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Slack detractor alerts

Get a Slack message the moment an unhappy customer scores you low. Setup takes two minutes.

Slack alerts require the Growth plan or above.

Feedloop posts a message to a Slack channel the moment a detractor (a score of 0 to 6) comes in, so your team can reply while the customer still remembers the order. You create an incoming webhook in Slack, paste its URL into Feedloop, and that is the whole setup.

1. Create an incoming webhook in Slack

  1. Go to api.slack.com/apps and sign in to the workspace you want the alerts in.
  2. Click Create New App, then From scratch.
  3. Name it (for example, Feedloop Alerts), choose your workspace, and click Create App.
  4. In the left sidebar, open Incoming Webhooks and turn Activate Incoming Webhooks on.
  5. Click Add New Webhook to Workspace.
  6. Choose the channel the alerts should post to, for example #feedback, and click Allow.
  7. Copy the webhook URL. It looks like this:
https://hooks.slack.com/services/T00000000/B00000000/XXXXXXXXXXXXXXXXXXXX

2. Paste it into Feedloop

Open Settings in the Feedloop admin, find the Slack alerts section, paste the URL into the Slack incoming webhook URL field, and save. Done.

Your webhook URL is a secret. Anyone who has it can post to that channel, so treat it like a password. Feedloop stores it encrypted at rest, never in plain text.

3. Test it

The fastest check runs straight from your terminal and does not involve Feedloop at all. Replace the URL with your own:

curl -X POST -H "Content-Type: application/json" \
  --data '{"text":"Feedloop test alert"}' \
  https://hooks.slack.com/services/T00000000/B00000000/XXXXXXXXXXXXXXXXXXXX

If that message appears in your channel, the webhook works. To test the full path through Feedloop, submit a survey response with a score of 6 or lower and watch the channel.

What the alert contains

The survey name, the score out of 10, and, when detractor recovery is switched on, the one-time discount code Feedloop created for that customer. It points you back to the response in your Feedloop dashboard, where you read what they wrote and reply personally. See Detractor recovery for the win-back side of this.

If no alert arrives

  • Nothing in the channel, not even the curl test: the webhook URL is wrong or was revoked in Slack. Create a new one and paste it in again.
  • The curl test works but real responses do not alert: the score was 7 or higher (only 0 to 6 trigger an alert), the store is not on Growth or above, or the URL was not saved in Settings.
  • Remember the background worker: alerts are sent by Feedloop's server, so they arrive within a second or two of the response, not instantly on the page.