The feedback request SMS is should generally be sent after an event and allows you to send a message to your customers informing them that they have received a feedback survey in their email.
In order to start defining this SMS message, click on the “Add” button next to the “Feedback Request” label inside the SMS messages screen (see Figure 387). The following screen will be displayed.
Figure 388: Defining feedback request SMS (step 1/2)
This contains two fields:
Message Text – field for defining the contents of the SMS message which can be used in combination with merge fields to further customize the message for each user
For example: you can define a message such as displayed in Figure 388 where you can address each user by his first name by inserting %%First_Name%% merge field; you can also enter information such as “We have sent you our feedback survey. It is available at::” and then add the feedback URL merge field (%%Feedback_Survey%%) so that the customer would receive reminder and URL to the survey in the SMS message
Note: the maximum number of characters which can be defined is 160; this limit applies to the SMS with the values extracted from the merge fields, not the merge fields itself; in other words if you put %%First_Name%%merge field, the limit will apply to the person’s name e.g. John; therefore it is recommended to keep the SMS as short as possible because if they become longer than the limit they will not be sent
Merge Fields – as discussed above, the merge fields are used for further customizing the contents of the SMS message so that each customer would be addressed by his first or last name; these fields are also used for entering specific event related information for the customer such as starting date, event location, event name, etc; in order to insert i.e. apply a desired merge field double click it inside this list and it will appear inside the “Message Text” area
After defining the SMS message click on the “Create” button and the following screen will be displayed.
Figure 389: Defining feedback request SMS (step 2/2)
The last step in defining feedback request SMS is choosing the timing for sending the SMS. Choose the desired option form the pull down menu (e.g. “Last Session”).