Custom Notification Rules

Fine-tune when and how you receive notifications with powerful filtering rules. Target specific feedback types, impact levels, keywords, and timing to cut through the noise and focus on what matters most.

🎯 Smart Filtering

Feedbackview's notification rules work for both email alerts and webhooks. Configure once, and the same logic applies to all your notification channels automatically.

Rule Types

Notification rules let you create sophisticated filtering logic that matches your team's workflow. Combine multiple conditions to create precise targeting for different types of feedback.

🏷️Feedback Type Filtering

Control which types of feedback trigger notifications. Perfect for routing different feedback types to specialized team members.

Available Types

🐛Bugs - Technical issues, crashes, errors

💬Feedback - Product suggestions, UX feedback

❓Questions - Support requests, how-to questions

💡Features - Feature requests, enhancement ideas

Example Rules

• Engineering team: Only bugs and critical feedback
• Product team: Features and general feedback
• Support team: Questions and low-impact issues
• Management: Critical items across all types

📊Impact Score Filtering

Focus on feedback that matches specific impact levels. Users assign impact scores when submitting feedback, helping you prioritize responses.

Impact Score Scale

🔥 Critical

Urgent issues blocking users, security concerns, data loss

🚨 High

Important problems affecting many users, significant UX issues

⚖️ Moderate

Standard feedback, minor bugs, general suggestions

📝 Low

Minor issues, small improvements, nice-to-have features

💭 Minimal

General suggestions, praise, very minor issues

💡 Pro Tip: Start Conservative

Begin by only alerting for scores 4-5 (High and Critical). You can always lower the threshold later if you want more notifications.

🔍Keyword-Based Rules

Get alerted when feedback contains specific keywords or phrases. Powerful for catching urgent issues that might otherwise be missed based on type or impact alone.

How Keywords Work

• Case-insensitive matching
• Searches both title and description
• Multiple keywords = OR logic (any match triggers)
• Partial word matching (e.g., "pay" matches "payment")
• Comma-separated for easy configuration

Suggested Keywords

Critical Issues:

urgentcriticalcrashbroken

Business Impact:

paymentbillingsecuritylogin

Support Needs:

helpstuckconfusedhow to

Example keyword configuration:
urgent, critical, security, payment, crash, broken, login, billing

This would trigger alerts for feedback containing any of these terms.

🕒Time-Based Rules

Control when notifications are delivered with timezone-aware quiet hours and scheduling. Perfect for maintaining work-life balance while staying responsive.

Quiet Hours

Pause instant notifications during specified hours. Notifications are queued and delivered when quiet hours end.

Examples:

• 10:00 PM - 8:00 AM (overnight silence)
• 12:00 PM - 1:00 PM (lunch break)
• 6:00 PM - 9:00 AM (evening + morning focus)

Timezone Support

All time-based rules respect your configured timezone. Choose from major global timezones.

Supported Timezones:

• UTC (default)
• America/New_York, Chicago, Denver, Los_Angeles
• Europe/London, Paris, Berlin
• Asia/Tokyo, Shanghai
• Australia/Sydney

⏰ Important Note

Quiet hours only affect instant alerts. Daily and weekly digests are always sent at their scheduled times regardless of quiet hour settings.

Rule Combination Logic

When multiple rule types are active, they work together using AND logic. Feedback must satisfy ALL active conditions to trigger a notification.

Example Rule Scenarios

Scenario 1: Engineering Team

Types: Bugs only

Impact: 4-5 (High and Critical)

Keywords: crash, error, security, payment

Result: Only critical/high-impact bugs with specific technical keywords

Scenario 2: Product Manager

Types: Feedback and Features

Impact: 3-5 (Moderate and above)

Keywords: None (all feedback matching type/impact)

Result: All substantial product feedback and feature requests

Scenario 3: Support Team

Types: Questions and low-impact Feedback

Impact: 1-3 (Low to Moderate)

Keywords: help, how to, stuck, confused

Result: Support-related questions needing assistance

Configuration Guide

Set up notification rules from your project's settings page. Rules apply to both email notifications and webhooks automatically.

1
Access Notification Settings
Go to Project Settings → Notifications
2
Enable Instant Alerts
Turn on email notifications and instant alerts
3
Configure Feedback Types
Select which types trigger alerts (Bugs, Feedback, Questions, Features)
4
Set Impact Score Threshold
Choose minimum impact levels (recommend starting with 4-5)
5
Add Keywords (Optional)
Enter comma-separated keywords for specific issue detection
6
Configure Timing (Advanced)
Set timezone and quiet hours in Advanced Settings tab
7
Save and Test
Save settings and submit test feedback to verify rules work

Advanced Strategies

Escalation Strategy

Set up different notification preferences for different team members to create an escalation path.

• Level 1: Support gets all questions + impact 1-2
• Level 2: Product gets feedback + features, impact 3+
• Level 3: Engineering gets bugs only, impact 4+
• Level 4: Leadership gets critical (impact 5) + keywords

Feature-Based Routing

Use keywords to route feedback to feature-specific teams or channels.

• Payments Team: payment, billing, subscription, invoice
• Auth Team: login, signup, password, account
• Mobile Team: mobile, app, iOS, Android
• Integration Team: API, webhook, integration, export

Noise Reduction

Strategies for reducing notification fatigue while staying informed.

• Start conservative: Only critical + high impact initially
• Use daily digests for lower-priority feedback
• Implement quiet hours during focus time
• Regularly review and adjust keyword lists

Customer-Driven Rules

Create rules based on customer characteristics and context.

• Enterprise customers: Lower impact threshold
• Trial users: Focus on onboarding keywords
• Power users: Technical issue keywords
• New features: Target specific feature keywords

Troubleshooting Rules

Not getting expected notifications?

1. Verify all rule conditions are met (type AND impact AND keywords)
2. Check if quiet hours are active
3. Confirm instant alerts are enabled
4. Test with feedback that clearly matches all criteria
5. Review keyword spelling and case-sensitivity
6. Check spam folder for email notifications

Getting too many notifications?

• Increase minimum impact score (try 4-5 only)
• Reduce selected feedback types
• Add more specific keyword filters
• Implement or extend quiet hours
• Switch from instant alerts to daily digests
• Consider separate rules for different team members

Keywords not matching as expected?

• Keywords are case-insensitive and match partial words
• Multiple keywords use OR logic (any match triggers)
• Check for typos in your keyword list
• Test with exact phrases from actual feedback
• Remember keywords search title AND description
• Try broader keywords if specific ones don't match

Best Practices

🎯 Rule Optimization Tips

Start Simple

• Begin with only high-impact alerts (4-5)
• Add one rule type at a time
• Test thoroughly before adding complexity
• Monitor notification volume for first week

Iterate Based on Data

• Review which notifications led to action
• Adjust thresholds based on feedback volume
• Add keywords discovered from real feedback
• Refine rules monthly based on patterns

Need Help Setting Up Rules?

Our team can help you design notification rules that match your team's workflow and priorities. We offer rule design consultations for Pro customers.

Setup Email Notifications →Get Rule Consultation

Documentation