Alert priorities

To edit alert priorities, click the options menu in the top right corner of the Alert lists screen, then select Edit Priorities.

For each alert, click the up or down arrow to the right of the Status column to move the alert priority to the top of the list (highest priority) or to the bottom of the list (lowest priority).

Alerts used in Experience programs

Alerts can be tied to specific Experience programs.

The Used In column shows the number of programs in which each alert is used. You can also view this information by selecting the Used In tab in the details pane. When you update an alert, Experience Cloud refreshes the fields on the Experience program.

Alert settings

Click the settings icon in the top right corner of the screen to view or edit alert assignments, holiday calendars, and alert states.

Alert assignments

Select Alert Assignments from the Alert Settings gear icon to view specific alert assignees. Alert assignees are roles and users who can be made aware of and are responsible for managing specific alert instances. Depending on the configuration, the owner can be an entire group or an individual user in that role. For more information about users and roles, see Users and Roles. For more information about configuring alert assignments during alert creation, see the Alert rules section of Create an alert.

The Roles column lists the roles that can be assigned alerts, either done manually by those users in the Who Can Assign This Role to Alerts column on the feedback record or done automatically via the alert rule or escalation paths. Those roles and users within the roles listed in the Who Can Be Assigned to Alerts column can be assigned to alerts to handle and maintain ownership of those alerts. These users and roles are typically the users that need to follow up directly with customer feedback. For example, a store manager may be the person that is responsible for following up with detractor feedback about the store's layout.

To edit a specific row, click the edit icon to the far right of the line item. To create a new permission, click Add Permission in the bottom left corner of Alert Assignments.

In the Alert Assignment section, select a role that can be assigned to alerts as well as the role that can assign that role. If you select the Also allow Users in this role to be assigned to Alerts check box, an email will be sent to those users to notify them of the alert assignment only when the user has been manually assigned the alert. If an alert is automatically assigned to a user, the information in the Send Email section for the alert will be used for the email.​

The options in the Notification of Assignment section are for those alerts that are configured to send emails to assignees. If a specific alert is not associated with a user, the email that you define in this section will be sent to users automatically assigned to the alert.

Click Save when you are done configuring the permission.

Holiday calendars

Select Holiday Calendars from the Alert Settings gear icon to configure holiday calendars to specify the non-working days where users will not handle alerts and delay timers will be paused on those specified dates. See Holiday calendars in Create an alert for details on associating a holiday calendar with a specific alert.

To edit an existing calendar, click the edit icon to the far right of the line item. To create a new calendar, click Add Holiday Calendar in the bottom left corner of Holiday Calendars.

Enter a calendar name, then enter days or dates that are holidays. Click Add Date to add more holidays to the calendar. Check the Repeats every year box for those days that are holidays every year. Click Save.

Alert states

Select Alert States from the Alert Settings gear icon to select alert states, which define the escalation paths that allow alerts to automatically progress from one state to another.

Select the alert states that will be available to new alerts. Click Save.

Alert state transitions