[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.
@all I have some good news!
It is now possible to customize the confirmation email that will be sent out after the External Request Form is submitted! Hit the button “Configure emails” on the Request Forms page in your Account management section and customize it:
And here is how the customized email looks like:
Happy customization! Give it a try and let us know how you get on 👍
Hi Jamie, thanks for sharing this idea here! I can see how customizing the email text could be useful for External Requests. I also wanted to mention that it's already possible to add your company logo to Request Forms - the same logo used for a branded Workspace is added to the form. Would this work for you? Happy to hear your thoughts about it!
@Jamie, sorry for the confusion there, I realized that the logo is added to the Request Form itself, but not to the email. I understand that it would make sense to have it appear in both locations. Thank you again for sharing this idea!
I agree to the request of @Jamie. We have the same request.
I also agree with Jamie's request. One of the main reasons I'm trialling Wrike is the integrated request form which is fantastic, but branding the client view is so important at every step of the process
I also agree. Jamie articulated the problems perfectly. It's inconsistent to have the logo carry over to the form but not the notification email. I am interested in making this form available to customers and I think the logo issue would make the notification email confusing for them. Equally limiting is the inability to edit the notification email body text. Please consider these changes for your next update
Hi everyone, thanks for your comments here! I wanted to pop in to let you know that this is a topic we're discussing internally too, and it's great to hear your feedback about it as well. :)
Great! It is a request from our team also.
Agreed! Our employees are very skeptical of unrecognized email addresses, so we would much prefer to have the automated email appear to have come from an email address within our company instead of a Wrike email address they don't recognize.
We Agree also,
This is very important for us since our clients need to enter their clients info to the form, And it may make them feel uncomfortable to see other company logo.
Yes - we would like this too and also the ability to edit the automated response email. I would like to manage expectations about the service levels we can provide. eg:
'we will get back to you within three working days unless your request is classed as priority 1 in which case we will respond within 24 hours.'
I am not overly concerned about the logo, but it would be extremely helpful for us to be able to edit the content of the auto-responder. We'd like to expectation set and let respondents know to whom their inquiry is being directed.
Millikin University would also like to customize the auto responder email for submissions from external forms outlining internal processes that they might have missed in the paragraph above the form fields.
Hi all, it's great to hear your thoughts and use cases while the discussion is ongoing internally, it really helps! Once I have more concrete info, I'll be sure to share it with you here. Thanks!
Yes, we would also like to have our logo reflected in the email confirmation! We have our logo and a masked URL on our external facing request link, so the Wrike logo in the confirmation might be confusing for external users. Please add this feature!
We also would like to have this feature to customize the messaging and branding of the confirmation email.
Hi there - Yes, this ability to brand the email confirmation and modify the contact email would be immensely useful. External users definitely are confused by this if they don't know what Wrike is. Please incorporate this feature sooner then later. Much appreciated.
We would like it as well. Ability to brand and change support email to one of ours.
I would like this feature to customize the autoresponder as well.
Hello! We are looking forward to this implement.
We also would like to customize our mail responses with our own logo and specific messages.
7 months after the initial request. @Anastasia what is the status? This feature is needed badly.
An update for anyone who cares about this issue. Just got this from our account rep:
"Let him know that he can “thumbs up” it and/or leave a comment on the the community board thread. We’ll have the ability in Q2 of 2019. We apologize that this is currently not possible and if you were under the impression that it was."
So two more years until form responses are customizable. Terrible.
Thanks for keeping this thread active, everyone! I wanted to make sure we're all on the same page here, and I'm sorry about this confusion, @Drake. I was surprised to see the year 2019, and went to double check with everyone. Rest assured this was a typo, and we focus on shorter timeframes. What was meant there is the first half of 2018, and though it's not a timeframe we're ready to promise yet, it is much closer than 2019 :) Thank you for bringing this to my attention, and I am really sorry about the misleading information!
Thanks for keeping everyone updated, as this feature will be very useful for us as well.
Yes - much appreciated. As early a possible in 2018 please! I think this thread shows this is a much desired feature.
We really want this feature too.
We want this feature as soon as possible also!
We would also like the ability to modify the text on the auto-return email, perhaps map text from the form fields into the email, and if possible, the ability to turn off these auto-notifications altogether (so that we can potentially have the option to send a notification later, when we process the job, vs when it is logged).
Same here, we also have a need for customizing the autoresponder on submitted forms. Otherwise, the email means nothing to our clients and they got confused what they should do with it. Also, it could be a solution to be able to deactivate autoresponder, thus not to confuse the user.