Using Automations in Userback streamlines your workflow by automating tasks like setting due dates, assigning feedback to team members, sending pre-written replies for received or resolved feedback, and reopening feedback when users respond. This saves time, enhances the customer experience, and helps you gather additional insights through follow-up surveys.
📘Please note that all automations operate at the project level and must be configured separately for each individual Userback project.
Automatically Assign New Feedback and Set Due Date
Set a default user for each type of feedback to ensure it goes to the right person, enhancing response times and workflow efficiency.
Go to Project Settings and Select the Automation's Tab
Under the Default Assignee option, choose team members from the dropdown list to assign them as default assignees for different feedback types based on their roles or expertise.
Under the Due Date option, select a timeframe ranging from 1 day up to 4 weeks from the dropdown menu for each type of feedback you receive.
💡Tip: Consider enabling Email and Inbox notifications to ensure assignees are informed about new feedback assigned to them.
Reopen Feedback
Enable this option if you'd like feedback items to be reopened when the reporter responds, ensuring nothing slips through the cracks.
Reporter Notification
The Reporter Notification feature automatically sends a customizable confirmation email to users when their feedback is received
Go to Project Settings and Select the Automation's Tab.
Under 'Reporter Notifications' toggle on 'Confirmation Email'.
Click 'Edit Confirmation Email' then choose the feedback type and edit your subject and message.
Click Save Changes
To further customize your email, take advantage of the template variables located at the bottom of the email template. Simply click on a variable to insert it.
Additionally, you can use markdown syntax to include links in your email. For example:
[Visit our website](https://www.example.com)
[Contact us](mailto:help@example.com)
💡Tip: By clicking on the Preview button, you can take a quick look at your email as it would appear to the client.
Resolve and Auto-Reply
Keep your users informed by instantly notifying them when their feedback is resolved. Enhance your response by including a survey in your auto-reply to gather valuable follow-up feedback.
Go to Project Settings and Select the Automation's Tab
Under Reporter Notifications toggle on 'Auto-Reply'
Click 'Edit Auto reply' then choose the feedback type and edit your message.
Click 'Save Changes'
To further customize your email, take advantage of the template variables located at the bottom of the email template. Simply click on a variable to insert it. When using the survey option, all the surveys in your Userback Account will be displayed, allowing you to easily select the correct one.
Additionally, you can use markdown syntax to include links in your email. For example:
[Visit our website](https://www.example.com)
[Contact us](mailto:help@example.com)
💡Tip: By clicking on the Preview button, you can take a quick look at your email as it would appear to the client.
How to use Resolve and Auto-Reply
Once this feature is enabled, resolving feedback is simple. Select "Resolved & Auto-reply" from the status drop-down menu.
An Auto-reply notification will appear at the bottom left, allowing you to 'undo' if needed.
The Auto-reply is also saved as a comment on the feedback, ensuring you can easily track your user interactions.
🚨Unsubscribed Reporters
When a reporter opts out of email notifications, their unsubscribed status is shown in the Feedback details.
