Personalized communication is key to customer satisfaction, and it’s now easier than ever with Success Message Groups. This feature gives your team greater flexibility in customizing the automatic acknowledgements for different scenarios. By defining specific message groups and assigning them to relevant topics, you can tailor responses based on context or audience, enhancing engagement and customer delight.
To view existing templates, or create a new Success Message, navigate to Settings > Account Setup > Success Messages.
Creating Success Messages
Create a new Success Message by clicking Add Messages.
From here, select the topic(s) to associate the Success Message with, then customize each of the following message types:
On-Screen Confirmation Messages — appears on screen after a Customer has submitted a Ticket:
- Standard Customers
- Hidden Customers
- Anonymous Customers
Thank You Email — sent to a Customer who has provided an email address after submitting a Ticket:
- Standard Customers
- Hidden Customers
Features to Explore
- Toggle between Card View and List View when viewing Success Messages.
- Quickly scan each of the message types by clicking the right and left arrows when viewing a success message.
- Copy, Delete, or assign a Default Success Message by clicking the ellipsis at the top right corner of the success message.
- Sort and/or filter messages by:
- Alphabetical
- Created By
- Date Created
- Last Updated
- Translated Languages
Translating Success Messages
Easily toggle from Messages to Translation within Success Messages to translate your messaging. Select a Success Message from the dropdown and add translated content to match it. Use auto-translation to translate your content with the click of a button!
How to Translate Success Messages
- From the Success Messages tab, click Translate
- Select the message you would like to translate from the drop-down menu (ex. "Greeting")
- Click on the message(s) you wish to translate.
- Check the box next to the message (Confirmation or Email) and customer type (Standard, Anonymous, Hidden). You can also click Select All, and this will allow you to translate all content for this Success Message.
- Select the language you would like your message to be translated to from the drop-down menu
- Click the Auto Translate button
- Click Publish Selected or Save Draft if you are not yet ready to publish these messages, but need to save your progress.
Note: Customers with Anonymous submissions will not receive Thank You messaging