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Rules and recipients

What raises an alert, and who gets told about it, are both controlled on the Configuration tab of the Alerts & Actions page. There you manage three things: alert rules, recipients, and the escalation & SLA policy.

Alert rules​

A rule defines the condition that raises a case. By default, a detractor rule applies (NPS ≤ 6), so unhappy customers are flagged without any setup. You can add your own rules on top of that.

Rule kinds​

KindRaises an alert when…
DetractorA response is from a detractor (NPS ≤ 6)
Score belowA score falls below a threshold you set
KeywordA comment contains a keyword you specify
Question optionA specific question is answered with one of the values you list

Adding a rule​

  1. Open the Configuration tab.
  2. In the Alert rules card, choose a Kind.
  3. Optionally choose a Survey to scope the rule (leave as All surveys to apply it everywhere).
  4. Fill in the field that appears for your chosen kind:
    • Score below → a numeric Threshold (e.g. 7).
    • Keyword → the word or phrase to watch for (e.g. refund).
    • Question option → pick a Question, then enter the Values that should trigger it, comma-separated (e.g. 1, 2, 3).
  5. Click Add rule.

To remove a rule, click Remove beside it. With no custom rules, the default detractor rule still applies.

tip

Use keyword rules to catch issues that scores miss — words like "complaint", "cancel", or "legal" in free text can be more urgent than any rating.

Recipients​

Recipients are the people notified when an alert is raised. You can route to everyone, or to a specific team.

  1. In the Recipients card, enter an email address under Add recipient.
  2. Optionally choose a Team to route this recipient by (leave as All teams for a flat list).
  3. Click Add.

Recipients appear as chips; click a chip's ✕ to remove it.

Escalation and SLA​

The Escalation & SLA card lets alerts chase themselves so nothing goes stale. These are time-driven reminders that run automatically.

  1. Tick Enable automatic reminders & escalation.
  2. Set Reminder after (hours) — how long an unactioned alert waits before a reminder is sent.
  3. Set Escalate after (hours) — how long before the alert is escalated.
  4. Optionally set an Escalation email — where escalations are forwarded. If left blank, escalations go to the recipients above.
  5. Click Save policy.
note

Escalation timers are measured from when the alert was raised. An alert that is resolved before its reminder window never triggers a reminder — so prompt action keeps the noise down.