Built-in help guide for Customers

The following guide is available inside the platform by default. It was written for administrators as starting point in providing a built-in help guide for their customers. The information in this guide is very general and should be updated to fit your way of working. As the built-in help guide will be modified, we added the original text and images here so you can always have a look.

Learn here where to adjust your built-in help guide.

Learn here how to set up your customer accounts.

Customer zone

Campaigns tab

How to create a new Campaign

To create a new campaign, just click on the Add your first campaign button.

 If this is not your first campaign, click on the Create a new campaign tab.


A new page will open, where you have to add the Campaign title and then select the questionnaire(s) you want to include from the dropdown menu. 

You can open the dropdown menu by clicking anywhere on the field below Select the questionnaires you want to send. You can pick one from the list, or start typing to search for a specific questionnaire.


You can select and add more than one questionnaire in the same campaign. 


Once you add the title and select the questionnaire(s) you want to use, click on the Next step button.


How to add Recipients

In the second step, you can add your recipients


You can add recipients as lists or individuals. The lists tab is opened by default as it is recommended to use lists so you can easily see who you contacted or use the same list again at a later time. You can select existing lists with the Select button on the right, or you can create a new one by clicking on the Create new list button.


At the right of your screen a new window will open, where you can create your new list and add contacts. 


First you would have to add the List name and then click on 1 of the following 3 options. Add contacts manuallyUpload a CSV file or I will add contacts later if you want to skip this step for now. 

If you select to Add your contacts manually, you will have to fill in the contact information. The contact’s First nameLast name and Email address are mandatory. When you’ve filled in the fields, click on the Add contact button at the bottom of the screen. 


You can choose to create an account for this contact so they can log in to their own self service portal where they can see their invitations, previous responses and download their reports. An activation email will be sent to this email address, so your contact can activate their account. 


You can continue adding contacts by clicking Add new contact or select contacts using the checkboxes on the right and remove them from the list by clicking Remove selected x contacts from list. Note that this will remove the contact from the list, but not delete them.


When you’re done, click Back or the X at the top to go to the list selection screen. The newly created list will automatically be added to your campaign. You can select other lists to include or exclude using the checkboxes. Clicking the X at the top or Cancel will ignore any other changes you made. Clicking Add lists to recipients will update the linked lists.


To upload multiple contacts simultaneously,  select Upload a csv file.


It is recommended that you click on the Download example, to download a CSV file with the correct format. 


It is important to keep the first row as it is, don’t modify the order of the columns, otherwise the import will not be successful.


When you add all your contacts in the CSV file, save it and upload it or drag and drop it in the CSV document area. Then click Upload contacts to confirm. 


When your file is uploaded you will have a message which informs you that you will be notified when your contacts are uploaded. Depending on the amount of contacts this could take a few seconds to a few minutes.


When the CSV file is uploaded, you’ll be brought to a screen where you can select which lists to include in your campaign. Select the lists you want to send the invitation to by ticking the box, and then click the Add lists to recipients button. 


This is how it looks like when the lists are added to your campaign.


Note that if you add a contact in two different lists and you select both lists, only one invitation will be sent to this contact. So all duplicates will be removed from your total invitation count.

The same screens are available for adding contacts individually.

Below your recipients you can configure how the email will be sent. You can fill in a Sender name, which is the name that your recipients will see when they see the mail in their inbox. The Reply to email address is used automatically when the recipient clicks Reply in the email. Note that using a no-reply email address, or one without a working mailbox attached, will severely increase the chance of your emails being marked as spam.


This is what your recipients will see.


By default the emails are sent from the anonymous info@su.vc address. As responses to this address are not monitored, it is required to use a valid Reply to email address. 

It is possible to send an email from your own domain, but to this, the domain needs to be verified first. This requires some technical knowledge but takes only a few minutes. Create a new DNS record (TXT) on the top level of your domain containing the value below.


Note that a domain needs to be verified only once.

In case your domain was verified, you can turn on the Do you want to send the email from your own domain? setting and fill in the email address below.

How to create your Content

The next step is to create the content of your email. 


You can fill in an email subject and body of your choice. In the email body you can add variables by clicking on the {x} button and then selecting a variable from the list. Variables start with *| and end with |*. They are automatically replaced with actual data when the email is sent. This way you can personalize the email for your recipient. It’s important to add the link to the questionnaire as a variable. 


If you have selected more than one questionnaire for your campaign, your variables will be automatically adjusted and you will have different variables for each questionnaire. 


When added to the email body, they will contain a unique code to make sure the links are not switched.


Do not manually change the variables, as typo’s will make them unrecognizable by the platform and thus not work.

After composing your email, you can test it by clicking on the Send a test email to my email address button. When you are satisfied with your email, you can click Next Step

How to schedule your campaign

You can schedule your campaign to be Sent as soon as possible or you can Schedule later and pick a date in the Scheduled date field. Just click the field to expand the calendar, and select the date you want. Then click on the time field to select a time from the dropdown.


Campaigns can be scheduled every hour and, depending on the amount of emails that were scheduled at that time, should arrive within a few minutes.

Then add the End date and time of your campaign in the same manner.


Note that at the end of your campaign, the links in the email will be disabled and unused invitations will be credited to your account.

When you’re ready, click Schedule. You have also the options to Save as draft to revise your work later or Previous to go back to the previous step. 


You can set up Reminders, to send an email to remind your contacts of your campaign. Click on Add reminder email and then select when your reminder will be sent. 


You can schedule it in one week, one month or you can select your own date.


Apart from the date it is possible to select who will receive your reminder, All contacts, the Contacts who didn’t respond yet or to the Contacts that didn’t open the email yet


Add a Subject line and the Email content just like you did for the original email. When you’re ready, click Save as draftSave and schedule or Remove the reminder. 


When you click Save and schedule, a message will be displayed that will inform you that your reminder was scheduled. You can add up to 3 reminders at the bottom of the page.

When you’re done setting up reminders, scroll back up. You’ll see at the top right of your reminder that it’s now Scheduled

When you’re done click Done to go back to the homescreen. 


The status of a campaigns and reminders can be one of the following: 


It is possible to revert a Scheduled campaign to a draft to edit it, by clicking on the Revert to draft button when viewing a campaign.

Contacts tab

As you can add contacts and lists directly while creating campaigns, only need this menu to manage your contacts.


Just like inside the campaign flow, you can add new contacts by clicking Add contact. It is possible to Add your contacts manually or Upload a .CSV file


Add contacts manually

You will have to fill in all the personal contact information and click on the Add contact button. You have the option to create an account for this contact so he can log in to the Contact zone (?)Distribution Portal to see his responses and download his report. An activation email will be sent to this email address, so your contact can activate his account. 


If you have any errors, an error message will be displayed. 


When everything is correct, you will have a success message that your contact has been successfully created. 


Upload a CSV file 

To upload multiple contacts simultaneously select Upload a csv file.


It is recommended that you click on the Download example, to download a CSV file with the correct format. 


It is important to keep the first row as it is, don’t modify the order of the columns (First name - Last name - Email - Personal ID - Custom data), otherwise the import will not be successful.


When you add all your contacts in the CSV file, save it and upload it or drag and drop it in the CSV document area. Then click Upload contacts


When your file is uploaded you will have a message which informs you that when your contacts are uploaded you will be notified.


To add a contact in a list, select the contact and then click on the Action button and select Add to list from the drop down.


At the new window, select the list and click Add contacts to list


To delete a contact, you need to select it, click on the Action button and select Delete from the drop down.


A warning message will be displayed where you have to confirm that you want to delete the contact.


Contact lists

You can create a list by clicking the + Create a list button.


You can select one of the following options:


To Add existing contacts, you have to select the contacts you want to add to the list by ticking the box next to it and then click on the Add selected contacts button.


If you click on the Edit list button, you can rename or delete your list.


If you click on the Manage contacts button, a new window opens. 


You can select a contact to remove it from the list or add a new contact.


Edit contacts

To edit your contacts at the contacts tab, click Edit next to the contact you would like to modify.


A new window will open, where you can change the contact information. To create an account for this contact, click on the Create account button. An activation email will be sent to this email address, so your contact can log in to the Distribution Portal to see his responses and download his report. 


If you changed your mind and you don’t want this contact to have an account, then it is possible to remove it by clicking on the Remove account button.


Note that you just delete the contact’s account, the contact is not removed from your contact list and it is not deleted


Questionnaires tab

Here you can find all your questionnaires and their short descriptions, along with  how many invites you have used so far. You are able to have a sneak peak of the questionnaire by clicking on the Preview button or you can click on Results to go directly to Results tab. 


Results tab

In this tab you review your results. It is possible to filter by Campaign or Questionnaire, by selecting them in the dropdown and then clicking Apply. If you came here from the Campaigns or Questionnaires screen, the filter will already be applied.


Click on the Individual results button to access and download your contact’s reports. 

To download the individual report, click on the Download button.


The first message will inform you that your request has been successful and the second will contain a link that allows you to download the report. If it is the first time the report is generated, it may take a few seconds.


If your questionnaire has more than one PDF report, a new window will open when you click on the Download button, where you will be able to select the correct report(s).


To download multiple reports for different contacts , tick the box next to the contact name.


Then click on the Action dropdown just above and click Download selected reports.


A message will inform you that you will be notified by email as soon as the file is ready. Depending on the amount of reports this could take a few minutes. You’ll receive an email with a link to download the reports in a zipped archive.


In the Action dropdown you can also Export responses to CSV


You’ll see a message that you will be notified by email when your CSV file is ready.


Contact zone

This is what your contacts will see when they are given an account. When logged on they’ll be able to…

See their pending questionnaires.


Download reports of previous responses.


Via the round button with their initials at the top right of the screen, update their account information and password.

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