Alerts
Managing follow-up workflows associated with customer responses
Alerts are cases added to records so that you can follow up with respondents. Specifically, alerts are follow-up workflows associated with responses when the respondent's answers meet some condition, such as giving a low score or complaining about an overdue order. These actionable events start the alert workflow, which then proceeds through one or more states until the issue is resolved.
Alerts appear on the Responses report where users can review and manage alert record instances. Some of the case management activities include the following:
- Sending a response email to the respondent.
- Assigning the alert to a role or user.
- Subscribing to watch and follow the alert.
- Excluding the response from being used in reports.
Access alerts
To use Alerts, roles need one or more of Alerts permissions listed in Administrative permissions depending on the assets to manage. For more information, see:
To access alerts, select Alerts from the Automations tile under the Take Action section.
