Email Feedback Collector Touchpoint

Email feedback collector enables you to connect with your customers so they can provide feedback and share their thought and perception about the product, service or experience they received from your organization. Send email feedback request by uploading your list in the dashboard or utilize the API integration to send email feedback request after a transaction.

[Note] You need admin access to create or edit email feedback collector. Reach out to your Press’nXPress admin user if needed.

Add Email Touchpoint

1. From top select Manage.
2. From left menu select Touchpoints.
3. In the first step will define the location of touchpoint, name and the collector type.
4. Click Add Touchpoint button to create a new touchpoint.
   
5. Select Branch
6. Select Section
7. Select the Language of the touchpoint. The language sets the question and details of touchpoint to selected language.
8. Add a recognizable Name to the touchpoint for future updates. This name is shown on the dashboard when checking the results.
9. Choose Email as feedback collector and click Next
10. Select a Question from the list. If you need assistance with the question contact support@ pxp.ai.
11. [Optional-Why-Dissatisfied] Add [Why Category] (/docs/how-to-guides/ask-why-category-config "Why Category") to a Touchpoint for Dissatisfied response (Meh and Sad).
    1. Enable "Dissatisfied Why"
    2. Enter the Title that should show up to the user after they responded with yellow and red smiley buttons. e.g. "Let us know more" or "What can be improved"
    3. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
12. [Optional-Why-Satisfied] Add [Why Category] (/docs/how-to-guides/ask-why-category-config "Why Category") to a Touchpoint for Satisfied response (Happy)
    1. Enable "Satisfied Why"
    2. Enter the Title that should show up to the user after they responded with the green button. e.g. "Let us know more" or "What did you like the most".
    3. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
13. Click Next
14. Set the Expiry Days. Anytime a feedback request email is sent from this touchpoint, the link sent to contact will expire after "SendDate+ExpiryDays". [Note]You can send a new email feedback request to the same contact only if the previous link has expired.
15. [Optional-Reminder] Configure to send an automated reminder to contacts who have not responded to the email and the ExpiryDate is not passed.
    1. Enable the Reminder to set the First Reminder. You can update the number of days that should pass (min is 7 days) before First Reminder is sent.
    2. It is possible to configure sending "Second Reminder" to contacts who have not responded after the first reminder. Enable Second Reminder. You can update the number of days for Second Reminder (min is 14 days).
16. [Optional-Promotional-link] Typically you will enable this feature for satisfied (Happy) responses
    1. Add Title: The message that will be displayed to the customer
    2. Add Link: Add the link to the other platform that you want to direct the user. e.g Your business google review page
    3. Add Link label: This is the label for the link and the user will see e.g. Click here
17. Click Next
18. Add Your Organization Name. This name will be used in the email header and footer.
19. Click the checkbox Use Logo to show the logo in the email.
20. Set the Subject of email.
21. Set the main Content of email.
22. Set the Footer of email.
23. Add your company's privacy link to Privacy Policy URL
24. Click the Save button.

Update Email Touchpoint

Some configurations are not changeable after initial setup. Section, Language, Expiry Days and Reminders cannot be changed. If you need to make changes to these, contact support@ pxp.ai.

1. From top select Manage.
2. From left menu select Touchpoints.
3. Find an existing touchpoint from the list, click the Edit button located in Manage.
4. Update the config setting.
5. Click the Save button.