How do I setup a review request email template?
Birdeye offers businesses a template management system that allows them to create intuitive templates for campaigns and automation within their accounts. A 'review request email' and a 'review request text' template are available within your Birdeye account by default.
To learn more about creating text templates within Birdeye, read this help center article: How do I set up text templates within Birdeye?
NOTE:
All the templates are created at an enterprise level for multi-location businesses.
Creating Review Request Email Template
Click the 'Campaigns' tab in the left navigation rail. Then, select the 'Templates' tab on the top panel.
Once on the 'Templates' page, you can view the template types (Text and Email). Since we are creating a ‘review request email template,’ go to the 'Email' tab and click the 'Create template' button.
This opens a pop-up window that allows you to select a template type. To begin, select the 'Reviews’ option.
You can customize the entire template according to your business needs. You can customize five sections of your review request email template: 'General,' ‘Header branding,’ ‘Review request email,’ 'Feedback page,' and 'Thank you page.'
The template name is set to 'Review request email' by default. To customize it, click on the pencil icon and make the changes.
General
The 'General' section allows you to customize the subject line of your email, show and hide replies to the email, and set an email signature.
NOTE:
You can personalize the ‘Email subject line’ and ‘Signature’ by adding tokens. Simply click the ‘Personalize’ button beneath each field and choose the desired token to include.
| Email Subject line | By default, the email subject line is set to ‘Hey Contact, How was your experience with Business Name?’ Edit the subject line to set a new subject line. |
| Show and hide replies | Toggle the switch to show and hide replies from customers to this email as incoming messages in the Birdeye Inbox. |
| Add token | Tokens are used to personalize email templates. The tokens fetch the location's name, phone number, custom fields, or other relevant details automatically and add those details to the review request email. |
Header Branding
This section allows you to customize the branding of your email campaign template, which will show how your email and landing page headers will appear. You can also edit this by clicking ‘Setup Branding.’
NOTE:
As a business owner, you can setup different branding options for different locations within your Birdeye account. To learn more about 'Setup Branding', read the help center article: How do I setup branding?
Review Request Email
This section allows you to customize the messaging, review sites, and the contact us page of the review request email.
| Preview | Allows you to preview your email at any point. |
| Text editor and Custom HTML | Customize the email text by editing the text as well as by embedding the HTML code. |
| Heading | Add a customized header line to your email within 130 characters. |
| Message | Add a customized message within 2030 characters. |
| Add token | Personalize the email header and message by adding the contact's name, address, custom fields, or other information. Tokens automatically fetch the contact information from your account and add it to the email template. |
| Review Sites | Select up to four review sites where you want your customers to leave reviews. To change the order of the sites, you can drag and drop the buttons and arrange them in the order you prefer. 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 | Customize the color of the review site buttons |
| Review site button text color | Customize the color of the text on review site buttons. |
NOTE
The list of review site options available in this section is pulled from the 'Review Monitoring' section. If you would like to add a review site, read this help center article: How do I add or delete a review site from monitoring?
In the 'Contact us' sub-section, 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 and hide the 'Contact us’ option | Keep this section enabled or disabled in your review request email by toggling the switch. |
| Message | Customize the feedback request message. |
| Text on button | This text will be visible on the button. |
| Custom URL | If you want to redirect the customer to a site other than the default 'Feedback page,' when clicking the 'Contact us directly' button, add the URL of the destination page in the field. |
| Button color | Customize the color of the 'Contact us directly' button. |
| Button text color | Customize the color of the text on the 'Contact us directly' button. |
NOTE
A feedback message received through the 'Contact Us' functionality is aggregated within the reviews tab as 'Direct Feedback'. To know more about 'Direct Feedback', read this help center article: What is 'Direct Feedback' within Birdeye?
Feedback Page
After customizing the 'Contact us' button, you can customize the 'Message' that shows up after a customer clicks on the 'Contact us' button. This is done on the 'Feedback Page' section.
You can customize four different fields:
| Message | Customize the feedback request message in this section and add tokens to personalize the message. |
| Show and hide the callback option | Enable the 'Show callback option' button if you want to allow the customer to request a callback. If enabled, the customer will view a message and choose whether or not to be contacted. |
| Message | This message will be visible to the customer and shows the callback request. |
| Preview button | Click this button if you want to preview the page at any point. |
Thank You Page
In this section, you can customize the message that appears on the 'Thank you page' after a customer submits feedback.
You can customize three different fields:
| Heading | Add a customized heading to your ‘Thank you page.’ |
| Message | Add a customized 'Thank you' message. |
| Preview button | Click on this button if you wish to preview the page at any point. |
Once your template setup is complete, scroll to the top and click ‘Save’ to apply the changes.
