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Pipelines: Content



Pipelines are managers of Queue. This, they have to send messages via various channels to the users. These messages are the content of the Pipeline.

Setup Content

When you create a new Pipeline, you can setup the Pipeline's content at 3rd step:

Pipeline Content consists of two fields:

Field Description
Body This is the message itself. Based on the channel, this is what the user will receive.
Subject Subject is optional and is used only for channels that need a subject, like Email.

This content the default content of the Pipeline and you can edit it at any time from the "Content" tab in Pipeline Settings:


You can edit content in both plain text and HTML using our embedded HTML Editor.

Adding Images in HTML Message

At the time of writing this article, most of the email clients used by users (Gmail, Outlook, Mozilla etc) do NOT support embedded (base64 encoded) images.

e-satisfaction does not support image storage, for this reason you will have to store the image yourself and display it in the HTML message as a link:

<img src="https://path/to/image" />


Your Pipeline message will reach your end-users in order to fill in a questionnaire. In our effort to make e-satisfaction more personalized, you can use a set of variables in your message, which will be replaced with the actual values:

Variable Description
%{responder_channel_identifier} The recipient identifier of the queue item
%{locale} The locale of the queue item
%{send_time} The queue item send time

The questionnaire metadata value of the queue item.

Example: %{metadata.transaction_id}

%{responder.responder_id} The responder id connected to the queue item
%{responder.locale} The responder locale

The responder metadata value of the queue item.

Example: %{responder.metadata.gender}

%{application.title} The title of the owner application of the queue item
%{application.application_icon_url} The url of the application logo
%{collection_url_long} The questionnaire url on e-satisfaction
%{collection_url_short} The questionnaire url shortened
%{unsubscribe_url} The link to allow the user to unsubscribe from the Pipeline or from e-satisfaction

NOTE: Be careful when you insert variables and add format to them. The variable should be whole as a string in the HTML in order to be replaced properly. Spaces or HTML elements like <span> in between the characters will prevent value replacing.

Translate Content

Different queue items might have assigned different language. For this reason you might need to send customized content based on the user's language. Pipeline Content can be translated to our supported languages.

Simply click on the "globe" icon on the pipeline panel:

And the translation dialog will appear:

Add the content for each language separately, the same way you set up the default content.

SMS Character Limit

The character limit for a single SMS message is 160 characters, however most modern phones and networks support concatenation and segment and rebuild messages up to 1600 characters. Messages not using GSM-7 encoding are limited to 67 characters.

GSM-7: GSM-7 is a character encoding standard which packs the most commonly used letters and symbols in many languages into 7 bits each for usage on GSM networks. As SMS messages are transmitted 140 8-bit octets at a time, GSM-7 encoded SMS messages can carry up to 160 characters.

Collection Url Character Count

When sending SMS messages with your Pipelines, you can include the variable %{collection_url_short} to include the collection url that the user will click to respond to the questionnaire.

Keep in mind that the url can have different size in characters, based on the shortener you are using:

Shortener Maximum Number of Characters
e-sat.ly 22
Firebase by e-satisfaction 38
Firebase Depending on the Firebase domain
bit.ly 22

The above numbers are subject to change, as the links might get longer through time.

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