Once logged in to Customer Thermometer head to Thermometers > Add new Thermometer > Within a helpdesk ticket > Basic HTML
This will then open up your Thermometer Builder where you can create your survey and thank you pages.
The Question
This section of the builder is where you can choose the design of your survey including naming your Thermometer, adding your question and selecting your survey icons or uploading your own bespoke icons. The below video will demo all the customization which can be achieved in this section.
Connect your survey
In order for identifiable data about your recipients and senders to display within your reporting area, you first need to capture it. This would be done at the point that the email is sent, by including merge fields/variables from LiveAgent within the Thermometer code.
The most common LiveAgent variables are shown below for you, however, you can add more if you wish.
We have some suggested LiveAgent variables / objects below for easy cutting and pasting:
Contact (client’s) first name: {$firstRecipientFirstName}
Contact (client’s) last name: {$firstRecipientLastName}
Contact (client’s) email address: {$firstRecipientEmail}
The agent (or user’s) full name as one string: {$agentName}
The agent (or user’s) first name: {$agentFirstName}
The agent (or user’s) last name: {$agentLastName}
The conversation (ticket) id: {$conversationId}
The conversation (ticket) code: {$conversationCode}
These variables will capture the corresponding pieces of identifiable data from LiveAgent and present them alongside the recipient's feedback rating within your reporting.
Response options
In your Connect your survey area, you have additional response options. Here you can choose whether to enable a lockout and set your email alert notifications.
Separate multiple email addresses with commas.
Thank you page
It’s time to get those Thank you pages looking beautiful!
See below for a step by step walkthrough:
Embedding your survey into LiveAgent
Once you've finished designing your Thermometer, the 'Give me my Thermometer' section will provide you with your finished survey to embed into LiveAgent. Click the 'Copy to clipboard' button to copy your survey HTML to embed into LiveAgent.
Navigate to the relevant template within LiveAgent. Switch to the editor’s HTML mode as shown below.
Paste your embed code into the relevant part of your LiveAgent Template:
When a template reply is sent to a LiveAgent contact, the merged variables will pull together the relevant Attributes and all identifiable feedback records will be stored in your Customer Thermometer reporting.