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Integrating with other systems

Customer Thermometer works as a survey plugin with 40+ different systems and apps.

We hear of new systems on an almost daily basis and work hard to ensure customers can use the service, regardless of whether we have a formal integration published.

How to tell if Customer Thermometer can work with your system

At its most basic level, our survey consists of 4 icons with a unique link attached to each one. These are generated as a small block of HTML code OR a set of links and images.

If you are looking to embed our surveys within your 3rd party system to track feedback, following an event, you will need to ensure that:

  • The system can generate HTML emails to recipients, based on a workflow
  • The system uses dynamic variables, to provide identifiable feedback

Both of these elements are explained in more detail below, to help you diagnose whether your system would be compatible with Customer Thermometer.

Identifying HTML email templates

HTML emails are typically sent from a system using pre-defined email templates stored within an admin area. In rare cases, these are hard coded, but the principle is the same.

They are normally created and edited in one of two ways.

1. Using a source code HTML editor – where HTML code can be pasted directly into the template. There’s an example below.

2. Using a WYSIWYG editor, where you would add images and links manually. Example below:

If you are able to access and create HTML email templates, let’s look at the second requirement.

Identifying dynamic variables

Customer Thermometer aims to provide identifiable responses within your reporting – so that you can take action on the feedback you receive.

To do this, we rely on dynamic variables – also called merge fields / tags / variables / placeholders and many other terms.

Your system will almost certainly have these available within its email templates function. It allows you to personalize emails to recipients. You will no doubt be familiar with the following type of email:

Dear David,

Your ticket number #44235 has been resolved by Tina.

Thank you for contacting the team.

Many thanks,
Josh.

Each of the fields in amber will have been generated dynamically by the email template. The actual template in the editor will look something like this:

Dear {first_name},

Your ticket number #{ticket} has been resolved by {agent_name}.

Thank you for contacting the team.

Many thanks,
{sign_off}

Every system is different, and key to making this work is identifying the correct syntax for these merge fields for your system. These fields will then need to be added during the Thermometer set-up process.

Once you’ve established you have access to your system’s email template(s) and you are familiar with your dynamic fields – you can then move to the next section.

Creating Thermometers within your system

Having established how your system builds its email templates, you will either need to create a block of HTML code to insert your Thermometer into the email OR you’ll need to create a set of links and images and insert them all manually.

Both options are straight forward to work with.

Create your Embedded Thermometer

Follow the instructions on our Embedded Thermometer creation page.

When asked to choose your Embedded Thermometer type, either select “Basic Links” OR Basic HTML” from the drop down (depending on your system’s editor):

Generate your Thermometer

Once you’ve created your Embedded Thermometer and its associated Landing pages, you will then need to generate the HTML code or links as required.

To do this, click on the “Generate embed code” button at the top of the Thermometer page:

You’ll see a popup. Here, it’s time to add the dynamic HTML tags you identified earlier:

Customize the boxes as required – by adding your system’s tags in the boxes. You can add up to 10 additional custom fields – for example account manager name, location, product ID etc… whatever is appropriate for your usage.

Click “Generate HTML” (for Basic HTML) OR “Generate Hyperlinks” (for Basic Links) when you’ve finished adding your variables.

Add the Thermometer to your system

Once the code or links have been generated, copy and paste the elements into the relevant email template in your system and test in a sandbox or closed environment.

Need additional help?

If you’ve followed the advice above and still need additional help, please do get in touch with the team. We can arrange a screenshare to help you identify the two elements above and get you up and running.

Updated on June 13, 2018

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