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Automated Alerts

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Automated Alerts in TruVoice leverage real-time buyer feedback to enhance performance and coaching. This guide explains how to set up alerts that empower your sales, customer success, and enablement teams.

These alerts are triggered based on predefined criteria tied to sales skills, solution capabilities, success skills, and company attributes. When buyer feedback meets these criteria, the system generates an alert that includes a summary of the feedback—covering performance ratings for specific skills or capabilities and any related qualitative insights—helping your teams better understand and improve their performance.

How It Works

Navigation

To access Automated Alerts, go to the Admin tab, select Communications, and then click Automated Alerts 

 

The Automated Alerts page may either be empty—prompting you to create your  first alert—or display a table/grid listing existing alert details

Alerts can be managed and maintained using the options menu for an alert, where you can delete the alert, edit the alert's settings, or duplicate the alert to help create alerts quickly. Each alert includes a toggle control that allows you to set whether an alert is enabled or disabled

 

Creating a New Alert

 Step 1 : Click on Add Alert button on the Bottom left of the Page

Step 2 : Select the Alert Type : When creating a new alert you will define the type of alert and an alert label. There are two types of alerts that can be defined

  • Performance Alerts guide recipients to a Performance Monitor specific to the sales or customer success rep in question, offering a  detailed view of performance for the Alert's selected criteria

  • Coaching Alerts direct recipients to enablement content related to the specific criteria if performance falls below a predefined threshold set in the alert's settings. They are meant to provide immediate learning resources to address the feedback and help the sales rep or success rep improve in that area.

 

Step 3 : In the Alert Label field create a name for the new alert email

 

Step 4 : In the "Email Subject Line" create a subject line for the alert email

 

Step 5 : Option to "Insert Tokens" into the subject line

A token is a unique placeholder or variable that can be inserted into the subject line of your alerts. When the alert is sent, the token is automatically replaced with the dynamic information specific to the account or opportunity that triggered the alert. By using tokens in your email alert's subject line, you can create dynamic and more effective alerts that ultimately improve engagement with the alert contents

  • Program tokens are used when you want to include dynamic information that is related to your program and include tokens like {{CSM}} which will display the name of your Corporate Visions Customer Success Manager, or {{ClientName}} which will display the name of your organization.
  • Contact tokens are used to display information specific to the contact that provided feedback and include tokens like {{ContactTitle}} which will display the contact's title, or {{ContactFirstName}} which will display the contact's first name.
  • Opportunity tokens are used to display account or opportunity information and include tokens like {{Outcome}} which will display the outcome for the opportunity (e.g., Win, Loss, No Decision, etc.), or {{DealSize}} which will display the opportunity amount.

  • Profile tokens are used to display information specific to the feedback profile and include tokens like {{StrongestCompetitor}}which will display the strongest or primary competitor based on the contact's feedback, or {{EvaluationType}} which displays whether the opportunity was competitive or non-competitive.

 

Step 6 : Send email from below option : 

  • Send email from "Default TruVoice" option
  • Send email from an "Active User Account"

  • Send email from "Custom Name & Email" :This allows you to setup a custom email to send the emails from

 

Step 7 : Select the email recipients :

 

Step 8 : Select which competency to include in the alert emails :The Include Competency section of the alert's settings allows you to select the criteria the alert will monitor and create alerts on

  • The competencies listed here are the criteria that are currently active and used in your survey and interview guides to capture performance feedback from your buyers and customers. These criteria (aka competencies) are organized into four different decision and experience drivers - Sales, Success, Solution and Company.

  • Selected competencies will be included in the alert and will display the performance rating and any additional qualitative feedback the buyer or customer provided.

 

Step 9 : Enable /Disable toggle button for : 

Performance  Alerts

  • Include Best-in-class Column
  • Role Play Links
  • Custom Labels

Coaching Alert

  • Include Best-in-class Column
  • Coaching Content Links
  • Role Play Links

  • Custom Labels

     

 

Step 10 : Help Threshold setting: Set the threshold for determining when the "Get Help" button is displayed :

  • Dynamic Threshold: the button will be displayed in the email for any rating that is below the organization average rating.
  • Manual Threshold: the button will be displayed in the email for any rating that is below the set value

 

Step 11 : Click on Save Changes

 

 

Delete Alert

1.  Click on the option icon

2. Click on Delete Alert

3. Click on Yes

4. A notification will appear notifying you the alert was deleted

 

Edit Alert

1. Click on the option icon

2. Click on Edit Alert

 

3. Once the changes are done click on Save Changes

 

4. A notification will appear to notify you it has been updated

 

Duplicate Alert

1. Click on the option icon

 

2. Click on Duplicate Alert : Email settings modal will appear with the same settings applied as the duplicated alert email.

3. Once the changes are done click on Save Changes

 

4. A notification will appear to notify you the new alert has been created

 

Enable or Disable an Alert Email

1. Click on the option icon

 

2. Toggle the icon to enable or disable the alert email

 

3. A notification will appear to notify you it has been updated

 

Alert History Options

1. Click on the 'History' column to see the number of alerts

 

2. Alert History modal pop-up : This will display the information for all the alert emails sent for the selected email alert.

 

3. Click on the options icon 

 

4. View Alert in Browser option : Allows the user to view the alert in the browser

 

5. A new tab will appear displaying the alert in the browser view

 

6. Click on Competency link ; User will be redirected to the Competencies child page which displays the different training content available

 

7. User will be redirected to the Competencies child page which displays the different training content available

 

 

Copy link to Alert

Copies the URL alert link so it can be shared

A notification will appear to notify the URL has been copied successfully

 

Resend Alert Option

This allows you to resend any of the previous email alerts

A notification will appear to notify the alert email has been sent successfully

 

 

Implementation Steps

  1. Create a new alert in the Automated Alerts module, which you can find under the Administration navigation heading
  2. Choose the type of alert (Coaching or Performance) based on the action you want the recipient(s) to take.
  3. Customize the alert's email subject line using tokens
  4. Customize recipients for each alert to ensure the right team members are notified and can take action.
  5. Identify and select the criteria you want the alert to monitor
  6. For Coaching Alerts, configure the enablement content for each criteria the alert will monitor

 

Example Use Cases

 

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