Alert rules
Turn on the 15 alert rules that email, text or notify your team in-app when a low hygiene rating, a complaint or a forgotten check-out comes in.
Alert rules are module settings that notify the right people automatically when something specific happens on site. Use them to email the hygiene supervisor when the B-block 2nd-floor restroom is rated "Very dirty", or to send an in-app alert to the feedback manager whenever a complaint arrives.
This article covers the 15 module alert rules in EnaFeedback, how they behave by default, and what to check before you turn them on.
Required role
Module configuration belongs to the Owner and Administrator roles. Other roles (Hygiene manager, Feedback manager and so on) cannot change the rules, but they can receive personal alerts by following the records they care about.
Alert tiers
EnaFeedback has three kinds of alerts. This article is about the second one.
| Tier | When it fires | Managed by |
|---|---|---|
| System events (8) | Ticket routed, ticket status changed, status update to the submitter, personnel code, welcome, activated, deactivated, deleted | Sent automatically |
| Module alert rules (15) | The events listed in the table below | Owner and Administrator |
| Follows | A location, survey, feedback item or person the user follows | Each user |
If one event triggers more than one tier, duplicates are suppressed, so the same person does not get two alerts for the same event.
Available rules
Every rule is off by default. When you turn one on, the default channels are Email and In-app.
| Module | Rules |
|---|---|
| Hygiene report | Rated 1 · Rated 2 · Reports with a comment · Reports with media |
| Cleaning and control logs | New cleaning log · New control log · Quality below 70% |
| Check-in / Check-out | Check-in · Check-out · Forgotten check-out |
| Feedback | Feedback in the Request · Suggestion · Complaint · Thanks category · Feedback with media |
Low-score threshold
Hygiene ratings have no automatic score threshold and no automatic escalation to a ticket. To catch low scores, turn on the "Rated 1" and "Rated 2" rules. Turning a rating into a ticket remains a manual step.
Turn on an alert rule
Open Alerts
In the admin panel, select Alerts in the left menu and find the rules for the module you want to configure.
Pick the rule
For hygiene, for example, find Rated 1 and enable it.
Choose channels
The channel picker offers Email, SMS and In-app. Email and In-app are selected by default. If you use SMS, make sure the recipients have a phone number on file.
Save
Save your change. Alerts are sent for events that happen from then on; past events do not trigger alerts retroactively.
Channel and timing details
- In-app alerts appear under the bell icon in the sidebar.
- SMS quiet hours are set per user. During quiet hours, SMS from rules and follows are queued and sent as one digest SMS when the window ends. See Notification channels.
- Push notifications are not active yet and are not offered in the channel picker.
- Every delivery is logged with the status Pending, Sent, Failed or Skipped under Records → Notification deliveries. The recipient is masked there.
Tips
Fewer, better alerts
Alerting on every cleaning log or every check-in can produce hundreds of messages a day in a busy hospital. Start with the exceptions (ratings of 1–2, complaints, control quality under 70%, forgotten check-outs) and follow routine activity in the reports.
- If you text night-shift supervisors, set quiet hours for day-shift managers so they are not woken by overnight messages.
- Control quality is the share of checklist items ticked out of the total. A control at 70% or above counts as "sufficient"; the rule fires for control logs below that line.
Limits
- The list of rules is fixed; you cannot add new rule types.
- Tickets have no SLA timers, deadlines or automatic escalation rules.
- Each channel runs one active provider. If a send fails, there is no automatic switch to another provider.
Related articles
Can't find what you need?
Our support team can help with anything from setup to reporting.
Mobile app
The EnaFeedback mobile app for Android and iOS, with features for field staff and admins, joining an organization, NFC tags and the biometric lock.
Notification channels
Manage email, SMS, in-app, push and webhook channels, choose between the ENA Gateway and your own provider accounts, and set SMS quiet hours.