Social Rapid Response email templates

Reporting > Action > Rapid Response > Social Reviews

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

Social Rapid Response email templates are sent manually from the Responses Form report, similar to Rapid Response emails, but to respond to social media reviews.The emails are based on templates where the contents are populated when composing the message. Templates allow different email formats for the different social sources they can be applied to. The Social reviews screen lists and manages the custom Social Rapid Response email templates for the company.

For more information, see Templates.

See Respond to Social feedback for details on sources that allow responding within Medallia Experience Cloud.

Important: Rapid response is superseded by Feedback responses.

Social Rapid Response email idioms

You cannot create or edit Social Rapid Response email templates in HTML; Plain text only is the only option available for Content type. When creating a new email template for Social 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 email sent to respondents

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

Social Rapid Response button and template list

When clicking the Respond button on the Responses Form report, and if the social review comes from Facebook Reviews, Google or Twitter, 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.

Important: The Respond button only appears when Respond to Social feedback is enabled. For more information, see Response methods.

When users click Respond, they must select an email 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 social source, condition the email template using the Social Media source fields (a_social_media_source_enum or q_socialmedia_mediasource) with these values:
  • Facebook Reviews: 40
  • Google: 19
  • Instagram: 48
  • LinkedIn: 52
  • Twitter: 8
  • Choice: 25
  • Marriot: 31
  • HR block: 37
  • IHG: 38
For example, to create email templates to be presented only when responding to Facebook Reviews, the condition could be a_social_media_source_enum=40.

Social Rapid Response email template conditioned to be sent only for Facebook Reviews.

Tip: Each social source has a different character limit for responses, which appears at the bottom of the text box when composing the message. Be sure to respect each source restriction when creating the different email templates.

Social Rapid Response email tags

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

  • $OVERALL_SCORE_WITH_SOCIAL_MEDIA$ — The score of a social media survey record, normalized to a an integer from 0 to 100.

  • $OVERALL_SCORE_WITH_SOCIAL_MEDIA_0_5$ — The score of the social media survey record normalized to a fractional value from 0.0 to 5.0.

  • $OVERALL_SCORE_WITH_SOCIAL_MEDIA_5_BUCKETS$ — The score of a social media survey record normalized to an integer in from 1 to 5.

  • $OVERALL_SCORE_WITH_SOCIAL_MEDIA_NATIVE$ — The original, un-normalized overall score for a survey or a social media review.