👤 My Settings and Notifications Page

🎯 Introduction

The My Settings and Notifications page allows you to manage your personal profile, customize how and when you receive survey alerts, and configure automated email digests. Updating these settings ensures you stay informed about customer feedback, track key metrics, and keep your account details up to date in AskNicely.

⚙️ Edit Profile

1. Navigate to Settings > My Settings.

2. Click the Edit Profile button, adjust your account details:

   • Change User Name: Update the text in the Name field to change your display name.

   • Change Password: Enter your current password, followed by your new password in the designated fields, then click Save.

   • Toggle Weekly Email: Switch the Weekly Email toggle to On to receive a weekly email summary highlighting your account's core performance metrics and response activity over the past 7 days.

   • Toggle Personal Scorecard Email Report: Switch the Personal Scorecard toggle to On. This sends an individualized performance report detailing customer feedback, response metrics, and scores specifically tied to your assigned account or user profile.

🛠️ Feature Settings

1. Navigate to the Feature Settings section on the page.

2. Opt into Beta Features: Switch the Beta Features toggle to On to get early access to upcoming features.

   • Note: This option is controlled by permissions set on the User Role page. If your user role does not have beta feature permissions enabled, this toggle will not be visible.

3. Realtime Alerts: Switch the Realtime Alerts toggle to On.

   • When enabled, a small box will display in the top right corner of your screen whenever a new survey response is received while you are logged in.

📩 Message Notifications

The settings in this section apply if you have activated the Notify toggle on the Messages page. These preferences determine how AskNicely alerts you about new replies, @mentions, and notes.

1. Locate the Message Notifications section.

2. Configure your primary notification channels:

   • Notify via Email: Switch the toggle to On to receive email notifications for replies, mentions, and notes.

   • Notify via Mobile: Switch the toggle to On to receive mobile notifications for replies, mentions, and notes.

3. Case Overdue Toggle: Switch the Case Overdue toggle to On to receive notifications for cases which have exceeded the SLA limit.

4. Create Custom Notifications:

   1. Click the + New Custom Notifications link to open the configuration page.

   2. Name the Notification: Enter a descriptive title in the Name field (e.g., "Detractor Alert").

   3. Add Rule: Set up rules based on custom fields and response fields such as score, answers to survey questions, and survey metric.

   4. Notes and Replies Toggle: Switch the toggle to On to notify me about notes and replies added to the response.

   5. Click Save.

Example: This custom notification will send an email to the user's email address when detractor Responses associated with the Rockwood branch are submitted by the Contact. 

Example of custom notification email:

 

📊 Email Digests Configuration

1. Scroll to the EMAIL DIGESTS CONFIGURATION section.

2. Toggle on to be sent Weekly or Monthly digest.

3. Select which survey metrics to include by switching the corresponding metric toggles to On:

   • NPS

   • CSAT

   • Five Star

4. Click Save.

   • Note: Availability of these options are set on the User Role page.

❓ FAQs & Common Issues

Q: Why can't I see the "Opt into Beta Features" toggle? A: Visibility of the Opt into Beta Features toggle is based on a toggle set on the User Role page.

Q: What triggers a Case Overdue notification? A: Case Overdue notifications are triggered for cases which have exceeded the SLA limit.

🙋 Need Help?

If you need assistance, contact [e-mail]