Send Slack Alerts for Low Delighted Survey Scores

5 min setup

No coding required

Runs automatically

Stay proactive with customer feedback by receiving a Slack notification whenever a customer submits a low Delighted survey score. This MESA workflow template instantly alerts your team in the Slack channel of your choice, enabling you to address concerns quickly and work toward a resolution. Keep your team informed to boost customer satisfaction and prevent issues from escalating.

Survey Response

Filter: Check if the score is less than 5

How it works

3 steps to get Slack notifications when customers leave low satisfaction scores

Survey Response

App connector: [Delighted](/content/apps/delighted/integrate "View Delighted integration page"/index.html)• Time to complete: 2 minutes

Why this matters: This trigger monitors your Delighted account for incoming survey responses and kicks off the workflow whenever a customer submits feedback.

You'll need to install the webhook URL that MESA provides into your Delighted account settings. This creates a direct connection between Delighted and MESA so survey responses flow automatically into the workflow. Once configured, every time someone completes your customer satisfaction survey, this step captures their response data including their score, comments, name, and email address. This data then passes to the next step for evaluation.

Filter: Check if the score is less than 5

App connector: [Filter](/content/apps/filter/integrate "View Filter integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

Why this matters: This step evaluates each survey response to determine if the customer's satisfaction score qualifies as "low" and needs team attention.

The filter automatically checks if the customer's score is less than 5 (on Delighted's typical 1-10 scale). You can adjust this threshold by changing the comparison value - for example, setting it to 6 if you want to catch more borderline responses, or 4 if you only want the most critical feedback. If the score meets your criteria, the workflow continues to notify your team. If the score is higher, the workflow stops here and no notification gets sent.

Send Message

App connector: [Slack](/content/apps/slack/integrate "View Slack integration page"/index.html)• Time to complete: 2 minutes

Why this matters: This step delivers an immediate Slack notification to your team with the customer's feedback details so you can respond quickly to dissatisfied customers.

You'll select which Slack channel should receive the low score alerts - typically your customer success or support channel. The message automatically includes the customer's name, their numerical score, their written comments, and their email address so your team has everything needed to follow up. Make sure to invite the MESA Slack app to your chosen channel first by typing @MESA and clicking the invite button, as private channels won't appear in the dropdown until you do this.

Frequently asked questions

What score threshold should I set to get useful alerts without notification overload?

A score of 5 or below works well for most teams using a 1-10 Delighted scale, capturing genuinely dissatisfied customers while avoiding alerts for neutral responses. If you're getting too many notifications, try lowering it to 4 or below for only the most critical feedback.

Can I customize the Slack message format or add more customer details?

Yes, you can edit the message template to include additional fields from Delighted like survey date, customer properties, or custom fields you've set up. You can also format the message with Slack's markup for better readability.

Will this work if I use Delighted's NPS surveys instead of satisfaction surveys?

Absolutely. The workflow captures any Delighted survey response regardless of type, so it works with NPS (Net Promoter Score), CSAT (Customer Satisfaction), or CES (Customer Effort Score) surveys - just adjust your filter threshold accordingly since NPS uses a 0-10 scale.

Make this template your own!

Customize this workflow even further:

• Escalate to different channels by score range
• Create follow-up reminders
• Log responses to spreadsheets
• Deploy AI for response suggestions

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