The email templates provided by Bazaarvoice Brand Edge let you brand and customize email messages and notifications sent to your customers. Using the configuration hub, you can edit the information that appears in the following:

  • Post-interaction emails (PIE) for ratings and reviews
  • Notifications for reviews

Brand Edge offers three options for tailoring email messages and notifications:

  • Standard templates—Built-in, default templates offer the simplest way to brand email and notifications. You can edit these templates.
  • In-mail templates—In-mail templates allow customers to enter a star rating, review text, and a review title directly from their email message within their email client or application. Customers complete their review submission using a multi-product submission form. You can edit these templates.
  • Custom templates—Custom templates allow more flexibility in content and layout than the standard templates. However, you must commit additional time and effort to ensure your customizations appear correctly when received by customers. You can create custom email and notifications templates by using one of the default template as your starting point.
Note: Custom templates is not recommended for use in your Brand Edge Enterprise implementations.

The following table lists the standard email message types that are available and describes how each one is used:

Email message type Purpose Applies to...
Post-Interaction Email Invites your customers to review products they have purchased from you, as well as other products you offer. Used for PIE messages.

Ratings & Reviews

Review Verification Requests confirmation from your customers before submitting their reviews if hosted authentication is used. Ratings & Reviews
Review Approved Notifies your customers that their reviews are live. Includes a link to share with others. Ratings & Reviews
Review Rejected Notifies reviewers that their reviews have been moderated and cannot be published. Ratings & Reviews
Review Response Notifies reviewers that you have published a response to their reviews. Ratings & Reviews
Review Commented Notifies reviewers that somebody has commented on their reviews. Ratings & Reviews
Comment Verification Requests confirmation from your customers before submitting their comments if hosted authentication is used. Ratings & Reviews
Comment Approved Notifies your customers that their comments are live. Includes a link to published comments. Ratings & Reviews
Comment Rejected Notifies your customers that their answers have been moderated and cannot be published. Ratings & Reviews

Best practices

The email templates are the result of studies across hundreds of Bazaarvoice clients. When you edit the templates to add information about your company, consider the following best practices:

  • Ask for authentic feedback, whether positive or negative. Consumers are more likely to respond when they believe you care about their opinions, even if the feedback is not positive.
  • Focus on one email, one request. Adding other calls to action in a PIE or other email request decreases conversion.
  • Remember how important the motivator is. Retailers and brands see great results with the "Help other shoppers decide" message. On some occasions, "Share your unique experience" or "Who’d be more qualified than you…" approaches might work even better. Tailor your motivators to fit your brand.
  • Keep it short. Every second between opening an email and clicking the link decreases the success rate.

Design

  • Smartphone users do not have to zoom or pan around to read the email
  • There is only one call to action, it is above the fold, and it is text
  • Users' font preferences are not overridden by custom styling
  • Dark type on white can be read most easily
  • Light colored backgrounds ensure links can be read even for email clients that force blue link text
  • images do not compromise the readability of the email in any way

Copy

  • The first line of the email message doubles as a subtitle (seen in most inboxes)
  • The subject line, subtitle, and message should be no more than 40 characters (one line) each allowing for easy quick glancing by the user
  • Copy is friendly, is no more than 180 characters (three lines) and makes reference to personal experiences (for example, "Thanks for purchasing the Wood Ceiling Fan recently.")
  • Users are appreciated, complimented, and assured that participating is safe (for example, "We'd love to get your opinion, even if you don't have much to say.")

Edit standard email templates

Follow these steps to edit one of the standard email templates:

  1. Log in to the Bazaarvoice Workbench and then click Settings » Manage Applications. The Site Manager page of the configuration hub is displayed.
  2. From the Implementations section of the page, edit the implementation for which you want to modify email templates.
  3. Click Email Configuration in the Settings section of the page.
  4. Select the logo that you want to appear in email messages and notifications:

    • Select the Logo and Footer tab.
    • Click Choose File in the Email Logo section of the page to upload your company’s logo image. To accommodate the mobile-friendly template, your logo image size must be between 180 and 300 pixels wide and no more than 768 pixels high.
    • In the Logo Link URL field, type the web address you want to associate with that image, such as your company’s home page. The address must be a fully formed URL (for example, http://www.bazaarvoice.com).
  5. Edit the master email footer, if you want to include one in email messages. Select the Logo and Footer tab. Click the Master Email Footer toggle and then type text in the Email Footer Text field.
  6. Select the Email Templates tab.
  7. If you want to configure email templates for a specific implementation (one that is not published to the Main Site deployment zone), click the Use Template Settings from Main Site toggle to OFF in the Template Settings section of the page. This feature is also referred to as "Flexible Email."

    When set to OFF, configuration options are displayed and you can edit template settings for the implementation (chosen in step 2). Changes made to templates in one zone affect email messages sent from that zone only. Be aware that the configuration options were set when the implementation was created; be sure to verify and modify them as needed.

    When set to ON, template settings are inherited from the implementation that is published to the Main Site deployment zone.

    Note: If this toggle is not shown on the Email Templates page, contact Bazaarvoice Client Care to inquire about this feature.

    If you are creating new deployment zones in an existing implementation to take advantage of this feature, be sure to update the Main Site implementation's email templates. Then, redeploy the Main Site implementation before turning off template inheritance in implementations that will be deployed to new zones. Otherwise, the implementation will not receive the most recent template changes before you turn off inheritance.
  8. To specify an email address that is used as the sender of the email messages in the deployment zone, select an email address from the Sender Profile drop-down list. If you want to add a new address, contact Support.
  9. In the Email Templates Editor List section, click Edit to open the email template editor for each email type.
  10. If multiple locales are configured in your implementation, choose a locale from the Locale drop-down list for which the template changes will be applied.
  11. Select Standard as the template type.
  12. Edit the template options. Most templates include these standard fields:
    • Subject—Type a clear, concise subject line. Your subject text cannot exceed 40 characters.
    • Title—Type the title that will appear above the message's body text. Your title text cannot exceed 40 characters.
    • Body—Type the notification or action text related to the template. Bazaarvoice recommends not exceeding the 180 character maximum. Body copy over 180 characters may require a customer on a mobile application to scroll through the message. The additional time spent scrolling decreases the success rate of collecting a review.

      Also, do not introduce bias in the email text. For example, avoid language such as "We strive for 100% 5-star reviews!" For more information about the Bazaarvoice commitment to authenticity, refer to Authenticity.

      Caution: The Body section must include the auto-populated fields in the standard template that are related to the product name, as well as any links.
    • Footer—Type the information to include in message and notification footers. For example, you can include your company's customer service information and an Unsubscribe link.
      Caution: Canadian clients should not remove the unsubscribe functionality on emails. Canada's Anti-Spam Legislation (CASL) requires that you notify content submitters that they may receive email communications and that they can unsubscribe from these emails.

    In all sections, you can use the Insert tag link to add an auto-populated field (token). The template editor displays these fields surrounded by curly brackets.

    In the Body and Footer sections, you can use the Insert link link to include a URL in the text. You can add a "Write a review" link, Customer Service link, Unsubscribe link, or custom link. If you insert a custom link, you can insert a tag as the link text or destination. Only one custom link can be added in a template.

  13. Send test messages to make sure your changes produce the results you expect:
    • To send samples of all email message types:
      1. On the Email Templates tab, click Send All Test Emails at the bottom of the page.
      2. Enter the email address where you want to send the samples, and then click OK.

        The recipient will receive a sample of each email message type.

    • To send a sample of a single email message type:
      1. In the Email Templates Editor List section, click Edit to open the email template editor for an email type.
      2. Click Send Test Email.
      3. Enter the email address where you want to send the samples, and then click OK.

        The recipient will receive a sample of the email message you're editing.

  14. Deploy the changes to the implementation.

Edit in-mail email templates

Follow these steps to edit one of the in-mail email templates:

  1. Log in to the Bazaarvoice Workbench and then click Settings » Manage Applications. The Site Manager page of the configuration hub is displayed.
  2. From the Implementations section of the page, edit the implementation for which you want to modify email templates.
  3. Click Email Configuration in the Settings section of the page.
  4. Select the logo that you want to appear in email messages and notifications:

    • Select the Logo and Footer tab.
    • Click Choose File in the Email Logo section of the page to upload your company’s logo image. To accommodate the mobile-friendly template, your logo image size must be between 180 and 300 pixels wide and no more than 768 pixels high.
    • In the Logo Link URL field, type the web address you want to associate with that image, such as your company’s home page. The address must be a fully formed URL (for example, http://www.bazaarvoice.com).
  5. Edit the master email footer, if you want to include one in email messages. Select the Logo and Footer tab. Click the Master Email Footer toggle and then type text in the Email Footer Text field.
  6. Select the Email Templates tab.
  7. If you want to configure email templates for a specific implementation (one that is not published to the Main Site deployment zone), click the Use Template Settings from Main Site toggle to OFF in the Template Settings section of the page. This feature is also referred to as "Flexible Email."

    When set to OFF, configuration options are displayed and you can edit template settings for the implementation (chosen in step 2). Changes made to templates in one zone affect email messages sent from that zone only. Be aware that the configuration options were set when the implementation was created; be sure to verify and modify them as needed.

    When set to ON, template settings are inherited from the implementation that is published to the Main Site deployment zone.

    Note: If this toggle is not shown on the Email Templates page, contact Bazaarvoice Client Care to inquire about this feature.

    If you are creating new deployment zones in an existing implementation to take advantage of this feature, be sure to update the Main Site implementation's email templates. Then, redeploy the Main Site implementation before turning off template inheritance in implementations that will be deployed to new zones. Otherwise, the implementation will not receive the most recent template changes before you turn off inheritance.
  8. To specify an email address that is used as the sender of the email messages in the deployment zone, select an email address from the Sender Profile drop-down list. If you want to add a new address, contact Support.
  9. In the Email Templates Editor List section, click Edit to open the email template editor for each email type.
  10. If multiple locales are configured in your implementation, choose a locale from the Locale drop-down list for which the template changes will be applied.
  11. Select In-Mail as the template type.

    Note: This feature is currently only available for use with Bazaarvoice PIE.

    If you do not see the In-Mail template type option, contact Bazaarvoice Client Care to inquire about this feature.

  12. Edit the template options. Most templates include these standard fields:
    • Subject—Type a clear, concise subject line. Your subject text cannot exceed 40 characters.
    • Greeting—Type the email greeting and notification or action text related to the template. Bazaarvoice recommends not exceeding the 180 character maximum. Body copy over 180 characters may require a customer on a mobile application to scroll through the message. The additional time spent scrolling decreases the success rate of collecting a review.

      Also, do not introduce bias in the email text. For example, avoid language such as "We strive for 100% 5-star reviews!" For more information about the Bazaarvoice commitment to authenticity, refer to Authenticity.

      Caution: The Greeting section must include the auto-populated fields in the in-mail template that are related to the product name, as well as any links.

      The submission form that the customer can fill out within the email message will appear beneath the Greeting section.

    • Additional Products Heading—Type a heading for the section of the email message that shows other products the customer can rate.

      The in-mail template uses a multi-product submission form, which allows customers to rate and review all of their unreviewed purchases from a transaction in one place.

    • Signature—Type your email signature. For example, you can thank the customer and sign off with your company name.
    • Additional Information—Type the information to include in message and notification footers. For example, you can include your company's customer service information and an Unsubscribe link.
      Caution: Canadian clients should not remove the unsubscribe functionality on emails. Canada's Anti-Spam Legislation (CASL) requires that you notify content submitters that they may receive email communications and that they can unsubscribe from these emails.

    In all sections, you can use the Insert tag link to add an auto-populated field (token). The template editor displays these fields surrounded by curly brackets.

    In the Greeting and Additional Information sections, you can use the Insert link link to include a URL in the text. You can add a Customer Service link, Unsubscribe link, or custom link. If you insert a custom link, you can insert a tag as the link text or destination. Only one custom link can be added in a template.

  13. Send test messages to make sure your changes produce the results you expect:
    • To send samples of all email message types:
      1. On the Email Templates tab, click Send All Test Emails at the bottom of the page.
      2. Enter the email address where you want to send the samples, and then click OK.

        The recipient will receive a sample of each email message type.

    • To send a sample of a single email message type:
      1. In the Email Templates Editor List section, click Edit to open the email template editor for an email type.
      2. Click Send Test Email.
      3. Enter the email address where you want to send the samples, and then click OK.

        The recipient will receive a sample of the email message you're editing.

      Caution: The sample email generated for In-Mail template types can be used for previewing the look and feel of the template, but the submission form links will not work if you try to complete a review.
  14. Deploy the changes to the implementation.

Create custom email templates

Before you begin, you should be familiar with these general guidelines for editing and implementing custom templates.

  • Each template includes one ore more required tokens. Tokens are tagged text items that pull data into the templates and are created by using the Mustache template system. Read the Mustache Manual to learn more about using tokens in custom templates.
  • For reference information about required and optional tokens for each custom template, see Token reference.
    Tip: Your implementation team helps you configure token values.
  • To change the email subject line, edit the <title> element in the HTML source.
  • You can include HTML code in your message text.
  • You can include up to five products in an email template.
  • Email templates are configured by deployment zone. Changes made to templates in one zone affect email messages sent from that zone only.

To successfully create and implement a custom template, follow these general steps:

  1. Log in to the Bazaarvoice Workbench and then click Settings » Manage Applications. The Site Manager page of the configuration hub is displayed.
  2. From the Implementations section of the page, edit the implementation for which you want to modify email templates.
  3. Click Email Configuration in the Settings section of the page.
  4. Select the logo that you want to appear in email messages and notifications:

    • Select the Logo and Footer tab.
    • Click Choose File in the Email Logo section of the page to upload your company’s logo image. To accommodate the mobile-friendly template, your logo image size must be between 180 and 300 pixels wide and no more than 768 pixels high.
    • In the Logo Link URL field, type the web address you want to associate with that image, such as your company’s home page. The address must be a fully formed URL (for example, http://www.bazaarvoice.com).
  5. Edit the master email footer, if you want to include one in email messages. Select the Logo and Footer tab. Click the Master Email Footer toggle and then type text in the Email Footer Text field.
  6. Select the Email Templates tab.
  7. If you want to configure email templates for a specific implementation (one that is not published to the Main Site deployment zone), click the Use Template Settings from Main Site toggle to OFF in the Template Settings section of the page. This feature is also referred to as "Flexible Email."

    When set to OFF, configuration options are displayed and you can edit template settings for the implementation (chosen in step 2). Changes made to templates in one zone affect email messages sent from that zone only. Be aware that the configuration options were set when the implementation was created; be sure to verify and modify them as needed.

    When set to ON, template settings are inherited from the implementation that is published to the Main Site deployment zone.

    Note: If this toggle is not shown on the Email Templates page, contact Bazaarvoice Client Care to inquire about this feature.

    If you are creating new deployment zones in an existing implementation to take advantage of this feature, be sure to update the Main Site implementation's email templates. Then, redeploy the Main Site implementation before turning off template inheritance in implementations that will be deployed to new zones. Otherwise, the implementation will not receive the most recent template changes before you turn off inheritance.
  8. To specify an email address that is used as the sender of the email messages in the deployment zone, select an email address from the Sender Profile drop-down list. If you want to add a new address, contact Support.
  9. In the Email Templates Editor section, select the template to customize from the Select template drop-down list.
  10. If multiple locales are configured in your implementation, choose a locale from the Locale drop-down list for which the template changes will be applied.
  11. Click the Custom template toggle to enable custom template creation.
  12. Download the current custom template by clicking the Download button. If you have never created a custom template, the standard template is downloaded.
  13. Use your preferred text editor to make changes. Refer to Token reference for the list of tokens you can use in each template. Refer to Edit standard email templates for text recommendations.

    For best practices and considerations when working with HTML email, refer to the getting started and troubleshooting resources listed at Stack Overflow .

  14. Test the template using a third-party application or service, such as Email on Acid or Litmus .
    Caution: Bazaarvoice cannot guarantee that your custom email template will work with all email clients. You are responsible for testing the templates you customize.
  15. When you are satisfied with your customizations, upload the revised template by clicking Upload New on the Email Templates page.
  16. Send test messages to make sure your changes produce the results you expect:
    • To send samples of all email message types:
      1. On the Email Templates tab, click Send All Test Emails at the bottom of the page.
      2. Enter the email address where you want to send the samples, and then click OK.

        The recipient will receive a sample of each email message type.

    • To send a sample of a single email message type:
      1. In the Email Templates Editor List section, click Edit to open the email template editor for an email type.
      2. Click Send Test Email.
      3. Enter the email address where you want to send the samples, and then click OK.

        The recipient will receive a sample of the email message you're editing.

  17. Deploy the changes to the implementation.

Token reference

Click one of the following token reference links for information about required and optional tokens in the email and notifications templates.

Tip: Your implementation team helps you configure token values.

Post-Interaction Email template

This template is used to invite your customers to review products they have purchased from you, as well as other products you offer.

Review Approved custom template

This template notifies your customers that their reviews are live. It includes a link to share with others.

Review Commented custom template

This template notifies reviewers that somebody has commented on their reviews.

Review Response custom template

This template notifies reviewers that you have published a response to their reviews.

Review Verification custom template

This template requests confirmation from your customers before submitting their reviews.

Review Rejected custom template

This template notifies reviewers that their reviews have been moderated and cannot be published.

Comment Approved custom template

This template is used to notify your customers that their comments are live. It includes a link to published comments.

Comment Verification custom template

This template is used to request confirmation from your customers before submitting their comments.

Comment Rejected custom template

This template is used to notify your customers that their answers have been moderated and cannot be published.

Complete these steps to edit the standard templates and then configure PIE settings:

  1. Using the configuration hub, click Email Configuration under Settings, select the Email Templates tab, and then perform these tasks:
    1. Edit and save each email template.
    2. Check test emails by clicking Send Test Email.
  2. Click Email Configuration under Settings and then perform these tasks:
    • On the PIE & Seller Ratings PIE tab, scroll down to the Post-interaction Email (PIE) section of the page and click Enabled under Send PIE to request reviews after qualifying interactions.
    • In the Days to wait before sending the first PIE text box, type the number of days to wait between a qualifying interaction and the first email message.
    • Click Enabled under Send follow-up PIE.
    • Select Automatically from the Trigger emails drop-down list to automatically send PIE messages to customers.
    • Click +Add next to Send PIE feed failure alerts to the following email addresses to add your email address.
    • On the General tab, click Enabled under Use product pages for submission in the Email Submission Links section of the page to control how the review submission form is displayed after the user clicks the "Write a review" link in the PIE message. (Disable this feature during the pre-launch campaign.)
  3. Deploy the changes to staging and production.

If you are creating new deployment zones in an existing implementation to take advantage of the template inheritance feature:

  1. Make sure the Main Site implementation's email templates are configured and up to date.
  2. Add a new deployment zone using the Site Manager page and, if necessary, create a new implementation.
  3. Edit the implementation and then turn off email template inheritance. Contact Bazaarvoice Client Care if this option is not available to you.
  4. Specify the sender profile (email address) for the deployment zone to which the implementation will be deployed. Contact Support to add a new email address to the list.
  5. Customize the standard templates or create custom templates as necessary.
  6. Deploy the implementation to the new deployment zone.
  7. If using PIE feeds, create or update the PIE feed to include the new deployment zone.
  8. If using BV Pixel, create or update BV Pixel implementation to reference the new deployment zone.