This article contains references to our Classic interface that will become obsolete on July 1st. The most up-to-date article can be found on How do I use feedback email alerts?
Using feedback email alerts is a very valuable function for notifying yourself or team members of interesting or urgent feedback. Our system notifies you through live email alerts - which are based on criteria that you can set up yourself. Email alerts can be sent out based on criteria such as low scores or specific comments.
To use feedback alerts, follow these steps:
Click on 'Settings' at the top of the page and go to 'Alerts'.
On the bottom center of the page you will see a blue button to add alerts. Click on this button.
Now you will need to select your desired form to which you want to set an alert with specified condition(s). Alternatively, you can select "Global alert" to set an alert for all survey results with no specific condition(s).
Once you have selected your desired form, you will be redirected to the "Alert rules" page where the first thing you need to do is to insert your "Alert name".
If working with more than one user, you can assign alerts to other accounts as well.
You can choose to turn your alert on/off as well as select which information is sent with the alert email including customer details and survey highlights by turning their icon to On.
Note: this is not mandatory. If you have very strict internal privacy policies and do not wish to show customer details in your email alerts, just leave the option 'Show customer details' unchecked.
When you set up the conditions for text and comments you can use "Contains" as a condition. This enables you to check if an open comment contains the word "bug", or "error", or any other word or sentence you are looking for in the open text comments.
When you set up conditions for scores, such as NPS, you can use "Less than", "Equal to" and "Greater than" as conditions. These criteria are very useful for quickly identifying, for example: detractors (score = < 6) or passives (scores equal to 7 & 8). You can also use the condition "Greater than" if, for example, you want to set up an alert for promotors, (scores = > 7).
Note: You can combine trigger rules and add as many rules/conditions as you wish by clicking the (+) icon.
When your settings are in place, click on the 'Save' button.
Your alert has now been successfully saved!