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[Annoucement] Feedback Routing - Automate Your Feedback Management Workflow

[Annoucement] Feedback Routing - Automate Your Feedback Management Workflow

As promised last week, we are back with a brand new feature release! We have a nice update for customers using our Feedback product – it is now possible to automate routing of incoming feedback emails depending upon preset rules. So, e.g. you can configure a rule that says – “for all the feedback submitted on my website, send UI/UX related issues to design@mysite.com and sales or order related queries to billing@mysite.com“. Sounds exciting? Underneath are a few screenshots from the dashboard on how to use this feature.

Start at Dashboard > Feedback Settings > Feedback Routing to use this feature. By default, we send all the incoming feedback emails to users in your account with “feedback management” access.

Add rules based on categories and your custom fields. E.g. in the screenshot below, we are setting a rule to “send all billing and sales related queries to Bob“.

This is how your routing rules (once saved) appear in the dashboard. You can edit/add any point of time. The changes take effect in almost realtime.

Need routing based on dynamic data? Have we ever said a NO? 😉 If you use custom data, you can now build routing rules based on those too! E.g. in the screenshot below, we are saying “route all design related queries submitted by customers in the paid plan” to a certain email. Cool, ain’t it? For custom data, we support numbers, strings, booleans and date data types.

This is it! If you have any questions on how to use this feature, please drop us a feedback.

Note: This feature is available from the Standard plan and onwards.

Stay tuned, we love you!

  • Created: 04 Sep 2013
  • Last Updated: 05 Sep 2018

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Author

Avlesh Singh Co-founder and CEO, WebEngage

Avlesh is the co-founder and CEO at WebEngage. He occasionally writes here and on his personal blog.


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