It's easy to set up custom email alerts so stakeholders can take action on survey responses to nurture a lead, repair a relationship, or celebrate success with customers.
If you don't set any custom email alerts, all survey responses will be sent to the current owner of the survey via email. You can adjust this by navigating to Draft > Settings > Email Alerts.
Please note: Custom email alerts are only available for GetFeedback customers on Corporate and GetFeedback for Salesforce plans.
Click on the survey you'd like to add email alerts to, then click on the Actions tab to begin creating your email alerts. If you're using our Draft/Publish feature, you'll want to edit these settings in the Draft version of your survey, on the Edit Actions tab.
Name your Action
Set up your if / then rule
Choose which kind of action you'll take. For email alerts, choose Send an email.
Set a Condition to Trigger Your Email Alert
Set up the rules needed to trigger a custom email notification. As an example, we've set a notification email to alert the support manager when a CSAT score lower than three is received.
Set up Multiple Conditions
You may want to send CSAT scores directly to the case owner. In this example, we want to send our support agent, John, the low CSAT scores from the cases he worked on. We already have case ID and case owner merge fields set up within our survey so that we can associate the responses with the case owner. This is what our survey ID might look like if we're sending it out from Salesforce:
You can set your email notification to send John his CSAT scores when he receives a score lower than three, and in cases where he was the owner. If your merge field doesn't show up to be selected when creating these rules, you'll want to run through the survey fully once and submit it. This will ensure that GetFeedback is aware of the merge field name you are using and can populate it in the notifications area.
AND / OR Options
You can 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, or Match Any button. If you wanted to only send John notifications when the score is equal to or lower than three, and he is the case owner, you'd choose 'Match All'.
If you wanted 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 three, you'd choose Match Any.
Choose who will receive the email alert, keeping in mind you can choose multiple people by separating each email address with a comma. Then, set a custom subject line for the survey response notification.
Once you're satisfied with the email alert conditions you've set up, you'll press Save to add them to your Actions Tab.
What Does a Custom Email Alert Look Like?
When the agent receives the custom email alert, it will be formatted just like your other email notifications, with the custom subject line you've established.
Submit a few test responses on your survey to make sure your Custom Notifications are working properly.