Alerts Instructions

Table of Contents

Getting the most out of Alerts
Run report and filter settings
Save report settings
Erase filter set
Download report

Use Alerts to notify the correct employees of specific customer feedback

What are Alerts? Create custom alerts to kick off closing the loop with clients through alert followups.

• Alerts enable the account owner to take action respond to client concerns on a timely basis
• Gain a better understanding behind contacts’ sentiment and concerns through further interaction with specific clients using the Alert Followups reports

Getting the most out of Alerts:

Adding Alerts – Click on the plus button at the top of the gray banner and provide the following:

• Questionnaire and Wave for which you want the Alert to apply to
• Name [of Alert], Group Name, and Sequence
• Roles: Set up an Alert if a contact was identified as having a particular role, but responded in a different
  • For example: a contact may have been invited as a “Day to Day,” but identified him/herself as an “Influencer” in the questionnaire response
  • Such an alert can help you identify the right contacts to engage with
•  Rules: Click “+ ADD RULE” and provide the following in order to trigger the alert:
  • Name for the new Alert
  • Type – dropdown menu to mark type, such as Score (categories are set up during implementation)
  • Question – dropdown menu for specific question that would trigger the alert
  • Min/Max Score – set a range of scores that would trigger the alert
• Purpose & Guidelines:
  • What is the Email subject and the primary purpose of the report?
    • Provide an Email subject and message that will be received by the Alert recipient following a trigger
    • Design the email using data bins by clicking on    icon and using the dropdown menu to insert a variety of TopBox elements to include in an Alert message, such as:
      • Account
      • Contact
      • Alert
      • Question (variety of questions within a Questionnaire)
      • Questionnaire
    • Click on the icon to view and customize the Alert message using HTML
      • Remember to click on “Update” to make sure that all changes are saved
• Recipient:
  • Dropdown menu: indicate who should be the primary contact for this Alert
  • Textbox: include the email addresses of any recipients you would like to CC in the Alert message
    • Use a semicolon to separate the email addresses within textbox
• Quarterback & Timing:
  • Dropdown menu: indicate who should be the primary Quarterback is for this Alert
  • Quarterback: A member of the team who should be made aware of and will receive the Alert
    • Not necessarily the recipient who is responsible for following up
    • Example: a manager or department head who should be made aware of certain client responses through receipt of Alert messages
  • Dropdown menu: set the maximum amount of time you would like to allow for following up on the alert
    • Select:
• Make sure to the press the “Save” button to ensure the Alert is saved
• Useful Filter examples:
  • In Settings & Filters Contact Filters, click on the dropdown menu for Roles and filter by Decision Makers, Influencers, Day to Day (and Other). 
  • In Settings & Filters Account Filters, click on the dropdown menu for Tier to narrow in on certain account tiers. 

To run this report:

1. Select your Settings & Filters*, including:

1. Account Filters: by Accounts, Primary Product, Tier, Region, Sales Rep, Account Manager
2. Contact Filters: by Contacts, Roles
3. Questionnaire Filters: by Questionnaire, Wave OR Start/End Dates*
   1. You may select a start wave without an end wave if that is the only wave for which you want to report
   2. Selecting a wave in the “Start wave” filter will show all data in that wave.
   3. Selecting a value in the “End Wave” filter will show all results for the entered range of start wave and end wave
4. Question Filters: by scores (0-10) relating to specific question types and attributes

*NOTE: The filter names are part of a default set and may change during implementation to better suit your company’s needs.

*NOTE: We suggest using Campaigns (“Waves”) instead of Dates for accuracy in including all Non-Responders. Waves are time periods used for sending, managing, and analyzing feedback and assessing change in customer perception over time (similar to a marketing campaign)

2. Run the report by pressing . You can save these filter settings to use across other reports by clicking the button under the “Settings & Filters” heading.

You will see:

• Data Table: Questionnaire, Wave, Group, Name [of Alert], Order [in which Alerts are sent], Allow Historical (true/false), Recipient (name), To (email address), CC (email address), QB Email, Timing (hrs), Invitation Roles, Response Roles, Rule [name]
  • Click on the column names to sort results by Name [of Alert], Order, etc. Click on the column header again to change the sort direction from Ascending to Descending. Clicking a third time will turn off sorting on that column
  • You may sort by more than one column by clicking each column name in the order desired

3. To clear the filter set, make sure to do so by clicking on the icon under the “Settings & Filters” heading.

4. To download your report:

• Alerts Data Table:

1. Export as Excel file by clicking on the icon on the gray banner

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