Overview
This article provides guidance on how to use cancellation reasons and categories in your communication templates. Understanding these variables will help you customize messages based on specific customer cancellation reasons. You'll also learn about the operators that can be used to display or hide sections of text depending on the cancellation reason. Please note that these fields are case-sensitive, so accuracy is essential when using them.
Guide: Customer communication
This article is part of a larger guide going over the concept of customer communication
Using Cancellation Reason Variables
Cancellation variables can be found in the Admin section under Service Cancellation. You have two options for using these variables in your templates:
-
Cancellation Reason: Use the path
"cancellationReason"to refer to an individual cancellation reason. -
Cancellation Category: Use the path
"cancellationCategory"to refer to the entire category of reasons.
Warning: These fields are case-sensitive. Be sure to copy and paste the fields exactly as they appear.
Tip: You can click on the field to automatically copy it to your clipboard.
Operators for Conditional Text
When customizing your templates, the only operators that will work are == and ≠:
-
==: This operator displays a section of text only if it matches the value in the "right" column. -
≠: This operator displays a section of text only if it does not match the value in the "right" column.
Example Usage
If you want to send a communication where part of the text is only shown if the customer's cancellation reason is due to faulty equipment, you would set it up as follows:
-
Path:
cancellationReason -
Operator:
== -
Right:
FAULTY_EQUIPMENT
Additional Notes
- Any new cancellation reason that you create can be used immediately as a template variable.
- Cancellation reasons cannot be edited once created to maintain the integrity of historical data.
Related to