Overview

Template Logic allows users to display different message templates to recipients based on specified conditions. It is available in Email, SMS, and Multichannel Campaigns.

Users can configure rules using Contact Properties and Metadata to determine which template should be displayed. If none of the configured conditions are met, users can select an Otherwise show template as a fallback.

This helps teams personalize campaign communication for different recipients without creating separate campaigns for every audience.

When to use it: Use Template Logic when you want to send different messages to recipients based on their contact information or survey metadata.

Create separate templates for different customer segments or regions to make your campaign communication more relevant.

Key Use Cases

• Personalize campaign messages based on contact properties

• Display different templates based on metadata

• Create conditional communication for different customer segments

• Set a default template when no conditions match

• Reuse saved templates across campaign configurations

Using Template Logic

Access Template Logic

1. Open your survey and navigate to the Share tab.

2. Open an Email, SMS, or Multichannel Campaign.

3. Locate the template selection section.

4. Click Template Logic.

The Template Logic window opens, allowing you to configure templates and conditions.

Configure Template Logic

Inside the Template Logic window, users can define which template should be displayed when specific conditions are met.

To configure a rule:

1. Under Show this template, select the template to display when the conditions are satisfied.

2. Select the required Contact Property or Metadata.

3. Configure the condition using the available operators and values.

4. Use Add Condition to add more conditions or Add Group to combine conditions into groups.

5. Click Add another condition to configure another rule with a different template, if required.

6. Under Otherwise show, select the template to use when none of the configured rules match.

7. Click Save.

Create a New Template

If the required template does not already exist, users can create one directly from the template selector.

1. Open the template dropdown.
   
   

2. Click Create new template.

3. Enter the template name and select its default language.

4. Configure the available message content, such as the subject and body for an email template.

5. Click Save.

Understanding Template Logic Status

After saving Template Logic, a green dot appears above or beside the Template Logic option in the campaign editor. This indicates that logic has been configured for the campaign.

If required, users can reopen Template Logic to review or modify the configured rules and template selections.

Display the Survey in the Selected Template Language

Template Logic also provides an option to Display This Survey to respondents in the language of the template selected by the logic set above.

Enable this option when you want the survey to be displayed in the language associated with the template selected by the configured logic.

The language option is available within the Template Logic configuration window. Review the selected templates and their language settings before enabling it.

Best Practices

• Create and save all required templates before configuring the rules.

• Use Contact Properties and Metadata that accurately represent your target audience.

• Configure an Otherwise show template to handle recipients who do not meet any rule.

• Review condition groups carefully to ensure the intended template is selected.

• Test the campaign to verify that the appropriate template is displayed for different conditions before sending it.