Alerts - Notify users of certain events and follow up on trends

With alerts, it's very easy to follow up on specific customer feedback. Share negative feedback for swift issue resolution, and engage your teams by sharing positive feedback. Next to that, it's handy to follow up if everything goes well technically, and soon, it will also be possible to follow up on trends in your data.

IN THIS ARTICLE

1. Types of alerts
1. Survey answer
2. No survey sent
3. Trend alerts
2. How to set up alerts
1. How to get there
2. Create a new alert
1. Survey answer
2. No survey sent
3. Trend alerts
3. Notifications

1. Types of alerts

1a. Survey answer

Set up a survey answer alert to get notified when one or more individual responses match specific criteria.

You can define the following conditions:

• Score range, based on the selected metric:
  • NPS: 0 to 10
  • CSAT: 1 to 5
  • CES: 1 to 7
• Open-text response: Choose whether a comment is required for a notification to be triggered.
• ISAAC category path (topic) (optional): Refine alerts even further by specifying:
  • One or more topics the comment should mention
  • Whether those mentions should have specific sentiments (e.g., positive, negative)

When at least one response matches your criteria, a notification is sent to the selected teams and administrators. Learn how to set up an answer alert here.

1b. No survey sent

Sometimes, issues may arise where no surveys are sent, without you noticing, To help with this, you can set up an alert that notifies you if no survey has been sent via an e-mail touchpoint during a specified time frame.

This alert acts as a safety net—ensuring you're aware when no participants have been reached, so you can check whether something went wrong when adding contacts to the platform.

Learn more about no survey sent alerts here.

1c. Trend alerts

In addition to individual answer alerts, you can track aggregate trends over time. Trend alerts notify you when overall results reach a predefined goal or fall below a threshold.

You can configure trend alerts for the following:

• Metric thresholds:
  • Example: NPS ≥ 80
  • Example: NPS ≤ -10
• Topic sentiment distribution (ISAAC category paths):
  • Example: 80% or more of comments mentioning Price > Quality are very positive
  • Example: Less than 20% of comments mentioning Product > Size are very positive
• Response rate:
  • Example: Response rate ≥ 15%
  • Example: Response rate < 5%

These alerts are evaluated daily, based on a predefined rolling date range (e.g., the last 30 days). All responses collected within that period are used to determine whether the alert criteria have been met.

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2. How to set up alerts

2a. How to get there

Step 1: From the home screen of your Hello Customer account, click the Settings icon in the left navigation menu

Step 2: Click Alerts

• on the configuration tile

  

2b. Create a new alert

If no alerts have been created yet, you'll see an empty screen with the option to create a new alert. You can do this by clicking the button in the center of the screen or the one in the upper right corner.

Once at least one alert has been set up, you’ll see an overview list of all existing alerts along with their key details. From that point on, you can create new alerts using the button in the upper right corner only.

After selecting the type of alert, you’ll be guided through a set of steps specific to that alert type.

i. Survey answer

1. Define General Alert Settings

Start by configuring the basic settings for your alert:

• Alert name: Give your alert a clear, recognizable name.
• Touchpoint: Select the touchpoint for which you want to create the alert.
• Metric: Choose between NPS, CSAT, or CES. The dropdown will only display the metrics available for the selected touchpoint.

2. Choose Alert Criteria

Next, define the conditions that should trigger the alert:

• Score range: specify the range of scores you want to monitor. You can set the same value for both the minimum and maximum to target a specific score.
• Open-text requirement (optional): decide whether a written comment is required to trigger an alert.
  • By default, this option is not selected, meaning all qualifying responses—whether or not they include open text—will trigger the alert.
  • If selected, only responses that include an open-text comment will trigger the alert.
• Category path filtering (optional):: after enabling the open-text requirement, you can refine the alert even further:
  • Choose a specific category path or a grouping of ISAAC category paths that the open answer must mention.
  • You can also define whether all sentiments or specific sentiments within the selected topic should trigger the notification.

3. Notification Frequency

Select how often you want to receive alert notifications:

• Immediately: The system checks every two hours and notifies you if one or more responses meet your criteria.
• Daily: Notifications are sent at 8:00 a.m. (UTC) for any matching responses received the previous day.
• Weekly: Sent every Monday at 8:00 a.m. (UTC) for matching responses from the previous week.
• Monthly: Sent on the first day of the month at 8:00 a.m. (UTC) for all qualifying responses from the previous month.

4. Select Notification Recipients

You can choose to send alerts to:

• Administrators: Select from a list of all administrators in your environment.
• Teams: Choose one or more teams. All users assigned to those teams will receive the alert in their inbox—but only if:
  • There are responses linked to that team that meet the alert criteria
  • The team has access to the relevant conversations

Not sure how teams work or how to set them up? Learn more here

5. Customize the Email Subject (Optional)

You can personalize the subject line of the alert email per user language.

• Default subject line:

  New answers for [team name] – [touchpoint name] | Alert: [alert frequency]

• Custom subject line:

  If you choose to customize, input fields will appear for each user language. You only need to customize the languages used by your users.

You can include:

• Free text
• Dynamic fields using the blue insert button:
  • Dashboard name
  • Team name
  • Report frequency

Dynamic fields ensure that the subject line always reflects the correct dashboard, team, and frequency—regardless of changes.

ii. No survey sent

1. Specify a name for the alert.
2. Choose the touchpoint for which you want to set up the alert. This alert can only be activated for email touchpoints.
3. Specify the time period in which no surveys should be sent before you want to send out a notification.
4. Activate or deactivate the alert. When the alert is deactivated, no notifications will be sent, even if the event specified in the alert happens.
5. Specify who needs to receive a notification when the event happens. In the case of a no survey sent alert, only administrators will be able to receive this notification.

iii. Trend alerts

Score evolution

1. Specify a name for the alert.
2. Choose the touchpoint for which you want to set up the alert.
3. Choose the metric: NPS, CSAT, or CES. The dropdown will only consist of the metrics that are available for that specific touchpoint.
4. Define when you want to be notified:
   1. When your NPS / CSAT / CES reaches a certain goal
   2. When your NPS / CSAT / CES drops below a certain threshold
5. Decide how many data is taken into account. You can choose if you take data into account of:
   1. a week (last 7 days)
   2. 2 weeks (last 14 days)
   3. month (from the same day previous month)
   4. quarter (last 3 months)
   5. year (from the same day last year)
   6. since start (all the data of the touchpoint)
6. Specify who needs to receive a notification when the event happens. In the case of a score evolution alert, only administrators will be able to receive this notification.

Sentiment evolution

1. Specify a name for the alert.
2. Choose the touchpoint for which you want to set up the alert.
3. Choose the metric: NPS, CSAT, or CES. The dropdown will only consist of the metrics that are available for that specific touchpoint.
4. Select for which category path you want to receive notifications. Only category paths present in this touchpoint will be part of the dropdown. In case you created a group of ISAAC category paths, it will also be possible to select these groups.
5. Define when you want to be notified:
   1. The amount of (very) positive mentions for the selected category path reaches a certain goal
   2. The amount of (very) positive mentions for the selected category path drops below a certain threshold
6. Decide how many data is taken into account. You can choose if you take data into account of:
   1. a week (last 7 days)
   2. 2 weeks (last 14 days)
   3. month (from the same day previous month)
   4. quarter (last 3 months)
   5. year (from the same day last year)
   6. since start (all the data of the touchpoint)
7. Specify who needs to receive a notification when the event happens. In the case of a sentiment evolution alert, only administrators will be able to receive this notification.

Response rate evolution

1. Specify a name for the alert.
2. Choose the touchpoint for which you want to set up the alert. This alert can only be activated for email touchpoints.
3. Define when you want to be notified:
   1. When the response rate reaches a certain goal
   2. When the response rate drops below a certain threshold
4. Decide how many data is taken into account. You can choose if you take data into account of:
   1. a week (last 7 days)
   2. 2 weeks (last 14 days)
   3. month (from the same day previous month)
   4. quarter (last 3 months)
   5. year (from the same day last year)
   6. since start (all the data of the touchpoint)
5. Specify who needs to receive a notification when the event happens. In the case of a response rate evolution alert, only administrators will be able to receive this notification.

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3. Notifications

Once an alert has been triggered, because an event happened that meets the criteria of your alert, all recipients will receive a notification in their email inbox. You can find some examples below.

No survey sent

Survey answer

When clicking the button View answers in Conversations, you are redirected to the conversations section of your environment with preselected filters, so the correct conversations linked to this notification are shown.

Category path evolution

Clicking on the button VIEW ISAAC ANALYSIS will lead you to the ISAAC analysis of the correct metric within touchpoint of the alert with the correct date range.

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