On this page you add and manage notifications that should be sent to yourself or any of your co-workers, for example when New Feedback has been received. You can choose to receive them by email, in the App (only available on Apple/iPhone) or text (SMS).
(The last option can be added/activated by clicking 'Add action' on any notification)
There are four standard notifications set up in Loopon based on our product cycle: Chat Message, Delegated Issue, New Guest Feedback and Upsell/Offer Request. For our Post-Stay customers, the Delegated Issue or New Guest Feedback notification are mostly used. In order to activate any of them, perform the following steps:
1. Click on the notification to open settings
2. Change settings if needed, e.g. name or 'Trigger for Issues n Child Properties" (used for hotel chains. If ticked, the same notification will be activated on all hotels within the chain)
3. Scroll down to chose how to receive the notification: Trigger App Notification or Send E-mail.
4. Optional: add delay settings, e.g. if you wish to receive the notification 1 hour after it was received.
5. Click 'Add Recipient' in the right section and choose the recipient:
- All users: all users with a user account on the unit the notification is created on
- Specific user: allows you to choose a specific user on the hotel (or chain)
- Owner of issue: the notification will be sent to whom the issue is delegated to at the time of the notification
- Explicit contact detail: add an email address. Does not have to be a Loopon user.
Set up custom notifications (example: Feedback from a Detractor)
As shown in the image above, hotels can have several notifications and base them on their own filters and requirements. This helps you and your colleagues to be more alert when responding to detractors and complaints.
Let's say that you want your team to receive a notification each time feedback comes on from a Detractor (someone that gave the score 6 or lower on the NPS question) or when an online review comes in with a rating of 3 or less, then you can set this up to - but on the Feedback tab since this is where we do the feedback filtering:
1. Select Add Filter
2. Scroll down to Add Questionnaire Result Filter
3. Open the dropdown menu and search for/choose NPS question in the list
4. Choose correct filter option (in this example: 'less than or equal to': '6'
5. Click Add and OK to perform the search
6. Click 'Create Notification' in the upper part of the page:
7. Add description: explanatory name of the notification.
8. Choose Trigger Event from the list (in this example: New Feedback since we want the notification to be sent when new feedback comes in from a detractor.
9. Click 'Create New'. After that you will be able to see this notification in the list of notifications and escalations on the Settings tab.
To create a similar notification but for online reviews with a specific rating, make sure to tick 'Online Reputation' under Data sources before following the same steps as above: