Email Team When a Low Delighted Score is Received

4 min setup

No coding required

Runs automatically

Respond promptly to customer concerns by automatically emailing staff when a low Delighted score is posted. This MESA workflow template sends an alert to your team whenever a customer submits a low satisfaction score, allowing for quick follow-up to address issues and improve customer experience. Act swiftly to turn feedback into actionable insights and build customer loyalty.

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Survey Response

Filter: Check for low score

Send Email

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How it works

3 steps to get email alerts whenever customers leave low satisfaction scores

App connector: Delighted • Time to complete: 2 minutes

Why this matters: This trigger monitors your Delighted account for new 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. Navigate to your Delighted dashboard, find the webhook configuration section, and paste the URL that appears in this step. Once connected, every survey response will automatically flow into MESA for processing. The trigger captures all response data including the score, comments, and customer contact information.

App connector: Filter • Time to complete: 0 minutes (Auto-configured)

Why this matters: This filter ensures you only get notified about problematic feedback by checking if the survey score is less than 5, preventing email overload from positive responses.

The filter automatically compares each survey score against the threshold of 5. Any response with a score of 4 or lower passes through to trigger the email notification, while scores of 5 and above are filtered out and stop the workflow. You can adjust this threshold by changing the comparison value - for example, setting it to 7 would alert you about any score below 7. This step requires no configuration as the comparison logic runs automatically.

App connector: Email • Time to complete: 1 minute

Why this matters: This action sends the formatted notification to your team with the customer's score, feedback, and contact details so you can respond quickly to dissatisfied customers.

The email step automatically compiles the survey data into a readable message. The subject line includes the customer's name and their specific score, while the message body contains their full comment and email address for easy follow-up. You can customize the recipient email addresses by adding your team members to the "To" field, and modify the message template to include additional context or instructions for your support team.

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Frequently asked questions

Can I customize what score threshold triggers the email notification?

Yes, you can modify the Filter step to change the score threshold. Currently it's set to trigger on scores less than 5, but you can adjust this to any number that makes sense for your business - like 7 for a more proactive approach or 3 for only the most critical feedback.

Will this work if customers leave comments but no numerical score?

The workflow requires a numerical score to function since the Filter step specifically checks the score value. If your Delighted surveys allow comment-only responses, you'd need to modify the filter logic or add an additional condition to handle responses without scores.

What happens if multiple low scores come in at the same time?

Each survey response triggers the workflow independently, so you'll receive separate email notifications for each low score. If you're concerned about email volume during busy periods, consider adding a delay step or batching notifications to avoid overwhelming your inbox.

Make this template your own!

Customize this workflow even further:

Add response tracking in spreadsheets

Log every low score response to a Google Sheets or Airtable database to track patterns, response times, and resolution outcomes over time.

Connect to your support system

Automatically create tickets in Help Scout, Zendesk, or Freshdesk when low scores come in, ensuring no negative feedback falls through the cracks.

Set up follow-up sequences

Chain a delay step with additional emails to check back with customers after your team has addressed their concerns, showing you care about their experience.

Deploy sentiment analysis

Use AI agents to analyze the comment text and categorize feedback types (shipping issues, product quality, service problems) for better team routing and trend analysis.

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