Customization options
Simplesat email surveys are fully customizable, so they'll always be on brand and on point. You can set up each part of your email from the Publish page:
From - The sender name. This can be your company or a person on your team.
Email - The sender email address. We recommend a real address so you'll see it when a customer replies. To change the sending domain, follow the steps in Authenticating domains for email delivery.
Subject - Keep it short and interesting.
Intro text - The content above the question. A good place to greet your customer and explain why they're getting a survey.
Outro text - The content after the question. Add a signature or links back to your website or help center.
Design template - Choose from a variety of pre-built templates.
On a multilingual survey, you can write the From, Subject, Intro, and Outro separately for each language.
Send surveys in multiple languages
If your survey is multilingual, you can localize the whole email, not just the survey landing page. The Subject, From name, Intro, and Outro can all match the language your customer reads.
To set this up:
Open a multilingual survey and go to Publish.
Fill in the Subject and From for your default language.
Use the language dropdown at the top to pick another language. Switching the language updates every email field at once.
Fill in the Subject and From for that language. Optionally add an Intro and Outro.
Click Save to update all languages.
Repeat for each language you want to send.
The language dropdown lists every language set up on your survey, including inactive ones, so you can prepare content ahead of time.
Subject and From are required to send in a language other than your default. Intro and Outro are optional.
If a required field (Subject or From) is missing for a language, the entire email is sent in your default language instead.
How a recipient's language is decided
When a survey email goes out, Simplesat picks the language in this order:
The language requested when the survey is sent.
The customer's saved language.
Your survey's default language.
Localized sending happens once a customer has a saved language. Customer language is set by syncing from an integration, importing it by CSV, or automatically when a customer answers a survey in a specific language. If a customer has no language yet, they'll receive the email in your survey's default language.
Use customer and company placeholders
Simplesat lets you add customer and company placeholders to your intro, outro, and subject lines.
Field | Variable | Fallback |
Customer first name |
| there |
Company |
| your company |
Team member first name |
| your agent |
Ticket ID |
| (no fallback) |
Ticket subject |
| Subject unknown |
Event-based surveys are triggered by a ticket in your helpdesk, so they can also pull in the team member and ticket details that aren't available on one-off or ongoing sends.
Insert variables from the toolbar above any Intro or Outro editor - Simplesat only lists the ones available for your survey type. To use a placeholder in the Subject type it in exactly as shown in the table.
If a placeholder has no value, Simplesat shows fallback text instead. For example, "Hey {{ first_name }}!" becomes "Hey there!"
Your account already has defaults set up. To change the fallback text for a survey, reach out to Simplesat support and we'll be happy to help.
Send a test email
Click Send test email to send a test to the email address on your Simplesat account. The test content is exactly what your customers will see, and you can click the ratings in the test to preview your landing page settings.
On a multilingual survey, you can send a test in any of your configured languages, including inactive ones.
Test sends show whatever content exists for the language you pick, with no fallback. So a test can look different from a live send, which does fall back to your default language when required fields are missing.
Clicks from test emails add real ratings to your Simplesat account, so be sure to delete them afterward.
FAQs
Why did my customer get the email in the default language instead of theirs?
Either the customer has no saved language yet, or a required field (Subject or From) was missing for their language. In both cases Simplesat falls back to your survey's default language.
What if a customer's language could match more than one of my survey languages?
If a language could match more than one variant (for example a general Chinese setting against both Chinese (China) and Chinese (Hong Kong)), Simplesat sends in the default language rather than guessing.
Why is my subject line getting cut off?
Some email clients like Gmail shorten long subject lines. Languages that use longer characters, such as Chinese, Japanese, and Korean, can be cut off sooner than you'd expect. Keep subjects short.
Can I report on which language each email was sent in?
No. Reporting doesn't currently include the language each email was sent in.