Set Up Notifications
Build alert rules that fire the moment feedback hits your conditions.
- You need admin access to do this. About roles
Get alerted the moment something changes. A score tanks, a keyword appears, a new response rolls in — you decide what matters and the system tells you when it happens.
Creating a notification means defining the rule: what to watch, what condition triggers the alert, and who gets to see it. Only Admins can create notifications. If you just want to subscribe to an existing one, head to Choose What You Get Notified About.
Quick Start
- Go to Account > My notifications > Create notification.
- Choose what to measure and set a trigger.
- Name it and save.
How to Get There
Click your name in the top-right corner, select Account, click Manage on the My notifications card, then click Create notification.
You can only create notifications from your own Account page. To manage another user's subscriptions to existing notifications, see Choose What You Get Notified About.
Notification Settings
Click Create notification to open the editor. It walks you through each field.
Choose What to Measure
Tell the notification exactly what to monitor.
Select a Folder, Location, or Website using the Touchpoint picker. This sets the scope — the notification monitors feedback received at this level and everything below it.
Select a Stream within your chosen Touchpoint. The notification focuses exclusively on responses to this Stream.
For Survey Streams, pick the question you want to track. Available trigger types and metrics depend on the question type.
Select the Criteria
This is the heart of the notification — the condition that decides when it fires.
Trigger — choose one:
Fires every time someone submits a response. Ideal for staying close to individual feedback in real time.
You can narrow which responses trigger the alert:
- Smiley questions — select specific smiley buttons (e.g. only the two unhappiest).
- Multiple-choice questions — select specific answer options.
This keeps noise down. You only hear about the responses that actually matter.
The system monitors each Touchpoint individually under your selected Folder, Location, or Website. When any one crosses the threshold, you get notified — and the alert tells you exactly which Touchpoint triggered it.
When you select this trigger, the Metric, Threshold, and Time period fields appear below (see next sections).
The system monitors each Location or Website individually under your selected Folder. When any one crosses the threshold, you get notified — and the alert identifies which Location or Website triggered it.
When you select this trigger, the Metric, Threshold, and Time period fields appear below (see next sections).
The system calculates the combined metric across all Locations or Websites under your selected Folder. You get notified when the combined result crosses the threshold.
This trigger is only available when you select a Folder as your source.
When you select this trigger, the Metric, Threshold, and Time period fields appear below (see next sections).
Metric
This field appears for threshold-based triggers. Pick the value you want to track.
- Response count — total number of responses received.
- Response percentage — percentage of responses matching specific smiley buttons or answer options.
- Insights Index — overall satisfaction score.
- NPS® Index — Net Promoter Score.
- CSAT — Customer Satisfaction Score.
- CES — Customer Effort Score.
- Positive and Above Score (PAS) — percentage of positive and very positive responses.
- Very Positive Score (VPS) — percentage of the most positive responses.
- Neutral and Above Score (NAS) — percentage of neutral and above responses.
Which metrics are available depends on the question type and the index configured for the Stream. See What Do the Scores Mean? for details on each index.
Threshold
This field appears for threshold-based triggers. Set the boundary that fires the alert.
Choose between two modes:
Alert based on the absolute value. Choose Greater than or Less than and enter a number.
Example: "Notify me when the Insights Index is Less than 70."
Alert based on how much the value has shifted since the last time window. Choose a direction (Increased, Decreased, or Unchanged), then choose More than or Less than and enter a number.
Example: "Notify me when the Insights Index has Decreased More than 5 compared to the previous period."
Time Period
This field appears for threshold-based triggers. It defines the data window the notification evaluates.
Checked every 15 minutes:
- Last 15 minutes, Last 30 minutes, Last 60 minutes
- Last 2 hours, Last 3 hours, Last 4 hours, Last 6 hours, Last 12 hours, Last 24 hours
Checked on a schedule you define:
- This week, This month, This quarter, This half year, This year
- Previous week, Previous month, Previous quarter, Previous half year, Previous year
When you select a longer period, additional settings appear:
- Frequency — how often to evaluate: Daily, Weekly, Monthly, Quarterly, or Yearly.
- Day — for Monthly and longer: First or Last day. For Weekly: select a weekday.
- Time of day — hour and minute (in 15-minute increments).
- Timezone — the timezone used for scheduling.
For non-index metrics, you can check Include periods with no responses. This means the notification evaluates — and potentially fires — even during time windows with zero responses. For example, if you set a threshold of "Response count Less than 5" and enable this option, you get notified when there are zero responses, because zero is less than five.
Enter a Subject
This is the subject line of the email sent when the notification fires. Make it descriptive so you can instantly understand the alert when it hits your inbox.
You can use emojis to make the subject stand out — for example, "
Unhappy response at Reception" or "📉 Weekly NPS below target".
Insert placeholders that get replaced with real values when the notification fires.
For "When a new response is received" triggers:
| Placeholder | What it shows |
|---|---|
{value} | The current value of the metric (e.g. the button pressed, CSAT score, NPS score) |
For threshold-based triggers:
| Placeholder | What it shows |
|---|---|
{value_prev} | The previous value of the metric for the preceding time period |
{value_difference} | The difference between the current and previous value |
{value_difference_abs} | The absolute difference between the current and previous value (always positive) |
Example: A subject like " Satisfaction dropped by {value_difference_abs} points" would appear as " Satisfaction dropped by 12 points" in the email.
Enter a Friendly Name
A short label shown in the notification table inside Ombea. This helps you and other users identify the notification at a glance — for example, "Reception alert" or "Weekly NPS check".
Select Style
Choose an icon that signals severity at a glance. The editor shows three colored icons — pick the one that fits:
- Negative (red) — problems like low scores or negative feedback.
- Neutral (gray) — informational updates like periodic summaries.
- Positive (green) — good news like high performance milestones.
Choose How to Be Notified
- Notify me by email — sends an email when the condition is met.
- Notify me in the inbox — surfaces the notification in the in-app Inbox. If you have the Ombea app installed, this also triggers a push notification on your device.
Both are enabled by default. Disable either one as needed.
Choose Visibility
- Only to me — only you see this notification.
- To every user of the selected Touchpoints — all users with access to the selected Folder, Location, or Website can see this notification in their table and choose to subscribe (see Choose What You Get Notified About).
Edit or Delete a Notification
You can only edit or delete notifications you created. Click your name in the top-right corner, select Account, then Manage on the My notifications card, and select the notification you want to change.
Examples
A frontline manager wants to know immediately when someone is unhappy.
- Trigger: When a new response is received
- Question: Your smiley question
- Narrow to: The two unhappiest smileys
- Style: Negative
- Delivery: Email and Inbox
- Visibility: Only to me
Result: You get an email and an Inbox notification every time someone taps an unhappy or very unhappy smiley.
A regional manager wants a heads-up if the combined score is slipping.
- Trigger: When a metric for all Locations or Websites combined reaches a threshold
- Metric: Insights Index
- Threshold: Less than 70
- Time period: This week
- Frequency: Weekly (Monday)
- Style: Negative
- Visibility: To every user of the selected Touchpoints
Result: Every Monday, all users with access get notified if the combined Insights Index fell below 70 during the past week.
An operations lead wants to catch sharp declines before they become trends.
- Trigger: When a metric for a single Location or Website reaches a threshold
- Metric: Insights Index
- Threshold: Decreased More than 10 compared to the previous period
- Time period: Last 24 hours
- Style: Negative
Result: You get alerted for each Location or Website where the Insights Index dropped by more than 10 points compared to the previous 24-hour window.
A team leader wants to spotlight top performers.
- Trigger: When a metric for a single Location or Website reaches a threshold
- Metric: Very Positive Score (VPS)
- Threshold: Greater than 80
- Time period: This month
- Frequency: Monthly
- Style: Positive
- Visibility: To every user of the selected Touchpoints
Result: At the start of each month, all users get notified for each Location or Website that hit a VPS above 80.
Was this helpful?