How do I setup text templates within Birdeye?
Birdeye's robust template management system allows you to create templates from within the account. Text templates can be utilized to send review requests, survey requests, customer experience requests and custom texts.
Note
By default, for enterprise accounts, text templates are created at an enterprise level.
CUSTOMIZING TEXT TEMPLATES
To begin, click on the 'Campaigns' tab on the left navigation rail of the dashboard. Now, click on the 'Templates' tab on the top panel. On the new page, click on the 'Create template' button under the 'Text' tab.
Once a pop-up window appears, click on the 'Text' tab next to 'Email' tab. You have the ability to create 'Custom', 'Review', 'Referral', 'Customer experience', and 'Survey' templates. In this case, we will create a review request template.
On the next screen, you can customize the four different sections of the review request text template- General, Review Request, Feedback page and Thank you page.
NOTE
In the case of Customer experience templates, in addition to the aforementioned fields, you need to customize the 'Customer experience page'.
GENERAL
The 'General' section allows you to customize the text and image of your text template. Birdeye allows you to select the image at an enterprise as well as location level. Here are the different fields you can customize in this section.
| Text message | This field allows you to add a customized text within 100 characters. You can also insert tokens to personalize the text. For this, click on the 'Add token' drop-down menu that appears under the text box and select the token you want to add. After you have used the tokens, the contact details are automatically extracted from the dashboard. If you want to include an unsubscribe text in the template, check the box below. |
| Send an image with this message | You can add an image to your text message by enabling the toggle button. By default, this customization will take place at an enterprise level and you can switch to location level by checking the box below. If you want to change the image, click on the 'Setup branding' link. To read more about setting up branding for your business, read this help center article: How do I setup branding? |
REVIEW REQUEST PAGE
In this section, you can customize the messaging, review sites and the contact us page of the review request text.
| Heading | It allows you to add a customized header to your text within 130 characters. |
| Message | In this section, you can add a customized message within 2030 characters. |
| Tokens | Enables you to personalize the 'Heading' and 'Message' by adding the contact's name, address or any other detail. You can insert tokens in the 'Heading' and 'Message' by clicking on the 'Add token' drop-down menu. After you have used the tokens, the contact details are automatically extracted from the dashboard. |
| OS Platform | This toggle button allows you to create text for iOS and Android platforms. |
| Preview | This button allows you to preview your text template at any point. |
| Review Sites | In the 'Review sites' sub-section, you can select up to three review sites where you want your customers to leave you reviews. To change the order of the sites, you can drag and drop the buttons above and arrange them in the order you want. At any point, if you wish to view the selected review site's URLs for all the locations of the business, click on the corresponding 'See URLs for all locations' button. |
| Review site button color | Allows you to customize the color of the review site buttons |
| Review site button text color | Allows you to customize the color of the text on review site buttons. |
NOTE
The list of review site options that are available in this section is being pulled in from the 'Review Monitoring' section. In case you would like to add a review site to send your customers to write reviews on, read this help center article: How do I add or delete a review site from monitoring?
In the 'Contact us' sub-section, under 'Review request page', you can configure communication for customers who may not be completely satisfied with their experience and want to write to you privately on Birdeye. You can customize the following fields in this section:
| Show 'Contact us' option | You have the option to keep this section enabled or disabled in your review request text - for this, use the toggle button. |
| Message | You can also customize the feedback request message. |
| Text on button | This text will be visible on the button. |
| Custom URL | In case you want to redirect the customer to a different site other than the default 'Feedback page' upon clicking the 'Contact us directly' button, add the URL of the destination page in the field labeled as 'Custom URL'. |
| Button color | Allows you to customize the color of the 'Contact us directly' button. |
| Button text color | Allows you to customize the color of the text on the 'Contact us directly' button. |
FEEDBACK PAGE
After customizing the 'Contact us' button, you can customize the 'Message' that shows up when the customer clicks on the 'Contact us' button. This is done on the 'Feedback Page' section.
NOTE:
Feedback submitted by the customers on this page get aggregated on the 'Reviews' page and are labeled as 'Direct feedback'. You can customize four different fields detailed under:
| Message | You can customize the feedback request message in this section and add tokens to personalize the message. |
| Show Call back option | If you wish to allow the customer to request a callback, switch on the 'Show callback option' using the toggle button. If enabled, the customer will see a message and choose whether or not they want to get a callback. |
| Message | This message shows the callback request. |
| Preview button | Click on this button if you wish to preview the page at any point. |
THANK YOU PAGE
In this section, you can customize the message that will appear on the 'Thank you page', after a customer submits feedback. You can customize three different fields detailed under:
| Heading | Allows you to add a customized heading to your 'Thank you page'. |
| Message | Allows you to add a customized 'Thank you' message. |
| Preview button | Click on this button if you wish to preview the page at any point. |
