that are available to you from the double curly brackets button are as follows:

• name
• ClientReference
• ConsumerEmail
• ConsumerPhone
• ConsumerChannel

These variables are sourced from Puzzel Case Management, meaning that the relevant information needs to be stored in Puzzel Case Management for them to be populated accordingly. 

Any variables that are set from IVR/PCM/ or any channel integration when the survey is triggered can be used including the ones listed above. For convenience we have listed a few common variables, but depending on your specific setup, more variables can be inserted.   

The SMS information can be edited when designing the Survey, in the General section. 

1. SMS Intro: An optional introduction text added at the beginning before survey link.
2. SMS Footer: An optional message text added below the survey link or first element when 2-way SMS survey is sent.

Use the double curly brackets button to the right of the input fields to choose one of the following merge fields to populate in your introduction text and/or SMS footer:

• name
• ClientReference
• ConsumerEmail
• ConsumerPhone
• ConsumerChannel

These variables are sourced from Puzzel Case Management, meaning that the relevant information needs to be stored in Puzzel Case Management for them to be populated accordingly. 

Any variables that are set from IVR/PCM/ or any channel integration when the survey is triggered can be used including the ones listed above. For convenience we have listed a few common variables, but depending on your specific setup, more variables can be inserted. Consult with support for information on what variables may be available in your specific setup.    

Customising Sender Id

To Customise the Sender Id, choose from the available options based on your specific use case as shown below.

SERVICE_DEFAULTS -  If you do not wish to customise the sender id for your survey, then use 'SERVICE_DEFAULTS', this ensures that the SMS platform sets a valid originator.

ALPHANUMERIC -  If you choose to send a link to the survey, you may configure with 'ALPHANUMERIC' or 'INTERNATIONAL' sender id type to show a brand name or your company number for example. Please note that you will not be able to use the survey for 2-way SMS if you set 'ALPHANUMERIC'.

You may need to register Sender Id depending on your country. Please consult Puzzel support for more information. Ensure the Sender id is 3 - 11 characters and without special characters, just a-z A-Z 0-9

INTERNATIONAL - If you choose to send a survey as a 2-way SMS to allow the recipient to reply back to the questions and  you also you want to configure a different number for this survey then use 'INTERNATIONAL', otherwise 'SERVICE_DEFAULTS' is sufficient to ensure 2-way SMS is supported for your survey.

Ensure the numbers used here are provisioned by Puzzel for each country where relevant and Sender id is 3 - 15 digits and starts with +