Overview
Case alerts are used to have quick close-the-loop processes in case a recipient answers with very poor ratings or specific wording e.g. "I quit my contract". When defined case alert conditions are triggered, an email is sent to your retention team to follow up with the customer.
Case alerts could be joined by either OR or AND operator. For the first one, it means that if you add multiple Case alerts and at least one of these Case alerts' conditions is satisfied, the email will be sent to the specified address(es). For the second one, it means that this and all other conditions must meet in order for email to be sent.
After you've successfully set a case alert condition and the condition was satisfied a case alert email will be sent which is set in Alert Email tab in Advanced Settings. For more information on Advanced Settings, please see here.
Case Alert Condition based on Answer
Enter the Question's external identifier in the Question External ID field. If you name the external identifier for all the NPS scale Questions in same Survey (or different ones) as "CES" each single case alert set to "NPS" as Question External ID will match all those Questions.
You can create and edit case alerts in the Global Settings section. The picture below shows a case alert for an NPS question where the recipient scored with 2 or lower
When a customer answers the specified question with a value which matches the case alert condition and fully completes the survey (survey state becomes completed, terminated or partial), recipients of the case alert will receive a case alert email.
Case Alert conditions
With conditions, it is possible to set limits when an alert should be sent. Please find tables of applicable operators for various types of questions.
Please note that conditions setup for mismatched operator/question pairs are not supported and might result in unexpected behavior.
Case Alert Conditions based on answer
| Operator | Description | Supported types of questions |
< |
Checks if the response value is less than the specified one |
Scalable Configurable (numeric values only) Open (numeric values only) Number Input |
<= |
Checks if the response value is less than or equals to the specified one |
Scalable Configurable (numeric values only) Open (numeric values only) Number Input |
> |
Checks if the response value is more than the specified one |
Scalable Configurable (numeric values only) Open (numeric values only) Number Input |
= |
Checks if the response value equals to the specified one | All types of questions (excluding system questions such as Finish Survey or Delimiter) |
>= |
Checks if the response value is more than or equals to the specified one |
Scalable Configurable (numeric values only) Open (numeric values only) Number Input |
!= |
Checks if the response value isn't equal to the specified one | All types of questions (excluding system questions such as Finish Survey or Delimiter) |
like% |
Checks if the response value of the open question begins with the specified string |
Configurable (text values only) Open (text values only) Yes/No |
%like% |
Checks if the response value of the open question contains the specified string |
Configurable (text values only) Open (text values only) Yes/No |
likeNot% |
Checks if the response value of the open question not begins with the specified string
|
Configurable (text values only) Open (text values only) Yes/No |
%likeNot% |
Checks if the response value of the open question not contains the specified string
|
Configurable (text values only) Open (text values only) Yes/No |
Case Alert Condition based on Metadata
Enter the metadata column name in the field "Metadata name".
Specify the condition and the value in "Alert Condition" and "Answer Value" fields respectively.
When a customer with metadata value which matches the case alert condition fully completes the survey (survey state becomes completed, terminated or extracted), recipients of the case alert will receive a case alert email.
Important notes:
- In case you are using integer-only comparison operators (
<,<=,>,>=) then the corresponding row/column pair in an import file should consist of integer values, otherwise case alert condition won't work for this row. - In case you are using text-only comparison operators (
like%,%like%) then the corresponding row/column pair in an import file should consist of text values, otherwise case alert condition won't work for this row.
Case Alert conditions
With conditions, it is possible to set limits when an alert should be sent. Please find tables of applicable operators for various types of questions.
Please note, that conditions setup for mismatched operator/question pairs are not supported and might result in unexpected behavior.
Case Alert Conditions based on metadata
| Operator | Description | Supported types of metadata |
< |
Checks if the response value is less than the specified one |
Metadata with numeric values only |
<= |
Checks if the response value is less than or equals to the specified one | Metadata with numeric values only |
> |
Checks if the response value is more than the specified one | Metadata with numeric values only |
= |
Checks if the response value equals to the specified one | Metadata with text and/or numeric values |
>= |
Checks if the response value is more than or equals to the specified one | Metadata with numeric values only |
!= |
Checks if the response value isn't equal to the specified one | Metadata with text and/or numeric values |
like% |
Checks if the response value of the open question begins with the specified string | Metadata with text only |
%like% |
Checks if the response value of the open question contains the specified string | Metadata with text only |
Case Alert Condition based on Classification Result
1. Enter the Question External ID in the correspondent field.
2. Choose a Classifier and a Category from for each field respectively.
3. When a customer with metadata value which matches the case alert condition fully completes the survey (survey state becomes completed, terminated or extracted), recipients of the case alert will receive a case alert email.
Important notes:
- In case you are using integer-only comparison operators (
<,<=,>,>=) then the corresponding row/column pair in an import file should consist of integer values, otherwise case alert condition won't work for this row. - In case you are using text-only comparison operators (
like%,%like%) then the corresponding row/column pair in an import file should consist of text values, otherwise case alert condition won't work for this row.
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