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Slack alerts for detractor responses, how do you set this up?

RMillington

I want a Slack ping the moment someone leaves a 0-6 NPS score with a written comment, routed to the CSM who owns that account. Right now everything dumps into one #cx-feedback channel and the CSMs tune it out.

Has anyone got routing working so the alert goes to the right person, or at least the right pod channel? Is that a Loop-side rule or do I need to build it in the Slack integration with the account owner field?

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RMillington

Routing is a Loop-side rule using the account owner field, as long as that field is populated on the contact. We map owner to a Slack user ID in a lookup table, and the integration DMs them plus posts to the pod channel. The single firehose channel never worked for us either.

RMillington

Make sure the owner field actually syncs from your CRM rather than being entered by hand. Ours was about 30% blank and every one of those alerts fell back to the firehose, which is how we ended up tuning it out in the first place.