Alert emails

Reporting > Action > Alerts > Emails

Note: This topic describes Alert management using Medallia Setup. Although some Alert properties are common between Setup and Admin Suite, some options can only be configured with Admin Suite, and these may have unintended effects on Setup options. For more information about these differences, see Differences between and issues with managing alerts in Setup and Admin Suite. For information about configuring Alerts with Admin Suite, see Alerts.

Alert emails are notifications sent to users to inform them about the status of Alert instances. These emails are sent as the result of an Alert Action, and typically include a message indicating:

  • A new alert instance.
  • The instance has been assigned to a user or group.
  • The instance has not been updated in a period of time within that set by company policy.
  • Notice of escalation due to inactivity or some other policy.
The content of the message is formatted from a template as plain text, HTML, or both, and can include details about the instance and links to the appropriate report where the user can take action on the Alert.
Tip: When using Medallia Alchemy Experience Reporting, Alert emails automatically redirect links to the Alchemy Experience Reporting URL format (https://instance.com/company/pages/...).

Here is an example of a HTML email template used to notify the user about an alert instance that needs attention. Notice how Experience Cloud replaces the tags with the content information about the Alert instance.

HTML Body section of a email template and the resulting message in a email application

Manage Alert email templates from the Reporting > Action > Alerts > Emails list. From that list you can:

  • Create, edit, and delete Alert email templates.
  • Preview a template.

See Templates for detailed information about creating, managing, and previewing email templates for Alerts. To translate Alert emails content, see Alerts and Rapid Responses.

Alert tags

The Alert email template includes tags that identify the Alert instance as defined in Alert conditions, including:
  • $ALERT_NAME$ — The Name.
  • $ALERT_DESCRIPTION$ — The Alert Name (Brief).
  • $ALERT_BRIEFNAME$ — The Description.

The tags list also includes all the A-fields associated with the survey record, including those specific to alerts. In the Available tags list, type alert to see all tags that contain alert in the field name or description. In the following example, the $ALERT_ASSIGNED_TO_MINUTES$ retrieves the contents of the a_alert_assigned_to_minutes A-field (which is the number of minutes the instance was assigned an owner).

A list of the available tags, filtered for "alert", and the $ALERT_NAME$ tag is selected.

Important: Avoid using an a_alert_owner piped-in in the alert assignment emails because, by the time the alert assignment emails is sent, that field may not be updated and will appear blank.