Want to set up or manage feedback alerts?
Feedback alerts enable a business to be notified by email as soon as feedback is received.
Find out everything you need to know about viewing, editing and deleting alerts.
How do I view, edit and delete alerts?
How do I view a specific user's alerts?
____________________________________________________________________
What is a Feedback Alert?
- Feedback alerts are notifications sent to one or more email addresses when a piece of feedback has been received.
- Alerts can be set up for all feedback or feedback for specific ratings. They can also be set by location or a group of locations.
- Alert notifications can be managed by the Admin and Manager level users in a business with permission to assess specific locations
Learn about locations in this article: About programmes, locations and sub-measures?
Learn about user types: How do I manage who can see and access feedback?
Why use Alerts?
Responding quickly to low ratings or negative feedback is a great opportunity to convert unhappy customers to happy customers.
____________________________________________________________________
Add, edit and delete alerts?
Access Alerts
- In the dashboard Click Admin on the top right-hand
- Scroll down and Click 'Programmes'.
If you have more than one feedback programme you will see a list of them all.
- Click the programme name in blue to open the feedback programme you want to create an alert for
- Click Alert Rules from the right-hand menu.
Add, Edit & Delete Alerts
- Edit existing alert - Click green button on right
- Delete and Alert - Click brown button to delete an alert completely.
Set Rating alert
- Select the Dropdown under When Rating is: click to select
- Select the Dropdown under Rating Value: click to select
Add Email to send Alerts to a specific user
- Click Blue + button
- Add the email address you want to receive the alert based on the rules above
- Click Save
Add Locations
- Move toggle "Include All locations of client"
- Add a single or selected locations
- Click on a location and click single arrow to move from Left to Right box
- Click Save
- Add all locations for this programme by changing the 'Include all locations' toggle to 'Yes'.
- Move toggle Include All locations to client
- To add All locations
- Click on Double arrow to move from Left to Right box
- Click Save
To remove location(s)
- Repeat the process from the Right to the Left box
- Click Save
Click the 'Cancel' button to exit this screen without saving changes.
____________________________________________________________________
How do I view alerts for a specific user?
1. Navigate to the dropdown user menu, this can be found in the top right-hand corner next to your name. Click 'Users'.
2. Use the search bar to search for a specific user by name or email. Then follow the same instructions as above to view, edit and/or delete this alert.
Alert Status
The Alert Status show the stage at which each piece of feedback is. Every piece of feedback that has an alert will be showing in the alerts:
- No Alert: Feedback did not have an alert notification
- Received: A feedback alert has been received.
- Responded: The feedback alert has been responded to.
- Closed: The feedback is closed and no further action or customer interaction is needed.
____________________________________________________________________
Need help
Contact the Customer Radar on support@customerradar.com who can help you set up alerts.