Create a new Reputation alert

Start from: The Reputation dashboard.

Alerts

Reputation's alert system is designed to notify users when specific criteria are met, helping you monitor important metrics like customer satisfaction and reviews in real-time. With customizable options, the alert system ensures you receive timely updates to address any issues proactively. 

Create an alert

• Navigate to Configuration > General > Alerts.
• On the Alerts screen, select + New.

• A New alert window will pop up, here, you will need to follow 4 steps to create your alert:

1. General Information

•  Assign an Alert Name*. 

• Set the Frequency* for the alert. It can be: 

• Configure how often alerts should be generated:
  • Daily: Receive alerts each day, providing a continuous stream of real-time data.
  • Weekly: Summarize data in a weekly alert for a broader view of customer sentiment trends.
  • Monthly: Review customer feedback over a monthly period for long-term analysis.

• Choose the scope in Alert by*. The possible scopes are:

  • By Business Unit (BU): Calculate the metric for each BU individually in the filter.

  • By Business Unit Group: Calculate the metric for all BUs in the selected group, allowing for broader monitoring across multiple locations.

  • Per Review: Trigger alerts based on individual review criteria, giving granular control over alerts tied to specific feedback.

• Toggle the Status button to make it active.

• Hit the Next button.

2. Define Conditions

• Select the Alert metrics*. You can set up alerts based on various metrics:
  • ???????NPS (Net Promoter Score): Track customer loyalty and satisfaction by measuring the likelihood that customers will recommend your business.
  • CSAT (Customer Satisfaction Score): Monitor customer satisfaction based on recent interactions.
  • Reviews: Keep track of customer reviews across multiple platforms to understand public perception and address issues promptly.
• For each metric, you can configure:
  • ???????Operations*: Examples include “Greater than or equal to,” “Less than,” etc.
  • Value*: Set thresholds (e.g., a CSAT score below 3 triggers an alert).
• Define the days Days without reply*.
• Hit Next to advance to the following step.

3. Apply Filters???????

4. Assign Recipients

• Choose who receives the alerts to ensure that relevant personnel stay informed:
  • ???????Specific Users: Select individuals who need to be notified.
  • Roles: Assign alerts to user roles (e.g., managers, customer service reps) so the relevant teams are always informed.

Notes: All the fields marked with the * are mandatory.

• Once you have finished configuring the alert parameters, select Accept to save the alert. It will now appear in the alerts list for easy management and monitoring.