Rapid Response emails

Reporting > Action > Rapid Response > Emails

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

Rapid Response emails are manual templates sent from the Responses Feed and Responses Form report. The emails are based on templates where the contents are populated when authoring the message. Templates allow different email formats for different surveys. The Emails screen lists and manages the custom Rapid Response email templates for the company.

For more information, see Templates.

Important: Rapid response is superseded by Feedback responses.

Email idioms

The first time you open any Rapid Response email template, you are prompted to provide email signature information, which is then saved with your user's account. When previewing a Rapid Response template, users without a signature might receive an error indicating that a signature is required.

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 underscores in the email template to allow users to personalize the email sent to respondents.

Tip: To avoid the $ sign be treated as a variable, escape it using \$ .

Response button and template list

Clicking Respond on the response form shows the available templates you can choose from to answer respondents.

For more information, see Respond to feedback.

Email tags

The Rapid Response email templates have variables that tell Experience Cloud where to insert information when the email is created. These are some of the tags typically used in Rapid Response emails:

  • $UNIT_NAME$ — Unit name.
  • $FIRSTNAME$ — Respondent's first name.
  • $LASTNAME$ — Respondent's 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 information, note that:

  • 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 (e_firstname and e_lastname), the $FIRSTNAME$ and $LASTNAME$ tags appear to the user as asterisks in the template, but show the respondent'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, respondent's replies to Rapid Response emails might not be added to the Activity Log of records.

For more information, see Sensitive data.

User-formatting response emails

To allow users to format a Rapid Response email, create the template with a Content Type of Plain text and html. As part of the HTML Body property, include the $MARKUP_BODY$ tag. This tag enables a markup editor for the user when the template is opened as a Rapid Response, as shown in the following image:

Markup tools for the user

Important: This feature is available upon request. Ask your Medallia expert to file a Feature activation request with Medallia Support.

With the editor, users can format these aspects of the email body:

  • Bold text.
  • Italic text.
  • Paragraph formats.
  • Unordered and ordered lists.
  • Text as hyperlinks.