Real-time CX alerts push the moment a response matches your rules, so a detractor reaches the right channel within seconds.
Set up an alert rule
Go to CX → Rules → Alert rules and click New alert rule (or use a preset):
- Rule name: e.g. "Detractor alert".
- Applies to: a specific survey, or All surveys (org-wide).
- When: build conditions with Match ALL / ANY, using any question plus the synthetic NPS score / Sentiment score. Example: `NPS score ≤ 6`.
- Severity: Info / Low / Medium / High / Critical.
- Channels: toggle Email, Slack, Teams, and/or Webhook. With Email on, add Recipient emails (comma-separated).
- Cooldown (min): minimum minutes between repeat fires, to avoid noise.
- Also open a case when this fires: optional, to pair the alert with a closed-loop case.
- Save rule.
Unlike case rules (which pick one winner), every matching alert rule fires. For the full condition vocabulary see Build CX trigger rules.
Quick presets: *Detractor alert + open case* (NPS ≤ 6, High, Email, also opens a case) and *Negative sentiment alert* (Sentiment < -0.3, Medium, Email).
Connect Slack or Teams first
Slack/Teams alerts go out through the integration fan-out, so connect the integration *before* selecting that channel: Settings → Integrations → connect Slack/Teams and pick a channel (e.g. `#cx-detractors`). Email alerts go to the rule's recipient list.
Example
A Zendesk ticket is solved → Revuloop sends a CES survey → the customer rates 2/7 → an alert fires to `#cx-detractors` ("Detractor, CES 2/7, EufyCam S3") and, if you enabled it, a case opens too.