How email alerts work

Short answer: When a customer leaves a poor rating, the people who have alerts on for that location are emailed, subject to the safety limits below. The email says which location it was and links to your feedback inbox, where you can read the feedback and follow up.

What triggers an alert?

A rating of 3 stars or below on that location's feedback page or form, or feedback with a negative comment. A good rating with positive feedback doesn't send an email; you'll see it in your dashboard.

What's in the email?

The location name and an Open feedback inbox button. The customer's comments and contact details are not in the email. They stay in your secure dashboard, so you sign in to read them.

Who gets it?

The owner and managers assigned to that location who have their own alerts on, plus the location's optional outside email address when its alert switch is on. Owners can check the Who gets alerts list on the location page. Your own switch, Email me when a customer is unhappy, is in Settings and applies to every location you manage.

Do test responses send alerts?

No. Test responses are marked TEST and never send alerts.

Are there limits?

Yes, as a safety limit: up to 10 alerts per location per hour and 100 per business per day. These limits count recipient emails, not feedback responses. One response sent to several people uses more than one alert. Extra feedback is still flagged in your inbox.

I didn't get an alert. Why?

Check, in order: the response was a test; your own email alerts are switched off; you're a manager who isn't assigned to that location; or it went to spam. The safety limits above can also stop an email without hiding the feedback in your inbox.