You can put a link to one of your web forms in any email template. Each customer gets a personal link. The link opens the form on the Customer Portal for that customer, with no login. It works like the Customer Portal hyperlink and URL smart fields.
Example: your welcome email can ask a new customer to fill in your credit application.
To open your credit account, please fill in our credit application {{custom_form.Credit_application.hyperlink}}.
The customer sees the same sentence, and the tag becomes the word here, as a link to the form.
ℹ️ Kolleno sets up web forms for you. To get a form, or to learn what happens to the answers, see Sending a custom web form to your customers.
The two smart fields
Each active form gives you two smart fields:
Smart field | Tag | What the customer sees |
Form hyperlink: form name |
| The word here, as a link to the form. |
Form URL: form name |
| A short web address that opens the form. |
Use the hyperlink in emails. Use the URL in text messages, or when you want the customer to see the web address.
Where to find them
Open a template in the template editor and open the smart fields list. The form fields are in the same group as the Customer portal hyperlink and Customer portal URL. Each one has the name of the form, for example Form hyperlink: Credit application and Form URL: Credit application.
How the form name becomes the tag
The tag contains a key that Kolleno makes from the form name. Kolleno uses these rules:
Each character that is not a letter, a digit or an underscore becomes an underscore. This includes spaces, hyphens, brackets and punctuation.
Two or more underscores in a row become one underscore.
Underscores at the start and at the end are removed.
Capital letters stay as they are. Tag categories use the same rules for their smart fields.
Form name | Key | Hyperlink tag |
Credit application |
|
|
Change of bank details |
|
|
Trade Account - Application (30 days) |
|
|
Direct Debit mandate! |
|
|
For the URL tag, replace hyperlink with url at the end, for example {{custom_form.Credit_application.url}}.
Because of these rules, each form name must give a key that no other form of your company uses. When Kolleno sets up a form, it refuses:
a name with no letter and no digit, for example
!!!a name that gives the same key as another of your forms, active or inactive. For example, Credit application and Credit-application both give
Credit_application.the names
urlandhyperlink, because other form smart fields use them
Things to know
⚠️ Renaming a form changes its tag. A template that uses the old tag shows nothing in that place, and Kolleno does not warn you. After a form is renamed, insert the new tag from the smart fields list in each template that uses the form.
The tag shows nothing when the form is inactive, when the tag has a typo, or when the tag stops before
.hyperlinkor.url(for example{{custom_form.Credit_application}}). Preview the template before you send it.The preview shows real links. In the template preview, the tags become the links for the customer in the preview.
Each link is personal. It opens the form for the customer who gets the email, and the answers go on that customer's record. Do not forward one customer's link to a different customer.
Links stay valid for the same number of days as your Customer Portal links. After that, send the customer a new email.
The tags work wherever the template is used: an email to one customer, a bulk communication or a workflow.
ℹ️ To set up a web form, rename one, or switch one on or off, contact your Customer Success Manager or email support@kolleno.com.