This type of template is designed for customers to rate service quality on a scale of 1 to 5 (this metric cannot be changed; it works in the same way as ratings within Altegio itself).
A feedback request is sent after the number of hours you specify, provided the customer’s appointment has been marked as “Customer Arrived” in the Altegio appointment log. Before generating and sending the notification, the system checks the date and time of the visit, the notification type settings, and how much time has elapsed since the end of the visit. The main requirement is that the visit must be marked as “Client Arrived.” The status must be changed no later than the notification generation interval.
For example, if the feedback request is sent in one hour and the visit ended at 11:00, the status must be changed by 11:59. If you change the status at 12:00 or later, the notification will not be generated and will not be sent to the customer. To avoid errors in generating feedback request notifications, we recommend changing the status well in advance.
You can find this type of template in the "Settings" → "Message Templates" → "Altegio" → "Post-Visit Review Request" section.
In this section, you can either create a new template by clicking the blue “Create Template” button or edit an existing one by clicking the pencil icon in the “Actions” column.
Clicking either of these buttons will open the template editing mode.
"Enter Template Name" – enter the template name in this field. For your convenience, we recommend entering a name that indicates which event the template applies to (for example, “Review Request”).
“Channel”—in this field, you select the channel on which the template will operate. If set to “Default,” the template will run across a channel cascade (read more about channel cascades in this article).
“Message Frequency”—allows you to choose how often the template will be sent to a single customer.
“"How many hours after the visit to send the message (in hours)"—a required option that determines
when the template is sent after the visit."Fixed send time (0–23)" – the review request will be sent at the specified time. If the visit time is later than this setting, the request will be sent the next day.
""Enable the menu for the channel for the user" – the main menu template #review# must be selected; otherwise, the algorithm will not work and the review will not be sent to Altegio. More details about the #review# template are provided below.
If you use online booking, you can configure a link to the review as a variable in the template text for each technician. Here’s how to do it:
- In Altegio, go to “Administration” → “Online Booking” → “Online Booking Links” and click the link in the company form.
- On the page that opens, click “Select Specialist,” then click the “i” icon next to the desired technician.
- Copy the link and paste it into the appropriate field in the template.
Template #review#
As mentioned above, the main menu template #review# must be used for the review request algorithm to work. Thanks to this template, the rating submitted by the customer is recorded in the system. You can find and edit this template in the "Settings" → "Message Templates" → "Main Menu (All Channels)" section. If you have multiple channels, you’ll also need to select the correct channel in the row above the templates.
To check the current template settings, click the pencil icon in the “Actions” column next to it. If this template does not exist, create it.
In the template settings, make sure there is no parent menu linked to it, that the option to send a review to Altegio is selected, and that the message to trigger #review# is set. If any of these settings are incorrect, the template’s functionality cannot be guaranteed.
Below, you can customize the text your customers will receive in response to a text review, a positive rating, and a negative rating.
Further down, you’ll find other settings that are important for the review algorithm to function properly.
"Send reviews to Altegio" – here you can choose which reviews to send: all, only positive ones, or none.
""Consider a rating 'bad' if it is below" – here you can choose which ratings will be considered bad. For example, if this field is set to "4," ratings of 1–3 are considered bad.
"Send a message to the Administrator" – here you can choose which reviews to send notifications about: all, only positive ones, or none.
""Channel for sending a message to the Administrator" – here you select
the channel through which to send a message to the administrator for review."Minimum number of characters in a review" – if a text review contains fewer total characters than specified in this option, the customer will receive a system warning message, and the review will not be sent. The message sent to the customer in this case cannot be changed.
"Send message to the director instead of the administrator" – the notification is sent to the director’s number instead of the administrator’s number.
"Send message to both the director and the administrator" – the notification is sent to both numbers.
"Request a text review" – when this option is enabled, the customer will be required to provide a text review after submitting a rating.
"Send the rating without a review if no review is received within 24 hours (or when the menu is closed, depending on the project option ''Close the review waiting menu after X hours' project option)"—when this option is enabled, a rating is sent without a review after a 24-hour wait (or another time period you select). You can change this time in the "Settings" → "Altegio" → "Feedback Management.
" "Count ratings without text" – if this setting is enabled, only ratings consisting solely of a number (e.g., "5") will be counted; if the rating includes any text, it will not be counted. If this setting is disabled, a number in the text will be counted as a rating. For example: “It turned out great—5 points.”