Learn how to add, edit, and remove contacts who receive notifications when customers leave feedback.
Who is this for?
Tool managers who need to configure who receives feedback alerts for specific tools.
Prerequisites
At least one tool created
Access to the tool detail page
Contact information (email and/or SMS number) for people who should receive alerts
What are Alert Contacts?
Email
SMS
Both email and SMS
Step-by-Step Instructions
1. Navigate to Your Tool
Go to the Tools page in the sidebar
Click on the tool you want to manage alert contacts for
Scroll down to the Notify these contacts section
IMAGE HERE (Screenshot of the tool detail page with the "Notify these contacts" section visible, showing existing alert contacts if any)
2. Add a New Alert Contact
#### Check if Contact Already Exists
Click Add Alert Contact
In the search field, enter the person's email address
If they already exist in the system, they'll appear in the search results
Click Add next to their name
IMAGE HERE (Screenshot showing the Add Alert Contact button and the email search field with search results)
#### Add a New Contact
If the contact doesn't exist:
After searching, the form will allow you to create a new contact
Enter their First Name
Enter their Last Name
Enter their SMS Number (for SMS notifications)
Choose notification method:
Click Save Changes
IMAGE HERE (Screenshot of the new contact form showing First Name, Last Name, SMS Number fields, and Email/SMS checkboxes)
3. Edit an Existing Alert Contact
In the Notify these contacts section, find the contact you want to edit
Hover over the contact
Click the Edit icon (pencil icon)
Update any of the following:
Click Save Changes
IMAGE HERE (Screenshot showing the alert contacts list with the edit icon highlighted when hovering over a contact)
4. Remove an Alert Contact
While editing a contact (follow step 3 above)
Click Remove Contact at the bottom of the edit form
The contact will be removed from this tool's alert list
IMAGE HERE (Screenshot of the edit contact form with the Remove Contact button highlighted at the bottom)
Expected Result
Alert contacts will receive notifications based on their preferences
Email alerts are sent to their registered email address
SMS alerts are sent to their registered phone number
Contacts can be added to multiple tools
Removing a contact only removes them from this specific tool
Common Mistakes
Wrong notification method: Make sure you select Email, SMS, or both based on how the contact prefers to be notified.
Invalid phone number: Ensure SMS numbers are in the correct format with country code.
Not saving changes: Always click "Save Changes" after adding or editing a contact.
Removing from wrong tool: Verify you're in the correct tool before removing contacts.
Duplicate contacts: Search for existing contacts first to avoid creating duplicates.
Troubleshooting
Verify their email address and phone number are correct
Check that the correct notification methods (Email/SMS) are enabled
Ask them to check spam folders for email alerts
NEEDS CONFIRMATION: SMS delivery issues and carrier restrictions
Can't find existing contact: Try searching with different email addresses they might have used.
Save Changes button not working: Ensure all required fields (First Name, Last Name) are filled in.
Edit icon not appearing: Make sure you're hovering directly over the contact in the list.
Best Practices
Assign relevant staff: Add contacts who can actually respond to and resolve customer feedback.
Use appropriate notification methods: SMS for urgent alerts, email for less time-sensitive notifications.
Keep contact info updated: Regularly review and update contact information to ensure alerts reach the right people.
Don't over-notify: Only add contacts who need to receive alerts to avoid notification fatigue.
Test notifications: NEEDS CONFIRMATION: Whether there's a way to send test notifications to verify setup.
Next Steps