Get Alerted About Low Customer Ratings

Tell the right people when a customer rates a visit low — by role or by name, in the app and by email — with rules for star levels, comments, and work types.

Updated September 23, 2026

Low Rating Alerts tells the right people as soon as a customer rates a visit low, so someone can call back while the visit is still fresh. You write the rules: which star ratings count, who hears about them — by role or by name — and whether the alert arrives in the app, by email, or both. It lives under SettingsAutomationsManagers & Admins.

It only watches ratings customers leave themselves: the stars in a visit summary or feedback request, and ratings in the customer portal. Ratings the office logs by hand never alert, because the office already knows about them.

Open the automation
Go to SettingsAutomationsManagers & Admins and find Low Rating Alerts. Turning it on the first time opens the Low Rating Alerts window, because it needs at least one rule that is turned on before it can send anything. Later, use Configure.
Add a rule
Under Alert Rules, click New Rule. With no rules yet, Start From a Suggestion offers two ready-made ones: Unhappy customers (1–2★, to Admin and Office Manager, in the app and by email) and Middling ratings with a comment (3★ with a comment, to Office Manager, in the app). You can keep up to 10 rules.
Name it and pick the ratings
Type a Rule Name of up to 60 characters. Under Ratings, click each star chip (1★ to 5★) the rule should watch. A new rule starts on 1★ and 2★. Tick Only when the customer left a comment to skip ratings that are stars only.
Narrow it to some work types (optional)
Leave Work Types on All Work Types to watch every visit, or pick the work types this rule cares about.
Pick who hears about it
Under Send To, tick Admin, Office Manager, and/or Office Worker. Under People, search for and pick anyone else by name — office staff and field managers, up to 25 per rule. A new rule starts with Admin and Office Manager. A rule that is on needs at least one role or one person.
Pick how it arrives
Under Deliver, tick In the app (bell and phone push), Email, or both.
Save
Click Save Alerts. Each rule has its own Turned On switch, so you can pause one without deleting it.

Each rule shows a one-line summary in the list, for example 1–2★ → Admin, Office Manager, 1 person · In the app, Email. A rule limited to ratings with a comment reads 1–2★ with a comment → ….

What a Rule Can Look For

A rating sets off a rule when it matches everything on the rule, the rule is Turned On, and Low Rating Alerts itself is on.

Setting	A rating matches when
Ratings	Its star score is one of the chips you picked.
Only when the customer left a comment	The customer typed a comment. Blank space does not count. Leave it unticked to match stars with or without a comment.
Work Types	The visit's work type is one you picked. All Work Types skips the check.

Several rules can match the same rating. That is useful: one rule can email the owner about every 1★, while another tells the office about any 3★ that came with a comment.

Who Gets What

Roles. Everyone active in your company with a role ticked under Send To hears about it.
People by name. Anyone picked under People hears about it too, on top of the roles. Only office staff and field managers can be picked. Field crews are left out on purpose: talking to a tech about their own rating is a conversation, not an automation.
People who have left. Anyone deactivated, removed from your company, or moved to a crew role is skipped. Click Edit on the rule to see 1 saved person can no longer be alerted (left the team or moved to a crew role) and will be skipped. with a Remove From Rule button.
One alert per person. When several rules name the same person — by role, by name, or both — that person gets one alert for the rating, on every channel those rules turn on.
In the app means a bell notification that opens the visit, plus a phone push when the person uses the staff app.
Email goes to everyone the rule names. It is set per rule by the office, not by each person.

Each alert reads like this:

Title: 2★ rating from Jane Smith
Body: Routine Service at Smith Residence · JOB-2026-0412 · led by Alex Rivera
When the customer left a comment, it follows in curly quotes. The bell shows the start of it, the phone push up to 240 characters, and the email the whole comment.

The email subject is the same as the title.

Anyone can mute the bell and push for themselves

Under SettingsNotifications, the Low rating alerts row sits in Jobs & Dispatch. Untick In-App to stop both the bell and the phone push, or untick Push to stop only the push. The Email column shows a dash, because email is turned on or off per rule by the office. Hover the dash to see why.

When It Alerts Again

Once per rating. Each customer who rates a visit alerts once for each star score. Submitting the same score again — a double click, or re-saving the rating — does not send a second alert.
A comment added later alerts once more. Tapping a star in the email saves the rating straight away, and the comment usually follows a minute later. When it does, the alert goes out again with the comment in it, so you hear why. Rewording the comment afterwards does not alert again.
A new score alerts again. If the customer changes 1★ to 2★, the new score is checked against your rules and alerts again when one matches.
Who counts as one customer. Everyone who uses the rating link on a visit counts as one customer, since the link belongs to the visit. Each customer portal user rates separately, so two portal users rating the same visit can each set off an alert.
Office-logged ratings never alert. Neither do ratings that were already in before you turned the automation on — it only reacts to new ratings.

Every rating is still on the Customer Ratings list

Alerts are a heads-up, not a record. Every rating, alerted or not, is on InboxCustomer Ratings and counts toward the Customer Satisfaction report.

Verify It Worked

Open Configure and read each rule's summary line. It should name the stars, roles, people, and channels you meant.
When the next matching rating comes in, check the bell for N★ rating from and the customer's name. Click it: it opens the visit.
Compare with InboxCustomer Ratings. A rating there with no alert was either logged by the office, or did not match a rule that is on.

Troubleshooting

What you see	Why	What to do
A low rating came in and nobody was alerted	Low Rating Alerts or the rule is off, the rule does not watch that score, its comment or work type setting left the rating out, or the office logged the rating by hand	Check the rule's Ratings, Work Types, and Only when the customer left a comment, and that both switches are on
A customer re-rated and there was no second alert	They submitted the same score again, or reworded a comment they had already left. Only a changed score, or a first comment on stars already given, alerts again	Nothing — this is by design
Email arrived, no bell or push	You unticked In-App for Low rating alerts	Tick it again under SettingsNotifications
Bell arrived, no phone push	You unticked Push, you are not signed in to the staff app on your phone, or your phone blocks its notifications	Tick Push again and check the phone's notification settings
A colleague heard nothing	Their role is not under Send To and they are not under People, they are deactivated, or they muted the alert for themselves	Add their role or pick them by name
Save Alerts shows a message instead of saving	A rule has no name, a rule that is on has no star picked, no role or person, or neither delivery ticked, or the automation is on with no rule turned on	Fix what the message names — for example Pick a role or a person for “Unhappy customers”.

Frequently asked questions

Who gets the alert?

Every active person a matching rule names — everyone in the roles ticked under Send To (Admin, Office Manager, Office Worker), plus the people picked by name under People (office staff and field managers). Anyone deactivated or removed from your company is skipped.

Does a rating the office enters by hand send an alert?

No. Only ratings the customer leaves themselves alert — through the stars in a visit summary or feedback request, or in the customer portal. The office already knows about a rating it typed in.

Two of my rules match the same rating. Do I get two alerts?

No. You get one alert per rating, on every channel any of those rules turns on for you. If one rule sends in the app and the other by email, you get both the bell and the email, once.

The customer changed their rating. Will I hear about it again?

Yes, when the stars change — for example 1★ to 2★ — and a rule watches the new score, and once more when they add a comment to stars they already gave. Submitting the same thing again, such as a double click or rewording the comment, does not alert a second time.

Can I stop these alerts for just me?

Yes. Under Settings → Notifications, untick In-App for Low rating alerts to stop both the bell and the phone push, or untick Push to stop only the push. Email is set per rule by whoever manages Automations, so ask them to take you off the rule.