Rules

Closed Loop Feedback Rules allow you to automatically trigger actions based on survey responses. For example, you can send notifications or assign follow-up actions when a specific answer or score is given.

How do Closed Loop Feedback Rules work?

When setting up a rule, you define what should happen when certain conditions are met. For example: if a score is below 6 and a metadata field equals "User", an email can be sent to that specific user.

You can choose how the follow-up is sent:

• Static – sends the email to a fixed email address
• Dynamic – uses a metadata field to determine the recipient

Static vs dynamic rules

Static Closed Loop Feedback Rules

A static rule always sends the email to a fixed email address that you define in the rule. This is useful when notifications should always go to the same person or team.

Dynamic Closed Loop Feedback Rules

A dynamic rule uses a metadata field to determine who should receive the email. By selecting In metadata field, you can use a value such as an assignee email as the recipient. This allows you to automatically route feedback to the correct person or team based on the response data.

How do I create a Closed Loop Feedback Rule?

You can create a new rule from Rules within the Closed Loop Feedback module.

1. Hover over the survey for which you want to add new rules.
2. Click Add new rules on the right-hand side to open the rules configurator.
3. Click on the plus icon with Add rule.
4. Select the priority of your rule to define how quickly action should be taken.
5. Choose the entity for your rule, this is the entity the rule will monitor.
   • Score
   • Question
   • Metadata
   • Contact
6. For that entity, select what it should define in order to take action. For example, when choosing Score, select a comparer such as is lower than, followed by a certain value. This will then trigger alerts when survey scores fall below this value.
7. Select the action to be executed once the trigger is activated, such as email. 
8. Select the template for your email. These can be set up in the Templates tab of the Closed Loop Feedback module.
9. Specify the source to personalize your alert recipients or message. Here you will select if it will either be a static or dynamic rule.
10. Click Save to activate this automated alert rule.
11. Finally, click Next to proceed and to Finish your Closed Loop Feedback rule.

Spotler FeedbackPro was formerly called Insocial.

How do I edit a Closed Loop Feedback Rule?

1. Hover over the survey for which you want to edit the rules.
2. Click Edit rules on the right-hand side to open the rules configurator.
3. Manage your rules:
   • Activate or deactivate a rule using the toggle
   • Copy a rule to create a variation
   • Delete a rule using the delete icon
4. Click on a rule to open and adjust the settings.