A trigger email can be customized with a plain text or with a html template email. You can customize it as per your preference.

Table of contents:


In this section, you will get to know all about the trigger email.

  • Why do you use a trigger email
  • Where to set up a trigger email

Why do you use a trigger email:

Trigger email is basically a notification email. You can create a trigger email to be sent to a Manager of a department or a Data Analyst who analyses the NPS scores of your customers. 

It can be used after the creation of the record or after the mutation of the record or to send an email with the answers of a respondent to the manager of the department and so on.

Where to set up a trigger email:

A trigger e-mail can be set up in the data garden, in the section Creating records or in the section Mutating Records on the Rules tab. Whenever a specific condition within the data set of a particular project is met, this notification e-mail is triggered and sent (hence the word trigger e-mail). 

Creating records – The trigger email to be sent after the creation of the record in the database can be created in this section.

Mutating records – The trigger email after the mutation of the record. i.e. If you want to send a trigger for the already created record in the database when it goes through a update (Respondent status from New to completed) then the trigger email is sent since the record got mutated.

If a manager would proactively like to know whenever a particularly low or high score is being awarded by a respondent, then you can create a trigger email here.

Customizing the trigger email template

The email can be set up as a plain text e-mail, but you can also use HTML/CSS to match your company's look and feel.

The first thing you need do is to copy the html code and paste it in the HTML/CSS editor tab. Next, click back to the Editor View tab.

You can now customize the texts to create an email that contains all information you want. 

You also choose which data from the data garden you would like to include. You can use background variables that are available. 

You can include the answers from the questionnaire. This dynamic information is added with the field picker (the FP button) which can be found on the right corner of the Editor view screen.

The example showed in this article is for the Trigger email which is used for Low Net Promoter Score.

When new feedback is submitted and a low NPS (0 to 6 - Detractors) is given, an e-mail is automatically sent.  

If you want to receive this e-mail or if a manager of the specific department would like to receive it then you have to enter the e-mail address, in the field TO, by that specific e-mail address.

In the trigger template, You will see the top area which can be customized by using your company logo and information about what the trigger email is about and the Result area where you can add the Fieldpicker (Question page) of the NPS score. 

Next is the summary part where you can add the KPI page / Open comment page / Root cause page and so on. So you can see not just the NPS score but also in the open comment page you can see why the respondent has given that score and for which category / Product.

Finally on the last area you can add the links to the Privacy statement, Disclaimer and also your company logo at the bottom right corner.