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Feedback Automations

Not every report needs the same response time. Automation rules append tags when sentiment or comment text matches, so urgent negative feedback is obvious before you finish your coffee.

Automations require Pro or Max. Rules run on every new submission after the widget delivers the report.

Create a Rule

  1. Open Automations

    From the site menu, open Automations (Pro or Max required).

  2. Add a rule

    Choose match criteria: sentiment (positive, neutral, negative), a comment substring, or both with AND logic.

  3. Name the tag

    Enter the tag label to apply when the rule matches. Tags appear as chips on inbox rows.

  4. Save and test

    Submit a test report from your live site that should match the rule. Confirm the tag appears on the new inbox row.

Example Rules

  • Tag negative reports containing "checkout" for billing triage
  • Tag negative reports containing "error" or "broken" for engineering review
  • Tag positive reports containing "love" or "great" for testimonial follow-up
  • Tag neutral reports containing "feature" for product backlog review

  • Billing urgency rule

    Scenario: Match sentiment: negative AND comment contains checkout. Apply tag billing-urgent.

    Outcome: A visitor writes "Card declined at checkout but my bank shows the charge." The new inbox row gets a billing-urgent chip automatically before anyone opens the dashboard.

  • Engineering error rule

    Scenario: Match sentiment: negative AND comment contains error. Apply tag eng-triage.

    Outcome: Any negative report mentioning "error" or "500 error on save" is tagged eng-triage. Your on-call filters the inbox or webhook stream for that tag first.

  • Testimonial follow-up rule

    Scenario: Match sentiment: positive AND comment contains love. Apply tag testimonial.

    Outcome: A positive comment like "Love how fast the dashboard loads" is tagged testimonial so marketing can follow up without digging through mixed sentiment rows.

  • Two rules on one report

    Scenario: Rule 1 tags negative + checkout as billing-urgent. Rule 2 tags negative + error as eng-triage. A visitor submits negative feedback: "Checkout error - payment API failed."

    Outcome: Both rules match. The report gets billing-urgent and eng-triage tags once each. Downstream webhooks include both values in automation_tags.

Tags in Webhooks

Automation tags are included in the automation_tags array on webhook payloads. Use them in Slack workflows, Zapier filters, or custom receivers to route reports downstream without manual copy-paste.

Rule Order and Deduping

Rules are evaluated in order. If multiple rules match, each tag is applied once; duplicate tag names from different rules are deduped on the report.

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