When you start receiving scores from your customers, you want to be as responsive as possible. The best way to ensure survey responses are actioned by the right people is to set up Custom Alert Workflows, so your team receives immediate email notifications when feedback comes in.
🛠️ What Are Custom Alert Workflows?
Custom Alerts are created on the Workflows page (⚡ lightning bolt icon in the left menu).
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Navigate to the Workflows page.
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Select "Custom Alerts" under the Actions section.
You can create as many Custom Alert Workflows as you'd like. Each alert can be tailored to notify specific email addresses based on score ranges, customer segments, or any custom data fields provided in the survey response.
🧪 Example Use Case
Let’s say you want your support team to be alerted any time someone gives a score of 0–3 (a Detractor). You can build a workflow using these filters:
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Score is between 0 and 3
You can personalize the subject line and email body using dynamic placeholders like {name}, {answer}, {score}, and any other custom field.
📬 Sending Alerts to Multiple Recipients
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You can add up to 5 email addresses in the To Email field, separated by commas.
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Click the CC+ button to reveal the CC Email field, which allows 1 additional recipient.
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You may also insert dynamic email fields, such as
{sales_rep_email}, in either field.
SES-Enabled Workflows
If your domain is migrated to Amazon SES, you can send alerts to up to 50 email addresses total across the To, CC, and BCC fields.
🔗 Workflow Integrations
Custom Alerts can be even more powerful when integrated with your existing platforms. Workflows can trigger additional actions such as:
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Sending alerts to a Slack channel
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Creating new tickets in Freshdesk or Zendesk
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Opening new Intercom conversations
These options make your alerts not just informative—but actionable across your CX stack.
🙋 Need Help?
Reach out via the in-app chat bubble or email us at support@asknice.ly — we’re happy to assist!