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Setting Up Review Alerts and Notification Rules

The Alerts feature allows you to automate how your team monitors critical feedback. By setting up real-time notification rules, you ensure that high-priority updates, such as a sudden negative review, are immediately escalated to the right people, allowing for rapid service recovery and internal follow-up.

1. The Alerts Dashboard

Navigating to the Alerts section opens a centralized control panel. Here, you can audit the performance of your active notification workflows via three key metrics:

  • Active Alert Rules: The total number of monitoring rules you currently have running.
  • Triggered Alerts: A historical count of how many reviews have breached your set thresholds.
  • Response Rates: Tracks how quickly or consistently your team responds to reviews that have triggered an emergency alert.

2. Creating a Custom Alert Rule

Setting up automated tracking takes only a moment. To build a new notification rule:

  1. Click the Create Alert Rule button to open the setup wizard.

  2. Define the Threshold: Set the exact score parameters you want to monitor (e.g., any score below 3 stars or any negative NPS rating).

  3. Select the Target: Choose the specific metric or question type you want the system to watch.

  4. Choose Your Delivery Channel: Select how your team should be notified when a review matches your criteria:

    • In-App: A notification badge will appear directly on the top-bar bell icon inside the platform.
    • Email: An immediate message will be sent to designated team inboxes.
    • Other Integrations: Direct delivery through any additional messaging channels connected to your account.

  5. Activate: Click Create Rule. The system instantly begins monitoring all incoming streams in the background.

3. Streamlining Operational Responses

Best Practice: We highly recommend setting up an immediate email alert for "Detractor" or low-scoring reviews. Giving your management team instant visibility into guest dissatisfaction allows you to address operational issues and contact guests for service recovery before they leave your property or post further online.