NPS alert rules decide who hears about it when a client answers a satisfaction survey, and what happens next. They live behind Score Alerts on the survey card itself rather than in a separate settings area, because routing an answer is something you think about while looking at answers, not ahead of time.
When You'd Use This
Set these up once, early on, so a bad score reaches someone before the client moves on, and a great one turns into a referral ask instead of sitting unread. The rules apply to every client in the brokerage, not just one contact.
What Triggers an Alert
An alert fires when a client's NPS survey response comes back with a score. Every active rule whose range covers that score is raised, not just the first match, so "7 or under tells the whole team" and "7 or 8 asks someone to find out what we could have done better" can both go off on the same 7. Turn a rule off with its On/Off toggle instead of deleting it if you just want to pause it.
Setting the Score Range
Each rule has a Lowest Score and a Highest Score, from 0 to 10. Ranges are free to overlap, so you don't have to carve the scale into clean bands. Out of the box, a brokerage starts with three rules: 0-6 for an unhappy client, 7-8 for room to improve, and 9-10 for a happy one. Edit or delete any of them.
Who Gets Told and How
Choose Whoever sent it to notify the broker who sent the survey, or pick specific teammates by name so more than one person hears about it. Then choose how: In BrokerPlus for an in-app notification, Email, or both. A rule saved with no channel selected still reaches somebody in-app, since an alert nobody can see defeats the point.
Setting a Follow-Up Task's Due Date
Give the rule a task title, for example "Call this client about their score," and BrokerPlus files a follow-up task when the alert fires. The due date isn't a separate control you set on the card each time: it's fixed when the rule is created, and the three starter rules ship with 1, 3, and 2 days for the unhappy, so-so, and happy bands. Leave the task title blank if you only want the notification, with nothing to action.
Common Gotchas
- Overlapping ranges are deliberate, not a bug. If a score seems to trigger more than you expect, check whether two rules both cover it.
- Deleting a rule removes it outright; turning it off keeps the configuration if you want it back later.
- A teammate you've picked to be notified only keeps hearing about scores while they're still on the brokerage's team.
What to Do Next
- Tour the Contact Profile to see where a client's NPS activity shows up.
- Choose the Notifications You Receive to control how you personally get told about alerts, beyond what a rule sets.