Set up Salesforce tasks and email alerts for your team to take immediate action on customer feedback. Use the Actions tab to set up conditions to trigger the creation of a custom email alert, or Salesforce task. Set up more than one action to send an email and trigger a task using the same conditions.
Corporate Plan customers will only be able to send email notifications from the Actions tab of their survey.
Create a Task Action
Create a Salesforce task to take action on your survey results. Use Actions to reach out to a prospect, or follow up with a customer that provided a low CSAT score. Assign the task to the right person on your team with their Salesforce user ID.
Dynamic Task Assignment
+Automate Assignment to select your task owner from your survey merge fields, and add a User ID as a Fallback value.
Choose +Custom Variable to add a merge field value to your Task subject field. If your merge field doesn't show up when assigning the Task, submit a test survey response with the desired merge fields filled in. This ensures GetFeedback is aware of the merge fields and can populate them in your Actions.
Add a Fallback Value from Salesforce. Navigate to Set Up > Administration > Users in Salesforce. Pull the ID right from the user page URL. Check out this Salesforce support article on how to locate a user ID in Salesforce.
Putting it All Together
When you receive a survey response that matches the conditions, Getfeedback will trigger the Action. View the task by clicking on the Salesforce mapping status of the survey response in the response table. Click on Task in the pop up alongside your Salesforce mappings to view the task in Salesforce.
Send an Email Action
Use Email Alerts to follow up with a dissatisfied customer, or reach out to a lead. Choose the email address for the recipient of the alert - this could be an individual stakeholder, or a general team address - like firstname.lastname@example.org.
Add a custom subject line for the email alert, so your recipients will know what the alert is for.
Add the merge field to the subject line of the email by choosing +Custom Variable. If your merge field doesn't show up - you'll want to submit a test of the survey with the merge field filled in. This ensures that GetFeedback is aware of the merge field and can populate it in your Actions and in your response data.
Set up Slack notifications to ping your team about incoming survey responses. Post in Slack when you receive a high CSAT survey score, or when a customer needs a follow up after a low annual NPS.
Use the GetFeedback Slack integration to post to a public channel, @ your teammates, or send a direct message. See this article for a full explanation of Actions for Slack.
Connect GetFeedback to Slack by navigating to Integrations > Slack within your GetFeedback account.
In Slack, invite the GetFeedback Slackbot to join the channel you'd like to post in.
In GetFeedback, on the Actions tab of your survey, select Post to Slack in the Select an option drop-down.
Select the Slack workspace you’ll post to. If you have only one Slack Workspace we’ll select it for you.
Choose where the Slack Message will be posted, in a DM or public channel. Slack messages can only be posted to channels where the GetFeedbackApp bot has been invited to join.
Create Multiple Actions
Add more than one action to your conditions set by clicking Add Action. Send an email to your customer success team, and create a follow up task in Salesforce using the same conditions.
Set Conditions for Actions
In the example below, we've set up a case closed CSAT survey. We want to notify the support agent directly if someone responds with a 3 or below so that they can follow up. John, our support agent, will receive an email alert each time a customer gives him a CSAT score less than 3.
Set Multiple Conditions
For your use case, you want to send John the CSAT scores for the cases that he worked on. You probably already have merge fields in your survey so you can associate survey responses with each support agent. Here's an example of a survey URL with Salesforce ready merge fields:
Set your email alert to send John CSAT scores where he receives a score lower than 3, and only in cases where he was the owner. If your merge field doesn't show up when creating these rules, you'll want to submit a test of the CSAT survey with merge fields. This ensures that GetFeedback is aware of the merge fields you’re using and can populate them in the Actions area.
AND / OR Options
Adjust your Custom Notifications to match all of the rules you set, or any of the rules you set. This setting can be toggled by clicking the Match All / Match Any button. If you want to only send John notifications when the score is equal or lower than 3, and he is the case owner, choose Match All.
To send John notifications for survey responses where he is the case owner, or any case that received a score less than or equal to 3, choose Match Any. When you're satisfied with the conditions you've set up for your Actions, you'll press Save to add them.
What Does an Email Alert Look Like?
Custom email alerts are formatted just like other GetFeedback response notifications, with the custom subject line you've established. At this time, we aren't able to white-label or customize the look of your custom email notifications other than subject line merge fields.