What is this feature?
This feature is the first launch for our Automation layer. We understand how important it is to take action upon critical feedback and this feature allows you to set up email notifications for timely sensitive feedback.
By setting up the notification, you are able to select if you would like to receive all feedback items or just specific ones.
Selecting the criteria enables you to get notified based on answer, custom variable or specific url. The conditions help you to set this up based on a certain so you only get notified about negative feedback for example.
Note: Email notifications can only be set up by users with the Administrator role. If you're able to create a new Workspace, your account has the Administrator role assigned to it.
Who is it for?
This functionality is specifically relevant to everyone that needs to act quickly on critical feedback. Whether you are a support or service team, a product manager or a platform engineer, feedback about technical issues are crucial in your role.
How to set up a new Email notification?
1. Open Workspaces and navigate to the 'Automations' page
2. Click 'New Automation' to start setting up a brand new automation
3. On the next page you can give it a distinct name (1.) and select the type of automation you want to set up (2.) - in this case this is the 'Email Notifications' option, which is the only option we offer at the moment. Then, click 'Continue to Data' to navigate to the next page (3.).
Note: The name of the Automation will be visible to recipients, therefore be sure to choose something you're comfortable sharing.
4. On the following page, you can select the forms/surveys you'd like to receive notifications about (1.). You can select multiple options. Then, click 'Continue to Conditions' (2.) to further customize your automation.
Tip: We recommend adding form that have the same or similar questions. For example - if you'd like to create a condition on low NPS score, make sure you select forms that contain an NPS question.
5. On the 'Conditions page' you are presented with two options. If you'd like to receive email notifications after every feedback item that comes through the selected forms/campaigns, then select 'All responses'. If you go with this option, you can already click 'Continue to Details' to move on to the next page.
If you'd like to define in what specific cases you'd like to receive notifications, select 'Responses that match conditions' - this will bring up further settings, which we'll discuss below.
6. If you selected the 'Responses that match conditions' option (1.), you'll first see a drop-down menu popping up, where you can select the data source (2.), where you can decide based on what piece of information you'd like to receive the notification. You have 3 options: an answer, a custom variable or a URL.
7. a) If you select the 'an answer' (1.) option from the drop-down, you'll first need to select the question within the form/Campaign based on which you'd like to set up this condition (2.).
Then, you can choose between 2 logic operators (3.): 'is any of' or 'is not empty'.
Lastly, select the values that should match (4.) - the selected elements will be filled in with colour.
Tip: To combine questions into one condition, they'll need to be of the same type eg. Mood Rating with Mood Rating, Rating with Rating. Additionally, they'll also have to be of the same scale eg. Rating questions with answer 1-5 answer options with Rating questions with 1-5 answer options.
7. b) If you select the 'a custom variable' (1.) option from the drop-down, you'll first need to select the name of the custom variable based on which you'd like to set up this condition (2.).
Then, you can choose between 2 logic operators (3.): 'is any of' or 'is not empty'.
Lastly, add all of the values that should match (4.). Make sure to press enter/return after each element you add.
Tip: Custom variables are often used to attach customer data from your own data layer to your responses. For example, you may include a logged in customer's 'play type' as a custom variable. When entering your customer variable, be careful to ensure that the variable name matches exactly. For more information on how you can set up custom variables, please have a look at our Support article.
7. c) If you select the 'a URL' (1.) option from the drop-down, you'll first need to choose between 2 logic operators (2.): 'is any of' or 'is not empty'.
Then, add all of the values that should match (3.). Make sure to press enter/return after each element you add.
8. On the last page, you can define some additional information about the email notifications that will be sent out to you. You'll need to select or enter the email address that the notification will be sent to (1.), the subject line of the email (2.) and a brief message that should be included in the email (3., optional).
Tip: Email recipient suggestion will appear as you type. If you don't see a recipient in the list that you would like to add, simply input their email address and hit enter.
Any questions? Feel free to react our to our Support team at support@usabilla.com.