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Web Messages: Notifications, Survey and Feedback

Notification

notification_list[1]

  1. Total Views:Total views gives the total count of unique impressions of a web notification shown to all users. Multiple views shown to the same user are also account for in total views.
  2. Unique Views: These give the count of total unique clicks on a notification for all users.
  3. Total Clicks: Total Clicks gives the tab on total unique clicks on a notification for all users.
  4. CTR: One can calculate CTR by dividing total clicks by unique views.

Create Notification

  1. Box: An absolutely positioned box with rich HTML content. Choose from four different UI positions – top (left/right) and bottom (left/right). Ideal for all kinds of marketing promotions, product discovery, targeted offers, etc.
  2. Classic: Rich HTML notification that allows you to embed images, hyperlinks, videos, hyperlink etc. in description. Align bottom left or right. Used cases involve site-wide or category /product level offers, new product launches, event based messaging, etc.
  3. Banner: An image only layout with a close icon. You can add an optional single line caption as well. All images formats are supported. Ideal for creating display ads like rich promotions, showing messages when creative takes the precedence.
  4. Sticky Header: Single line message with standard formatting and a call-to-action. Choose from a wide range of behaviors such as push down or fixed positions. Best for personalized messaging for logged-in users, announcement on feature updates, etc.
  5. Callout: A speech bubble on your site with a callout, that points to a link, image or any other section on your site. Choose your callout position/direction. Ideal for pointing to new links, images, sections on your site to announce a new feature, product or catalog.
  6. Mobile Sticky Header: Only specific to the mobile and tablet devices. Single line message with basic formatting with basic formatting and call to action. Can be used site-wide or category/product level offers/announcements, new product launches etc.
  7. Modal (lightbox): Page blocking lightbox for your website. Add rich HTML content Use overlay options and apply theme to the content area. Works great with our leave intent targeting to pop some content to user exiting your site.
  8. Mobile Sticky Footer: An absolutely professional footer for your mobile site. Add an icon/image, multi-line text with call to action link. Showcase new features and product launches, display personalized messages, run deal-of-the day, etc.
  9. Sticky Footer: An absolutely positioned footer for your site. Add an icon, image, title and description. Standard formatting available. Good for site with latest content /offer/deals, checkout page specific orders, etc.

Stats and Reports

Stats and reports

Survey

survey_list

  1. Displayed: These are count of unique impressions of a web survey campaign but may not be actually attempted or completed.
  2. Attempted: A survey is considered to be attempted when the user answers a few or all questions of the survey, but does not submit it.
  3. Completed: A survey is considered completed when a user clicks on the submit button. However, a completed survey does not mean that the user has answered every question asked in the survey. It only means that at least one question has been answered.
  4. Response Rate: Response rate is the ratio of surveys completed to surveys displayed.

Survey Edit

  1. Edit your survey line: This section of the WebEngage tool allows the survey designer to make edits to the survey headline.
  2. Select your preferred language: Using this segment, one can select a preferred language from within the multiple options given.survey_edit[1]

Questionnaire

This section allows the user to create a tailored questionnaire to attach with the survey.

Targeting

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Within the edit section of the Survey, one can define various sections to describe which people should be targeted and when.

  1. Page URL: This section specifies the URL of the page on which the survey is to be shown. One can choose to put more than one URL.
  2. What you see is what you target: https://www.youtube.com/watch?v=_ggXoCJDjRA WYSIWYT (pronounced as /ˈwɪz.i.wɪT/) is a new way to push messages on your website based on dynamic rules. For example, let’s say you wanted to push a notification on your site only to signed-in users. Using WYSIWYT, you can open your site in a visual editor (inside the browser) and help WebEngage identify how to find if a user is signed-in – it could be as easy as locating a placeholder for, say, “My Account” or the “Logout” link on your site. Once you save the placeholder – for users, when WebEngage could find those placeholders (meaning the user is currently signed-in), a pre-configured notification/survey would pop.
  3. Number of pages viewed by a visitor in a session: This section gives the count of the number of pages viewed by a visitor in a single session.
  4. Cookie: This lets you target a user based on cookie parameter value. 
  5. Custom Rules: You can specify conditions based on your own business data. You need to pass the data using Javascript API.
  6. Leave intent targeting: This feature enables you to show the notification to visitors who are about to leave your website. Webengage tracks the mouse movement to detect leave intent. The notification is triggered as the visitor moves the cursor towards the close button or to any other tab.
  7. Time delay on a page: This is the amount of time, in seconds, WebEngage would wait once a visitor has landed on a page before popping the web notification. To keep the browsing experience intact and pleasant, we recommend a delay time of atleast 5 seconds.
  8. Total time spent on your site by a visitor in a session: Minimum time spent by a visitor in a session to show the notification. A new session starts when a visitor opens the browser and visits the first page on your site and it ends when the browser is closed.
  9. Time of Day: This section allows the survey-designer to choose the time of the day during which the survey is shown on the website. If specified, this notification would appear between the specified time ranges. Time is based on the chosen timezone (of the survey-designer) in 24 hours format and is applicable for all days.
  10. Scroll: The scroll option allows the survey-designer to choose where a survey will be shown in case of a single-page website.
  11. Custom Event: These are user action-based events set to trigger a survey.

Appearance

survey_appearance[1]

  1. Layout Name: WebEngage provides four different kinds of Layouts for surveys: on-site classic, on-site modal, mobile modal and off-site classic. Using the layout name, one can choose which layout for their survey.
  2. Survey Widget width: Select the alignment of website survey and control where it would appear on the website.
  3. Choose Themes: Using this section, a WebEngage user can choose from a number of pre-designed themes or create a custom theme by editing the css.

Activate

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  1. Setup conversion tracking: Track effectiveness of campaign by selecting a goal associated with the website survey campaign. A new goal can be created by associating rules based on web page visit or select survey fill.
  2. Start/End Dates for the Survey:Selected survey can be scheduled to run or pause at a predefined date/time.
  3. Enter Maximum Limit: Max no. of times a survey should be shown to a user. Specific targeting and frequency of impressions are critical for improving conversions.

Feedback

Feedback Inbox

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  1. Customize Feedback Widget: The Customize Feedback widget allows the creator to set the size of the feedback widget. If the size is left unset, the feedback screen occupies the whole screen and thus, blocks the full screen.
  2. Feedback Routing: Feedback Routing refers to the process of channelizing a particular message to a particular set of people who own that category.
  3. Email Templates: Whenever a feedback is received, two kinds of emails are sent: first, an email called an acknowledgement email reaches the user to tell him that his feedback has been received. The second is a reply template which is sent to a feedback submitter in case the team wants to contact them regarding their feedback. This section allows the feedback designer to edit these two kind of emails.
  4. White Label: White Labeling is the process by which a WebEngage client can use the WebEngage without showing WebEngage anywhere on its webpage. In general, white label branding is a manufacturing and marketing practice in which a product or service is produced by one company and then re-branded by another company to make it appear to be their own.
  5. feedback_inbox_2[1]

  6. Feedback Inbox
    1. All: Just like gmail, WebEngage also has a section where all the feedback is available. This includes read, unread, resolved and unresolved feedback.
    2. Read: Read feedback is one which has already been read by the team but on which action is pending.
    3. Unread: Unread feedback includes the feedback which has not been read by the team yet.
    4. Resolved: Resolved feedback includes feedback which has been read and resolved (i.e. some action has been taken on it).
    5. Unresolved: Unresolved feedback includes feedback that has been read but no action has been taken on it so far.

Customize: Button

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Check “Auto-generate, a feedback button on site” to automatically generate a feedback tab on your site. Go ahead and customize the tab to match your site’s look and feel! You can use the feedback widget without displaying the feedback tab on your site. WebEngage can bind existing links/html-elements on your site to open/close the feedback window. “Show the feedback window upon click of a link or an HTML element” option is for such use cases. Check that option and specify ID attribute of element that you want to bind with the feedback window on. For more than one element, please separate the IDs using comma.

  1. Choose your text: This section is used to give a title to the feedback tab. In simpler terms, with this one can decide what text will appear on the Feedback tab.
  2. Text color: One can choose the color of the text by using this section.
  3. Background Color: With this section, the feedback designer can choose the color of the feedback tab.
  4. Border Color: With this, feedback designer can decide the color of the border of the feedback tab.
  5. Advanced Options: There are two options in this section: drop shadow for the text allows you to customize text. Second, display WebEngage icon on the tab, which is always marked selected, shows the feedback fillers that the feedback form has been designed using WebEngage.
  6. Feedback tab assignment: This can be used to align the tab either left or right.

Customize: Categories

Categories are an easy way to manage your incoming feedback emails. By default, your categories are shown to the user in a drop-down to choose from. If you wish to disable showing categories in your feedback form, you can do so by modifying settings for the Feedback settings. You can add/modify categories to something that fits your application e.g. “Checkout related issues”, “UI bugs”, “Client testimonial”, “An idea for mywebsite.com”, etc. Default category, if chosen, is pre-selected in category dropdown when a user opens the feedback form.

Customize: Fields

  • feedback_widget_fields[1]

    WebEngage, by default, adds 4 fields to your feedback form – Name, Email, Category and Message. You can change the label, visibility on UI and order of these fields below. Custom fields, once added, can be changed in order along with the system fields. You can also make these fields category specific by clicking on the settings icon against each of them.1. Name: This gives the name of the person who has submitted the feedback.2. Email: This section provides the email address of the person submitting the feedback.3. Category: The default categories given in a WebEngage feedback form are: general feedback, technical/support customer query, billing inquiries/interface/ usability related issues, sales/pricing related query, jobs and hiring and ideas for us.

    4. Message: This section provides the phone number of the person giving feedback.5. Click to automatically attach a screenshot of this page: When you choose this option, the feedback form will received with automatically contain a screenshot of the page.

    Customize: Thank You Message

    This feature allows you to add a thank you message to your Feedback form.

    Feedback Thank you tool

    Customize: Styling

    Feedback Styling

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