What are Email alerts?
Email alerts are email notifications that are sent when defined question answers are given by your users.
For example, you can configure the alert to send when CSAT question score is 1. You and other defined email addresses will then receive an email each time a user answers 1 on the survey.
What is the primary use case for Email alerts?
Email alerts are great at proactively bringing your attention to specific responses given in your survey. As such they are ideally placed to help you to react to an unhappy customer.
For example, you could:
- have a survey that has a CSAT question. In the same survey you could invite the user to enter their contact details. You could then create an alert which triggers on low CSAT scores and use the contact details entered to reengage with the customer.
- have a survey that asks whether there where any technical issues with the website the survey was triggered from and if so ask the user to provide details. This alert could then be sent to your IT support area automatically.
What type of alerts are available?
There are two types of alerts available:
- Selected option alert
This allows you to alert when users select a specified option in NPS, CSAT, Effort, Radio button, Tick box, Matrix and Drop down questions (i.e. alert when NPS = 0).
- Entered text alert
This allows you to alert when users enter specified words in Text box questions (i.e. alert when user enters "complaint" into a text box).
How do I set up alerts?
The Alerts Manager allows you to create Email alerts. This is found under the Administration section.
We recommend that you take the Tour when you first use the Alert Manager. This will trigger automatically when you first visit that section or alternatively you can start it play clicking the Tour button when you visit that section.