Permission: These settings are available for Survey Administrators.
The delivery of your Revinate Surveys and all of your survey-related email communication to your guests is managed through the Email Settings. This tool allows you to establish the delivery preferences for your Survey Invite Emails and Thank You Emails.
To supplement these tools, you can also send Reminder Emails to encourage guests to provide their feedback if they miss your initial Survey Invitation email. In addition, you can now further customize your 'Thank You' email delivery settings to respond according to the type of feedback the guest provides in their review.
Your Email Settings are located at the Surveys tab:
The Email Center will open a new page with three modules and a setting at the top to identify your timezone for the delivery of emails.
On the right side of each module, you will notice 4 action commands.
- Turn On/Off-> Activates or deactivates the delivery of your emails.
- Edit -> Opens a pop-up to edit your email text.
- Preview-> Allows you to send a test-invite email to yourself. You can select the email in another language if you have translated your emails in the Multilingual features.
- Translate-> Opens a pop-up to translate the email text if you have Multilingual features activated.
To begin composing your emails, go to either your Invite, Reminder, or Thank You Email module and click “Edit”. For each email, it will open a pop-up in which you can compose the text of the email. Please be aware that you can only create a maximum of two Reminder Emails and 20 Thank You Emails
Upon clicking "Edit", a pop-up will open where you can compose the body of your email. Your Invitation, Thank You and Reminder Emails all share the same style of editing and delivery.
The first form provides a line to customize the name of the email. This is an internal name that is not guest-facing and will only be seen by your team.
As you create more and more emails you can name and organize them appropriately. For example, you can have one Thank You email for positive 4 and 5-star reviews, which you might name “Positive Reviews” and a separate Thank You email for negative reviews which you might name “Negative Reviews.”
Second, you can customize the subject line and body of the email. You will notice links at the top of the form for Merge Tags. These merge tags essentially pull the different fields from your guest list upload and input them into the survey for each guest, so you can personalize the emails to address each guest. Click here to learn more about merge tags.
Lastly, each of your emails will have their own unique delivery preferences. Use these tools to identify when you want each email delivered.
The Invitation Email will be delivered according to the checkout date of your guest. Only one Invitation Email can be sent to a guest. You can also set a restriction to not email the same guest multiple times during a blocked time period.
Your Reminder Emails are meant to be used as a supplement to your invitation email. We deliver them according to time after the guest’s invitation email is delivered. If a guest misses your initial survey invitation, this reminder email could catch their eye for a second chance to provide a review.
*For Surveys with no TripAdvisor or Google Publishing (known as internal surveys), guests will not receive a reminder if they have submitted their survey before the time period selected for a reminder email to go out.
**For Surveys with TripAdvisor or Google publishing turned on, guests will not receive a reminder email if the guest filled out the first page of the survey and clicked 'next', but decided not to fill out the review (TripAdvisor or Google) section of the survey.
Your Thank You emails can be customized based upon the guest feedback you receive from the guest. For example, you can have different messages for guests who have return positive ratings versus those who have given negative ratings. If you subscribe to our On-Site Surveys product, you can also tailor thank you emails to be sent for those guest surveys.
You can also create different versions of your Thank you email for specific answers to particular questions.
Below each module, you will notice a button to add additional versions for you Reminder or Thank You Emails. You can only create 2 Reminder Emails and 20 Thank you emails.
As a best practice, you should always test your emails before delivering them to your guests. On the right of each email, you will notice a command to "Preview" that email. Clicking on this command will open a pop-up where you can send yourself a preview of the emails you have created. If you have created an email in another language, you will have the ability to send yourself that email as well.
Once you have received your preview email and checked it, go back to the Email and click “Turn on” to begin the delivery of your Surveys!