Alerts help keep you in the loop whenever a customer triggers events in the cancel experience, like successful deflections or actions initiated. Configure Alerts to stay notified via Slack or Email in Settings Menu in the lower left sidebar.
Webhooks and Zapier
The Alerts in the Settings Menu not only reflect our ready-built Slack and Email notifications, but also reflect Events that can trigger both Webhooks and Zaps with Zapier. If you want to get extra fancy, like adding to email lists or setting off journey's in your marketing automation tools, check out our guides on Zapier and Webhooks:
Email Offer Notifications
If you're using the Send Email Offer Modal, the Sent an Email Alert manages the email that comes from (so don't toggle it off if you're using it!)
The Sent and Email Alert sends the following information in the body of the email:
The Feedback section contains the content of the email sent. Contact us to make changes in the template.
Managing Sent an Email Offer replies
Best practice for managing Sent an Email Offer replies is to get those emails in the hands of your customer support or success teams, so they can reply, track, or report accordingly.
For the purposes of setting up automation workflows or rules in your help desk, the From address is firstname.lastname@example.org, but the Reply-to is set as your customer's email address so that you can reply. The default Subject is Brightback Feedback from (Customer Variable), but can be set to whatever you'd like. Contact us to make changes in your email notification subject.