Alerts help you monitor potential issues and respond to them quickly. You can configure alerts to be sent on a scheduled or as-needed basis.

There are two types of alerts:

  • Recurring—These alerts arrive in your inbox on a regular schedule and summarize information that you want to track on an ongoing basis. Recurring alerts track overall ratings and trends rather than single events. Examples of recurring alerts include:

    • A quarterly email that lists products with the most-improved ratings.
    • A monthly email that lists products with the most reviews.
    • A weekly email that lists products with the most unanswered questions.
    • A daily email that lists products with ratings averages that have fallen below three stars.

  • Event-triggered—These alerts arrive in your inbox whenever certain conditions are met. Event-triggered alerts track individual post-moderation events rather than overall ratings and trends. Examples of event-triggered alerts include:

    • An email sent to product managers every time a product receives a one- or two-star review approved by moderation.
    • An email sent to the customer service team when a moderator indicates that a review describes a customer service or shipping issue.
    • An email sent to the legal team when a moderator indicates that a review describes a legal liability issue.
    • An email sent to product managers whenever a question or answer is posted for a specific category.

View existing alerts

  1. Sign in to Bazaarvoice Workbench.
  2. Select Alerts > View All Alerts.
    Note: If you do not see a table, your account does not have any alerts configured.

From the alerts table, you can:

  • Click the link in the Alert Name column to view the current alert settings, including the conditions for the alert and the configured recipients. You can also edit alert settings or add more items to the alert.
  • Click the message icon in the Action column to generate the alert report and send it to the configured recipients.
  • Click the delete icon to remove an alert.
    Note: This action does not disable an alert; it deletes it. If you want to have the alert at a future date, you'll have to recreate it.

Create a recurring alert

  1. Sign in to Bazaarvoice Workbench.
  2. Select Alerts > Create a New Alert.
  3. Select Recurring.
  4. Click Continue.
  5. Configure the following information:
    Field Description
    Alert name The alert name that displays in the Alerts table. The subject line of the email message delivered by this alert also uses this name unless you enter a custom email subject in the corresponding field.
    Recipients Enter one email address per line.
    Custom email subject (Optional) If you provide a value for this field, the email message uses this value in the subject line. Otherwise, the email message uses the alert name in the subject line.
    Personal message (Optional) If you provide a value for this field, this text displays at the beginning of the email message.
    Email frequency Select to send the email on a daily, weekly, monthly, or quarterly cadence. In addition to the frequency, select the day of the week to run the alert.
    Only send interesting results Select this option if you only want to send email messages whenever the alert has at least one result that is different from the results of the previous alert. For example, you may not want to receive a daily email summarizing the products with the most unanswered questions if the product list is the same as the day(s) before.
    Include product images Display product images in the email message. This applies only to alerts that contain product results.
  6. Click Add Alert Items.
  7. Select Ratings & Reviews for the Content Type.
  8. Select whether the alert item should track products, brands, or categories.
  9. Select an Alert Type. A list of filters for that alert type will appear.
  10. Configure filters for the alert.
  11. Click Add Alert Item And Return to complete the alert, or click Add Alert Item And Continue Adding to add additional alert items to the alert.
    Tip: You can add more than one alert item to the same alert to receive summaries of multiple items within the same email. For example, the same weekly email can list your top-rated products, lowest-rated products, and products with the most unanswered questions.

After you configure the alert, it is listed in the Alerts table.

Tip: If you do not want to wait until the scheduled time to view the email message generated from the alert, you can run the alert at any time using the message icon in the Action column.

Create an event-triggered alert

  1. Sign in to Bazaarvoice Workbench.
  2. Select Alerts > Create a New Alert.
  3. Select Event Triggered.
  4. Click Continue.
  5. Configure the following information:
    Field Description
    Alert name The alert name that displays in the Alerts table. The subject line of the email message delivered by this alert also uses this name unless you enter a custom email subject in the corresponding field.
    Recipients Enter one email address per line.
    Custom email subject (Optional) If you provide a value for this field, the email message uses this value in the subject line. Otherwise, the email message uses the alert name in the subject line.
    Personal message (Optional) If you provide a value for this field, this text displays at the beginning of the email message.
    Twitter (Optional) Connect a Twitter account to automatically post compelling reviews on Twitter whenever this alert runs.
    Note: These reviews show as posted via TweetConnect with a link describing that application.
    Choose content Select Reviews.
    Display Potentially Sensitive Information Select this option to show decrypted personally identifiable information (PII) in the email message generated by the alert.
  6. Click Save & Continue.
  7. Configure filters for the alert.

    Note: This page includes a check box that enables post-moderation alerts for moderation codes added outside the Bazaarvoice moderation process. By default, event-triggered alerts check the conditions of the alert only once, right after Bazaarvoice moderation occurs. If you apply your own moderation codes after Bazaarvoice moderation, and your alert includes a filter for these codes, the alert won't fire unless you enable this check box.

    Important: If you use event-triggered alerts to send or create tickets in another system, you may not want to select this option because doing so may cause duplicate tickets.

  8. Click Save & Continue.
Tip: Click in the Action column of the alerts table to test whether an individual review meets the conditions of the alert you set up.

Bazaarvoice recommends the following alerts to get started:

Name Description Frequency Recipients Follow-up
Customer Service issue Filters for the CS or SI moderator codes. Event-triggered (immediate) Customer Service Find the consumer's email address in Workbench and respond to the consumer's question or concern.
Liability issue Filters for the LI moderator code. Event-triggerd (immediate) Manager, Customer Service, or Legal Work with Legal on next steps.
Top 25 Products Filters for the top 25 highest-rated products. Recurring (weekly) E-commerce team, Executive stakeholders, Buyers, and Product Managers Identify products whose ratings are quickly rising or falling.
Movers and Shakers Filters top 15, bottom 15, fastest-rising, and fastest-falling products. Recurring (weekly) E-commerce team, Executive stakeholders, Buyers, and Product Managers Set up marketing initiatives to promote products favored by customers.