Conversations Rapid response email templates

Reporting > Action > Rapid Response > Conversations

Warning: This feature is deprecated and will be removed in the future. Minimal support is available.

Conversations Rapid Response templates are sent manually from the Responses Form, similar to Rapid Response emails, but to respond to feedback coming from Medallia Conversations. The emails are based on templates where the contents are populated when composing the message. Templates allow different email formats for the different conversation channels they can be applied to. The Conversations screen lists and manages the custom Conversations Rapid Response email templates for the company.

For more information, see Templates.

Important: Rapid response is superseded by Feedback responses.

Conversations Rapid Response email template idioms

You cannot create or edit Conversation in Rapid Response email templates in HTML; Plain text only is the only option available for Content type. When creating a new email template for Conversation Rapid Response emails, you can provide email signature information, which is then saved with your user's account.

Use the following tags to include information from email signatures in email templates:

  • $USER_FULLNAME$.
  • $USER_TITLE$.
  • $USER_PHONE$.
  • $USER_EMAIL$.

To personalize the email, include one or more underscores (_) to indicate places that must include text. The email is not be sent if there are two or more underscore signs altogether (interpreted as the template is incomplete and not ready to be sent out). In this example, you need to add a compliment:

Use variables in the email template to allow users to personalize the message sent to respondents.

Tip: To avoid the $ sign be treated as a variable, escape it using \$ .
Restriction: Conversation Rapid Response templates do not include a subject line nor the Preview option.

Conversations Rapid Response button and template list

When clicking the Respond button on the Responses Form report 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.

When users click Respond, they must select an messaging template to use for that email.

The templates available are determined by the template's parameters. Specifically, Experience Cloud first presents templates that have a true Condition. Additionally, Experience Cloud presents templates that have no Condition, but do have a matching Scope. If neither situation occurs, Experience Cloud presents a default template. To only present the email templates that correspond to a specific channel, condition the email template using the Invite channel type field (e_bp_mc_invite_channel_type) with these values:

  • SMS: 1.

  • Custom channel: 6.

For example, to create email templates to be presented only when responding to SMS feedback, the condition could be e_bp_mc_invite_channel_type = 1.

Conversation Rapid Response email template conditioned to be sent only for WhatsApp channel.

Conversations Rapid Response email tags

Besides the Email tags, Conversations Rapid Response email templates have their own special tags that tell Experience Cloud where to insert information connected to Conversations when the email is created. The following are some of the tags typically used in Conversations Rapid Response emails:

  • $CONVERSATION_CHANNELS_NAMES$ — Name of the Conversations channel.

  • $CONVERSATION_CHANNELS_TYPES$ — Conversations type.

  • $CONVERSATION_OFFERED_CHANNELS_NAMES$ — Name of the channel(s) the respondent is offered to take the conversation on.

  • $CONVERSATION_OFFERED_CHANNELS_TYPES$ — Type of channel(s) the respondent is offered to take the conversation on.

  • $BP_MC_CONVERSATIONS_ID$ — Conversation unique identifier.