Trigger rules are how the CX suite reacts automatically: a response comes in, your rules evaluate it, and matching rules open a case and/or fire an alert. Build them with the no-code builder, with no API required.
Where to find it
In the left nav go to CX → Rules ("Trigger Rules"). At the top, pick a Survey (or leave it for org-wide alert rules), then work in the Case rules or Alert rules section. Rules are managed by Owners, Admins, and the CX Manager role.
The condition builder (shared by both)
Every rule matches on one or more conditions:
- Choose Match ALL (every condition must be true) or Match ANY (any one of them).
- Add a condition row using Field → Operator → Value:
- Field: any question in the survey, plus the synthetic NPS score and Sentiment score fields.
- Operator depends on the field type:
- Numbers / NPS / sentiment / rating / scale / slider: =, ≠, >, <, ≥, ≤, is empty, is not empty
- Text: equals, not equals, contains, not contains, is empty, is not empty
- Choice: equals, not equals, is one of, not one of, is empty, is not empty
- Value: the number / text / option to compare against (hidden for the "is empty" operators).
- Click + Add condition for more rows, or the ✕ to remove one.
Example: `NPS score ≤ 6` (a detractor), or `CES question ≤ 2` OR `Sentiment score < -0.3`.
Case rules
A case rule opens a closed-loop case. When several case rules match the same response, the highest-priority one wins (one case per response).
Fields: Rule name, When (conditions), Case priority (Low / Medium / High / Urgent), and an optional SLA (hours) clock. Toggle Enabled to activate. Owner assignment and routing happen in the Case Inbox after the case opens.
Quick presets: *Detractor → open case* (NPS ≤ 6, High, 24h SLA) and *Very negative sentiment → open case* (Sentiment < -0.3, Medium, 48h SLA).
Alert rules
An alert rule notifies your team. Unlike case rules, every matching rule fires.
Fields:
- Rule name
- Applies to: a specific survey, or All surveys (org-wide).
- When: conditions (as above).
- Severity: Info / Low / Medium / High / Critical.
- Channels: toggle Email, Slack, Teams, and/or Webhook.
- Recipient emails: comma-separated (shown when Email is on).
- Cooldown (min): minimum minutes between repeat fires, to avoid noise.
- Also open a case when this fires: spawn a case alongside the alert.
Slack / Teams delivery goes through the integration: connect it first in Settings → Integrations and pick a channel (e.g. `#cx-detractors`). See Real-time CX alerts.
Quick presets: *Detractor alert + open case* (NPS ≤ 6, High, Email, opens a case) and *Negative sentiment alert* (Sentiment < -0.3, Medium, Email).
Save & manage
Click Save rule. A rule needs a name and at least one condition. Each saved rule shows its conditions summary and a priority / severity badge, with an inline On toggle, an edit (pencil) control, and a delete (trash) control.