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Managing Notifications

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Configure your own alerts or alerts for your team.

Notifications allow you or other users on your account to receive an alert (via email, mobile push, and/or in platform) for various platform events related to:

  • Actions
  • Listings
  • Inbox
  • Integrations
  • Reviews
  • Social
  • Surveys

Your Notifications

You can configure your own notifications or modify the properties of notifications that have been set up for you by an administrator.

To configure your own notification:

  1. Click Settings from the upper right corner of the platform.
  2. From the Admin menu (My Account tab), click My Notifications.
  3. From Notification Settings, click Add Notification.
  4. From the Select Event drop-down, choose the event for which you want to create an alert.

The available events depend on the features of the platform you have access to.

  1. Click Next.
  2. Modify the notification settings. Settings vary depending on alert type. Not all settings are listed here.
    • Rule Name – Set a name for the notification to help you identify it in your list.
    • Channel – Channel availability may vary: Email, Mobile Push Notification, Platform Notifications Tray.
    • Frequency – The frequency with which to receive the alert: Immediate, Daily, Weekly, Monthly. Immediate sends emails each time the notification process finds one or more items that meet the conditions. All other options send a digest email according to the selection.
    • Survey Names – Receive alerts for specific surveys. Select one or many.
    • Survey Conditions – Receive alerts from selected survey(s) based on how certain questions are answered. Select the value or question to be alerted about (sentiment, comment, any survey question, or location attribute), choose an operator (is equal to, does not equal, etc.), and select value(s).

      Click Add Filter and/or Add Filter Set to build out advanced survey condition logic.

    • Group Similar Emails – Group similar notifications generated in the same timeframe into one email. Selecting “No” sends individual emails for each event (new review, new simple survey, new Q&A).
    • Email Subject – Choose the subject line of the email when it arrives in your inbox. Inserting variables allows you to identify the source, location, or other information about the ticket to help manage/group multiple alerts arriving in your inbox.
    • Email Custom Message – Enter verbiage to add to the beginning of the email, which can be used to set context for why the alert was sent or what the expectation is for taking action.
    • Alert For – Receive alerts for all locations (click All), or select individual locations. If you have more than one Alert For filter option, your account has custom filters, which allows you to choose custom segments to associate with the alert.

      If authorized locations are already specified in your user profile, do NOT specify them again in the alert settings. The user profile level automatically cascades location settings to all related alerts, which prevents you from having to modify individual alert properties. If you do modify location settings within an alert, changes at the user profile level no longer apply to the selected alert.

    • Sources – Receive alerts for all sources associated with your account (click All), or select individual sources.
    • Survey Result Flags – Receive alerts based on survey quality indicators. Options include: Suspect, Flagged, Removed, and Read. Select one or many.
    • Survey Result Origin – Receive alerts based on how survey results entered the Reputation platform. Options include: Import, Desktop, API, Conversation, Mobile.
    • Show Metadata – Configure alerts to include customer metadata passed through in survey results.
  3. Click Save.

The alert becomes active and will notify you via the selected channel(s) and frequency when the notification conditions are triggered. You can also disable the alert or edit, copy, and delete.

Notification History

Within the Notification Settings below any configured alerts, view the historical log of each notification.

 

Role-Based Notifications

Manage user-level notifications in bulk by applying role-level notifications. For example, all “Accounting” members can share notification settings whenever a ticket is assigned to the Billing queue.

Alternatively, you can add alerts on behalf of another user one-by-one by accessing the Admin menu (Users tab) and click the My Notifications tab for that user.

To configure a role-based notification:

  1. Click Settings from the upper right corner of the platform.
  2. From the Admin menu, click Roles.
  3. Click on the role you want to edit.
  4. Within the role settings, click the Notifications tab.

The platform prompts you to confirm any settings you apply to the notifications within the role, as they will apply to all users who have that role assigned.

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