[Status: Released 🚀] Customising Wrike Email Autoresponder to External Form Submissions
We're able to customise the appearance of the Wrike Request Form submission which is great. But the email autoresponder which gets sent to the submitter is completely branded Wrike Style. I'd like to be able to customise the response email so that the submitter doesn't get confused. They submitted a form to Company X but they get a response from Wrike which has no mention of Company X nor any detail of what they should do for any consequential follow up. This particularly important if we've made the form available to external parties.
The upshot is that this customised frontend for external parties is rendered practically useless in terms of customer engagement.
It could be a simple as changing the logo in the email and providing a section to customise at the bottom to inform the submitter of the next steps in the process (whatever that may be). The email replyto address should also be customisable (rather than email@example.com). Happy to have a 'powered by Wrike' kind of mention in the collateral, but everything else needs to be pointed back at the Wrike Enterprise account holder, or whomever they elect to point the submitter back to. Our case is we have customers who submit things but a company we've outsourced 'doing things' (i.e. a collaborator) needs to pick up the next steps.
Thanks for contributing, everyone! @Richard, that's an interesting point. Does anyone else share this view? I'm interested in whether it could be an interim solution for any other teams.
I think the suggestion of disabling the autoresponder is good. There will be some user situations where the users frequently interact with the form and the subsequent process, so they don't need to be constantly reminded of the subsequent process.
But I don't agree it should be treated as an interim solution. It's a feature add.
I agree that the option to disable the auto responder is good because at least some teams (like mine) could start using the the external form now. At present we only use forms internally because the response confuses our customers. Though it's not ideal for no response to be sent and thus should not be anything other than a very short term solution.
We would also appreciate the ability to be able to customize the autoresponder text. As stated in the original comment:
"Happy to have a 'powered by Wrike' kind of mention in the collateral, but everything else needs to be pointed back at the Wrike Enterprise account holder, or whomever they elect to point the submitter back to." Fully agree that's how it should roll.
Richard L's idea of being able to deactivate is potentially useful as well.
I would also mention it would be ideal if these things could be done on a per-request-form basis, as opposed to globally for an account.
Scott Henderson Arizona Community Foundation azfoundation.org
I think the interim solution to not have the auto responder is fine. But do like the idea of the auto responder if we can customize it. Agree with everyone's comments about confusion to clients when they get Wrike-specific language and email addresses for support.
This is very important to us as well - It seems like it would be such an easy function to incorporate.
My concern is the spam filters that might not recognize the @wrike.com domain.
Hopefully this will be incorporated soon!
Our company also has a need for this customization to auto-respond email notifications. We would not, however, be into disabling the auto-responder.
OSF HealthCare has about 20,000 potential requesters to visit our form, so having a customized reply from my marketing team vs Wrike would really save on confusion. Please make this happen.
Would be great to also have the function of adding a PDF document to the responder. We have a set of specific instructions that goes to everyone and having it automatically sent would be fantastic.
The logo, the sign-off from Wrike and the footer email address, link to support@wrike.
Also the no-reply, should be our email address too as the account holder or there should be a setting to change this.
Also the date on the email autoresponder should default to the settings in Wrike...for example we are dd/mm/yyyy
Only just joined Wrike and totally agree that editing the autoresponder is needed ASAP from a branding and communication requirement.
Particularly the sent email address, can it be customised so they can respond back to our own email rather than "firstname.lastname@example.org". Most of our clients will want to follow up the job request and this would be a useful change. Loving the forms and hope they continue to develop!
Many thanks, Dale
This is exactly what I am after as well. Being able to customise the email sent upon form completion is very important for follow up and a uniform look and feel.
Can you separate the workspace and external form branded logo upload? Our company logo is blue and that works fine on the external request forms but barely visible on the workspace. Thanks
Please implement this change! I agree that it's confusing for our internal clients to get a confirmation from Wrike when the request form shows our corporate branding. Additionally, our company strongly encourages employees to delete suspicious emails. I worry that some of our clients may delete the confirmation because they do not recognize Wrike.
Hi all, quick update that the Product Team is very interested in this thread. There are no dates to share right now as it's in early discussions but once I have more information I'll be sure to post here. Thanks for the votes and input, they add a lot of value to that decision making
We would really like to customize the auto responder email as the form appears as our company and it is a disconnect with the auto responder email address, text etc. We would also like to have an active mailbox as a friendly from for any customer responses.
This would be an excellent idea! Please implement!
What about also changing the the from name in the email to be the nominated company name, rather than Wrike? You could have a small, grey Wrike logo in the footer/bottom of the email as a compromise?
Especially on request forms and invites to collaborate. There is nothing that tells the requester or the invitee where or whom the message is coming from. It kind of looks like spam.
Small update to address some comments here about adding personalisation to invites. Recently we added a field to add a personal message to invites. Currently is available to Admins only from the User Management Chart but it's a step in the right direction 👍
I would also find some of these elements to be extremely helpful for INTERNAL requests for particular request forms as well.
I manage over 50+ collaborators so that they can monitor the progress of their requests and a customizable confirmation email would be extremely beneficial for them as well.
If I could include something in the confirmation email along the lines of what they should expect throughout the project cycle and any resource pages they could visit (with hyperlinks), that would reduce confusion from collaborators that haven't submitted a request in a while and forgot what to expect or even basic information that would be beneficial for them to learn about regarding the nature of the request form they submitted.
I have kindly question on this subject. How many of us, the Wrike Customers, have to like it to make it real?
It's very confusing for my Users, Collaborators and Customers to get e-mail without our logo. They are very sensitive to issues related to security, especially with the tightening of the EU directive on the protection of personal data.
We will be very grateful for the possibility of editing the content of automatic confirmations.
I would also really like to have this feature added.
Please allow us to change what appears in the subject line of the email–for example the name of the issue submitted or the title of campaign submitted.
Not sure if anyone has already suggested this but it would be amazing if we could create a custom auto-response based on the form.
My organization, like most out there has multiple forms from very many departments ... IT, Marketing, PMO etc each of which has their own processes and SLA's. Having the ability to customize the auto-response based on the individual form(s) would give us so much flexibility.
Any thoughts of adding such a feature in the feature.
I would love to see this be based on the individual request forms as well as Edward.
We have multiple departments that use specific request forms that follow different procedures due to the various complexities of our project types. If the auto-response emails could be customized for specific forms, that would be extremely helpful and help us set better expectations.
I would also love to be able to customize the subject line of the confirmation email based on a form field (i.e. campaign name).
For anyone missed this update, you can add some further customization to the external form confirmation emails 👍
I've marked this as released to ensure anyone who finds this post will actually understand we are working towards to updating a lot of the requests here (it's one thread but many different requests).
I am leaving it open to comments so others can add more to this request and the Product team can use it as a reference when researching enhancements to external forms.
Thanks for all the votes and feedback!
Form specific auto-email response would be fantastic. On response covering ALL external requests does not work for us at all.
Hi Tom Madsen! Sorry it took so long to reply! I really like your idea - please consider posting a separate Product Feedback suggestion for this and let's see if it gets popular among other Community members 👍
Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover
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