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Ask Anywhere touchpoint - Create URLs with metadata
To be able to survey your customers with an Ask Anywhere touchpoint, you need an URL so they can open the survey. This URL can be put behind a QR code, included in an e-mail footer, ... . It's totally up to you!
IN THIS ARTICLE
1. Taking a look at the basic URL
This is an example of a survey via an Ask Anywhere touchpoint
link: https://hc-demo.survey.hellocustomer.com/NL/dec7d23d-ee8b-49a2-b931-b21f9e14eef8/3b0c2371-71e8-4ed3-b1ea-da87685790bc
Note:
If you want the URL to display the survey in a specific language, you can add the ISO 639-1 code of the language after the "survey.hellocustomer.com/" part of the URL.
For example:
- survey.hellocustomer.com/NL will display a Dutch survey
- survey.hellocustomer.com/EN will display an English survey
- survey.hellocustomer.com/DE will display a German survey
Important:
The language you want to use in the URL must be selected in the Touchpoint Settings and set up in the Survey Settings in order to be shown!
Where can you find the URL?
Option 2:
2. Including extra data in the URL
There are two ways to include metadata in an Ask Anywhere touchpoint:
- Send extra metadata along with your URL, for which you can find details further in this article
- Add extra metadata questions to your survey (read all about it in this article)
IMPORTANT It is not possible to combine both methods to include metadata in the same ask anywhere touchpoint
IMPORTANT Metadata that's added to the URL will automatically be masked once the survey is opened by the respondent. This way respondents will not see any of the collected metadata.
You can add various types of data to your touchpoint URL. This data will be visible on the platform as personal data (any information on a person) or metadata (additional side information). This is similar to uploading data with respondents to an Email Touchpoint.
There is only one limit: The URL cannot be longer than 2000 characters (although this depends on the browser).
Adding queries to a URL:
To add extra data to your URL, you will need to use a query. This is done by using the question mark symbol (?) at the end of the link. If you want to use multiple queries, you will need to connect them with an ampersand symbol (&).
For example:
Here, the first name of the respondent is added as metadata (?entry.respondent.firstname=john).
https://hc-demo.survey.hellocustomer.com/NL/...?entry.respondent.firstname=john
Here, the first name of the respondent is added as metadata together with its last name by using the ampersand (?entry.respondent.firstname=john&entry.respondent.lastname=wayne)
https://hc-demo.survey.hellocustomer.com/NL/...?entry.respondent.firstname=john&entry.respondent.lastname=wayne
IMPORTANT To add a + symbol in a query parameter URL, you need to URL encode it using %2B . The + symbol is a reserved character in URLs and is used to represent a space. Therefore, when you want to use the + symbol as a literal character in a URL, you need to encode it.For example, if you want to add the email address name+1@mail.com in your url, it would look like this:https://hc-demo.survey.hellocustomer.com/NL/...?entry.respondent.email=mail%2B@gmail.com
Possible strings to add extra data in URL:
| entry.respondent.firstname= NAME | Sends FirstName with the feedback when the survey is completed. |
| entry.respondent.lastname= LASTNAME | Sends LastName with the feedback when the survey is completed. |
| entry.respondent.email= EMAILADDRESS | Sends Email Address so that the respondent can be contacted via the platform after the feedback is posted. |
| entry.metadata[ FILTER]=VALUE | Sends any metadata with the feedback. The FILTER is the name of metadata filter that will be visible in the analysis and conversations pages . The VALUE is the value for this particular respondent. For example: entry.metadata[store]=Brussels. |
IMPORTANT: If you want to use a teams filter, make sure that you also fill out the teams filter in your touchpoint settings. Want to know more? Read this article
3. Linking a score in a custom survey
If you have created a custom survey, it is possible to link its scores to redirect the respondent to the Hello Customer survey template when clicked.
When the respondent clicks a score on your custom survey, they will be redirected to the hello customer survey with the clicked score already highlighted.
The link in the example below will redirect a client that has clicked score 4 to a touchpoint survey with the 4 already highlighted.
https://hc-demo.survey.hellocustomer.com/NL/...?entry.score=4
Using a custom survey also allows for some extra customization in the email itself, instead of using regular 'score boxes' you could use emojis, pictures,... to let clients submit their score.
| entry.score= VALUE | Directs the respondent to a survey with this specific value already highlighted. |
4. Previewing the URL
When you just want to preview without actually storing the score and feedback, you can use the Preview function in the Survey Template.
The preview survey will have the ?entry.isPreview=true attached to it. This query means it is a test version. You can test the survey with this url, without polluting your data, since the answer you submit in the test version will not be saved.
| entry.isPreview=true | Shows the survey without saving score or feedback (test-mode) |