Step 1: Start Your New Alert
To create a new alert, navigate to the Alerts tab on the left panel. If you have the required user permissions to create Alerts, you will see a blue "New Alert" button. And again, depending on your user permissions, you will have the ability to select from one or both of the following Alert types:
- Private Alerts are only visible/usable for the person who created the Alert. Private Alerts cannot be promoted up to Global status.
- Global Alerts are visible/usable for everyone.
Step 2: Select Your Alert Type
There are a few different types of Alerts you can create and your configuration options will change depending on the type you select.
Segment Alerts notify you when an account, contact, or custom table value enters or exits a saved Segment. To set up a Segment Alert, you must define:
- What type of Segment to get the Alert for: Account, Contact, Custom Table (required).
- If you want to receive the Alert when a record ENTERS or EXITS the Segment (required).
- Which specific Segment the Alert should fire for; the options you have will change based on your select from #1 (required).
- Alert when an Account enters the Account Segment "Renewal in Next 90 Days"
- Alert when an Account enters the Account Segment "High Churn Risk"
- Alert when an Accounts enters the Account Segment "Disengaged Customers"
- Alert when an Account exits the Account Segment "Disengaged Customers"
- Alert when an Account enters the Account Segment "6+ Months Tenure, Haven't Used Sticky Feature A"
- Alert when an Account enters the Account Segment "License Utilization Decrease 40%+ Last Month"
- Alert when an Account enters the Account Segment "Stuck in Onboarding Journey"
- Alert when a Contact enters the Contact Segment "NPS Detractors - Decisions Makers with Renewal in Next 60 Days"
- Alert when a Contact enters the Contact Segment "Primary Contacts with No Engagements in Last 60 Days"
- Alert when a Contact enters the Contact Segment "Decisions Makers with No Logins Last 90 Days"
Event Alerts notify you when an event (i.e. an action) happens. To set up an Event Alert, you must define:
- Which Event Type should trigger the Alert (required).
- Whether the Alert should fire when an Account does this action or when a Contact does this action (required).
- At what frequency you want to be alerted: every time it happens, the first time it happens, the first time it happens after X days (required).
- If you only want to receive the Alert if the action is done by Accounts from a selected Account Segment or by Contacts from a selected Contact Segment (optional).
- Alert when an Account logs in in for the very first time
- Alert when an Account logs in for the first time in 30 days
- Alert every time an Account logs in if the Account is in the Account Segment "High Risk Customers, No Contact"
- Alert the first time an Account uses Feature A, a sticky but complex feature that often requires follow-up from the CSM
- Alert every time an Account uses Feature B, a brand new feature
- Alert every time a Contact logs in if the Contact is in the Contact Segment "Executive Sponsors"
- Alert every time a Contact visits the "Upgrade" page
- Alert every time a Contact experiences a UI Error
Step 3: Set Up Your Alert Text and Message
There are two ways you can customize the information delivered in your Alert: Alert Text and Alert Message.
- Alert Text - This is the subject line of your Alert. This text should be concise but clear.
- Alert Message - This is the body of your Alert. In this message you can type straight text - perhaps to suggest best next steps - and you can also include merge fields so that critical information about the Account, Contact and/or Event is included straight within the Alert itself. This helps make the Alert as actionable as possible.
If you are creating a Global Alert, everything you set for the Alert Text, Alert Type and Alert Message will be universal for all individuals that use that Global Alert. Only users with Global Alert permissions will be able to change the settings of Global Alerts. But all users have the right to turn on the Alert for themselves.