Alerts
Alerts catches the feedback that can't wait. When a customer leaves a low score, mentions a defect, or asks to be called back, Alerts spots it the moment the response arrives and routes it to the right people — so your team can act while it still matters.
Everything in Alerts is scoped to a selected workspace (one of your workspaces). A workspace selector sits at the top of the sidebar; switch it to change which workspace's issues, callbacks, rules and settings you're looking at. Alerts is built for CX and operations teams — no technical setup required.
What you can explore
Issues & triage
Your central queue for reviewing and resolving alerts.
Callbacks
Manage customers who asked to be called back.
Alert rules
Define the conditions that raise an alert automatically.
Statuses & settings
Tailor the workflow your team uses to track alerts.
Key concepts
A few ideas show up throughout Alerts. Once they click, the product is much easier to navigate.
Rule (monitor)
A rule — sometimes called a monitor — is the automation that watches a survey and raises an alert when something matters. Each rule belongs to a workspace and watches one questionnaire. See Alert rules.
Condition
A condition is a single check inside a rule: a field (a survey answer, customer metadata, or a custom field) combined with an operator and a value. A rule can hold several conditions, and they all combine with AND.
Alert (issue)
An alert — shown in the app as an issue — is raised when a response matches a rule. Alerts collect in the Issues & triage hub, where your team reviews and resolves them.
Status
A status tracks where an alert is in your workflow — for example open, in progress, or resolved. You define the statuses your team uses in Statuses & settings.
Callback
A callback is a customer's request to be called back, captured on a survey response. Callbacks land in their own list with the customer's preferred time window and contact details. See Callbacks.
Subscriber
A subscriber is someone who gets notified when a rule raises an alert. You manage subscribers per rule, and you can also watch a rule to receive your own personal notifications.
Recovery
A recovery is an automated follow-up you launch from an alert — for example reaching back out to an unhappy customer to make things right.
Works better together
Alerts watches the responses flowing in from Survey Manager and enriches its issues with profiles from Customers. The cleaner your surveys and responder records, the sharper your alerts.