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Citizen Space email notifications for respondents

Support -

Citizen Space sends email notifications to communicate with respondents to your consultation, and internally, to let users within your organisation know about activity on the platform. This article outlines the different email notifications that respondents may receive from Citizen Space; please see this article for information about the email notifications that internal users may receive.

Automated Citizen Space emails can sometimes end up in spam/junk folders or get blocked by internal firewalls. If there is any doubt, we (Delib) are able to check the mail logs to make sure an email did get sent.

 

What is the Citizen Space contact email?

When we first set up your Citizen Space instance, we will ask you for a generic contact email address. We will also create a yourorganisation@mail1.citizenspace.com email address. The latter will be the address that all of your general Citizen Space emails come FROM and any contact form messages go TO.

For instance, when a respondent has entered their email address in order to receive an email upon submission of their response, the email they receive will be from the yourorganisation@mail1.citizenspace.com address.

Emails sent to the yourorganisation@mail1.citizenspace.com will be routed to the contact email address you have provided. You can change the contact email address by emailing support@delib.net

Email to user from Citizen Space site showing the site's email address in the sender field.

 

What email notifications are sent to Citizen Space respondents?

Save-and-return email (optional)

The 'save-and-return' later feature gives respondents the option to save their work so far, enter their email address & receive an email with a link to return to their consultation response at a later date - read more about the feature in this article.

Save and return email received by respondents.

The wording of the 'save-and-return' email is not editable. We (Delib) are able to re-send save-and-return emails if you send us a request.

The default email copy is:

Thank you for starting a response to the consultation. If you'd like to come back, edit and submit your incomplete response, please click the link below, or copy and paste it into your browser's address bar before the consultation close date.

<link>

This link is unique to you.  Please save this email and do not forward it on to anyone else, as it provides access to view and edit all your existing answers until you submit your completed response.

For your reference, your response ID is XXXX-XXXX-XXXX-X. Please have this ID available if you need to contact us about your incomplete response.

 

Please be aware: email addresses entered into this field are not saved by Citizen Space as part of the response data. They are simply used to send the save-and-return email and then "forgotten". This is so that organisations can run anonymous surveys on their site while still offering respondents the benefit of the save-and-return functionality.

If you want to collect email addresses as part of your consultation, you need to include a separate email address question earlier in the survey. If you use the default email address question that appears in every new consultation, it has some special added functionality which means respondents who enter their email address in answer to it do not get asked for their email address again at the end of the survey but are automatically sent an acknowledgement email.

 

Response submission acknowledgement email (optional)

When a respondent fills in a consultation or survey, on the final page of the survey they are given the option to input their email address and receive an acknowledgment email with a copy of their answers. This option will appear on the "Almost done..." page of every consultation.

Almost done page with option to include email to receive pdf copy of response.

Please be aware: email addresses entered into this field are not saved by Citizen Space as part of the response data. They are simply used to send the acknowledgement email and then "forgotten". This is so that organisations can run anonymous surveys on their site while still offering respondents the benefit of the acknowledgement email functionality.

If you want to collect email addresses as part of your consultation, you need to include a separate email address question earlier in the survey. If you use the default email address question that appears in every new consultation, it has some special added functionality which means respondents who enter their email address in answer to it do not get asked for their email address again at the end of the survey but are automatically sent an acknowledgement email.

 

Text in the acknowledgment email

The acknowledgment email contains a link allowing the respondent to download a PDF copy of their submission.

Email received by respondents to acknowledge / confirm submission.

For each consultation you can tailor the copy in the acknowledgment email which is sent with the response PDF.

The default email copy is:

Thank you for completing the consultation.

Your response ID is ANON-ZA66-VE2J-X.  Please have this ID available if you need to contact us about your response. If you would like to download a PDF copy of your responses, please click the link below, or copy and paste it into your browser's address bar.

 <link>

This link is unique to you.  Please save this email and do not forward it on to anyone else, as it provides access to view all the answers you have submitted.

 

Text on the 'Almost Done...' page

If you wish to amend the wording which sits at the top of the 'Almost Done..." page, this is a site-wide setting and can be changed by Site Admins via the 'Pages' link on the admin toolbar. More information on how to do that can be found in this article on Editing the static pages in Citizen Space.