Review email

In short: With the review email, you ask satisfied customers for a review after a ticket has been handled. You write one template (subject and text) and then send it in a batch to candidates. aishaa chooses the candidates itself: every completed email conversation with a satisfaction score of 7 or higher. Sending never happens automatically; you start every batch yourself.

Where to find this

Go to Organisation > Channels > Review Email. The page is called Review Email and has two tabs: Configuration and Review Email Candidates.

Who: writing and testing the template is possible from the Team lead role. Reviewing, ignoring and sending candidates is possible from the Agent role. The setting applies per organisation.

Requirement: collecting customer satisfaction is switched on

The review email only works if the Collect customer satisfaction and review-email candidates switch is on under Organisation > General. If it is off, aishaa no longer calculates satisfaction scores, no new candidates are added and no review emails are started. Existing history is kept.

If the switch is off, the Review Email page shows the message Review email collection is disabled with the explanation Enable customer satisfaction and review-email collection in General Settings to view candidates and send review emails. If you switch it off while a batch is running, that batch is cancelled.

Configuration tab: the template

1. Enter a Subject (required, maximum 78 characters). Without a subject you see Subject is required.
2. Write the text of the review request in the editor. You can use formatting and images in the text; separate attachments are not possible and no signature is added. So put your sender details and the link to your review page in the text itself.
3. Click Save.
4. Click Test to send the template to your own email address. You see Test email sent successfully to (your address).

In the text you can use two placeholders that aishaa fills in for each customer when sending. You insert them via the Variables menu in the editor toolbar:

The Configuration tab under Organisation > Channels > Review Email, with the Subject field, the text editor and the Save and Test buttons.

Who becomes a candidate

A ticket becomes a candidate for a review email if all of these conditions are met:

• It is an email ticket with a customer address.
• The ticket is set to Answered or Closed.
• No review email has been sent for this ticket yet and it has not been ignored.
• aishaa has given the conversation a satisfaction score of 7 or higher (scale 1 to 10). aishaa calculates that score as soon as the ticket is closed, automatically or by a colleague. See Customer satisfaction score.

For each email address, aishaa only shows the most recent candidate ticket, so a customer never receives two review requests at the same time.

A colleague cannot mark a customer as a candidate themselves. Nothing is asked when a ticket is closed; aishaa assesses the conversation and determines whether it was a customer conversation. Automatic notifications, suppliers, marketing and internal mail do not get a score and so never become candidates.

Review Email Candidates tab

The tab has the explanation Quickly send review requests to eligible customers.

The Review Email Candidates tab with the batch panel (progress bar, Processed, Sent, Ignored and Errors counters, Stop button) and the list of candidates with the Ticket #, Email, Satisfaction Score and Actions columns.

The list of candidates

If there are no candidates, the tab shows No candidates found with the explanation There are currently no tickets eligible for a review email. With Refresh you reload the list.

Send in a batch

At the top of the list are three buttons:

After starting, you see The review email batch has started. and the batch panel appears at the top with a progress bar and the counters Processed (x of y), Sent, Ignored and Errors. The panel updates live. The status of the batch goes through: waiting to start, being sent, and then completed, completed with errors, cancelled or failed.

With Stop you cancel a running batch. You see The batch will stop after the current item.: the email being sent at that moment still goes out; the rest does not.

For each candidate, the following happens:

• If there is no customer address (any more), the ticket counts as Ignored.
• Otherwise aishaa sends the template from the organisation’s default mailbox (or the mailbox the ticket came in on) and the ticket counts as Sent. The ticket is then no longer a candidate.
• If sending fails, it counts under Errors; the batch continues with the next candidate.

Good to know

• aishaa never sends a review email on its own. Every send starts with Send review email, Send Selected or Send all pending.
• An ignored or sent candidate does not come back in the list, not even if the ticket is later reopened and closed again.
• The review email only works for email tickets. There are no candidates for WhatsApp conversations.
• If you empty the template, sending remains possible but the customer receives an almost empty message. So always check the template with Test first.
• Editing the Configuration tab requires the Team lead role; only reviewing candidates and sending is possible from the Agent role.
• If you want to approach a customer with a lower score anyway, you cannot do so via this page; only tickets with a score of 7 or higher are candidates.

Related

• General organisation settings
• Customer satisfaction score
• Customer satisfaction when closing a ticket
• Ticket statuses and lifecycle
• Email setup: the options at a glance