MM3/Voices Emails

Reporting > Report Helpers > Mobile > MM3/Voices Emails

Use the MM3/Voices Emails screen to configure the email templates used by Medallia Mobile and Medallia Voices when users forward responses.

The MM3/Voices Emails screen

The templates provide a framework for the email, with details added by users when they author the message. Templates allow different email formats for different surveys. For more information, see Templates.

When a user taps a Medallia Experience Cloud link to feedback on a mobile device, such as in a forwarded email, it opens in Medallia Mobile automatically. Users that do not have Medallia Mobile installed are prompted to either download the app or open Medallia Web reporting in a browser.

MM3/Voices email template idioms

You cannot edit MM3/Voices email templates in HTML. For this reason, use plain text templates for MM3/Voices emails.

  • For left-to-right languages, select Plain text only as the template Content type. If you must use HTML, choose Plain text and HTML as the template Content Type. Provide your template formatting and variables in the Plain Text Body property, and then enter only the $BODY$ variable in the HTML Body property. This causes your HTML template to use the entirety of the Plain Text Body property only.
  • For right-to-left languages, only HTML is supported. However, because Forward Response email templates perform better as plain text, you must work around the limitation. Make use of the $BODY$ variable, just as described above for left-to-right languages.

For each app (Medallia Mobile and Medallia Voices), the first time you open a MM3/Voices email template you are prompted to provide email signature information, which is then saved with your user's account. When previewing a template, users without a signature might receive an error indicating that a signature is required.

To personalize the email, include one or more underscores (_) to indicate places that must include text. For emails sent through a Medallia app, the email is not sent until all underscores are removed. For emails sent through a third-party email client, users can send the email without removing the underscores. In the following example of a template used to forward detractor responses, the sender must provide a personal note, likely context for the feedback and instruction for next steps:

Underscores in an email template

Template list when forwarding

When forwarding a response in Medallia Mobile and Medallia Voices, you are presented with a list of one or more templates to use. The names in the list are the same as the Template Name values in the template configurations. For example, the following image shows a dropdown providing the user with two template choices in Medallia Mobile:

Selecting a template in Medallia Mobile

The templates available are determined by the template's parameters. Specifically, Medallia Mobile and Medallia Voices first present templates that have a true Condition. Additionally, the apps present templates that have no Condition, but do have a matching Scope. If neither situation occurs, the apps present a default template. For more information, see Templates.

Settings properties

These properties define the general settings of MM3/Voices email templates.
Template name
Name of the template as it appears in lists of email templates. This is required.
Language
Spoken language of the template. See Language property and translations for information about this property.
Template priority
Determines the order in which the templates are evaluated when Experience Cloud searches for a template to use. Lower numbers appear at the top of the list, and are processed first.

Templates of the same type (survey, alert, Rapid Response, and user) are treated as a group, and the Template priority property determines the evaluation order within each group. Templates assigned to a unit do not use priority, since those templates are available only to that unit.

For survey emails, priorities aren't used when the email template is assigned directly by the Inviter or when the email template is selected by Unit Group.

Note: All email templates must have a condition to have a priority.
Content type
Format of the message content, either:

  • Plain text — No styling or formatting, just text. This option activates the Plain text body editor with the Plain-text properties.

  • HTML only — Uses HTML formatting and styling. This option activates the HTML body editor with the HTML properties.

  • Plain text and HTML — Message contains both formats. This option activates both editors, and sends both formats in the email message. The email application then determines which format to display.

Plain text is the most portable format and should be viewable by any email application. However, most modern email applications can render both formats.

Condition
Tells Experience Cloud when to chose this template when one is not specifically named in the Distributions, Actions, or Rapid Response emails specifications.
Important: This property does not apply to User account notifications.

When the specification does not include a named Email, Experience Cloud picks a one by testing each email, starting with the lowest Priority, in the following order:

  1. Templates with a matching Condition expression.

  2. When no Condition is present, the group selected in the Scope property.

The condition expression is often a test to see if the Unit in the survey record is associated with a specific Unit group, or if the recipient belongs to a special class or group.

Tip: To keep a template from being selected, set the Condition value to false. Similarly, to create a default template, assign a high Template priority and a Condition of true.

See Conditional expressions for detail about how to specify a condition.

In the following example, the invitation type is an E-field whose a value provided by the company. This condition is true when the value of that field is 2 or 3: e_example_invitationtype_alt in {2,3}.

Scope
Specifies when to use the template for a survey invitation or reminder, when an Email inviter is set to Based on EmailTemplate UnitGroup/ Condition. Otherwise, this scope has no meaning.

See Condition, above, for details.

Warning: This feature is deprecated and will be removed in the future. Minimal support is available.
Template type
Select one of the following templates:

  • MM3/Voices Everywhere — This is the default type of template. Medallia Mobile and Medallia Voices users forward responses or congratulate.

  • Voices - Congratulate — Use this for Congratulate actions in Medallia Voices.

  • MM3 - Congratulate — Use this for Congratulate actions in Medallia Mobile.

  • MM3 - Forward — Use this for Forward actions in Medallia Mobile.

Restriction: This feature is inactive by default. Ask your Medallia expert to file a Feature activation request with Medallia Support.
Email subject
Text of the email subject field. The Email subject line allows for conditioning, which should follow the format $if field$text$endif$. This is displayed only if the field value is non-null.
Available tags
Tags are placeholders for information from Experience Cloud or from the survey record to include in the message. The value of the tags is determined when the message is rendered. The list of available tags begins with ones appropriate for the type of email template, such as Alert-specific tags for Alert notifications, and User-specific tags for messages to Users. The rest of the list is all the A-fields in Experience Cloud.

The MM3/Voices email templates have tags that tell Medallia Mobile and Medallia Voices where to insert information when the email is created. The following are some of the tags typically used in MM3/Voices email templates:

  • $RESPONSE_URL$ — A link to the response being forwarded.
  • $UNIT_NAME$ — Unit name.
  • $FIRSTNAME$ — Customer first name.
  • $LASTNAME$ — Customer last name.
  • $USER_FULLNAME$ — User full name for signature.
  • $USER_EMAIL$ — User email address for signature.
  • $USER_TITLE$ — User title for signature.
  • $USER_PHONE$ — User phone number for signature.
Note: If data masking is enabled to protect sensitive data, note the following:
  • Sensitive data is masked in the email template with asterisks (*). While users sees asterisks in the template, the email itself shows the information. For example, if your instance masks the First name and Last name fields, the $FIRSTNAME$ and $LASTNAME$ tags appear to the user as asterisks in the template, but show the customer's first and last names in the sent email.
  • Ensure that roles needing to use Rapid Responses have the View Enhanced Responses reporting permission. Otherwise, customer replies to Rapid Response emails might not be added to the Activity Log of survey records.

For more information, see Sensitive data.

Plain-text properties

Plain text body
Message to use for plain-text emails. The text can include Tags to insert values when the message is rendered.