Notification management

To get notification emails about new survey answers or reviews on your account, you'll need to set up notification rules in the Notification Management menu. Start by clicking the profile icon at the bottom left, clicking Account settings and then Notifications.

The page has two sections:

• System notifications — built-in alerts that already exist on every account. You choose whether they are on and who receives them.
• Customizable notifications — rules you build yourself, so a specific person hears about a specific kind of response.

Each section has a master toggle on the left of its heading. Turning that off silences everything in the section at once without changing the individual alerts underneath, which is the quickest way to stop all notification email while you reorganise who should get what.

Notification settings are per organization, so they apply to your whole account rather than only to you.

System notifications

These come ready-made. The heading shows how many are active, and each row describes what the alert does and how many people receive it:

To change who receives one, click the underlined recipient(s) link in the row and edit the list. To switch a single alert off while leaving the other on, use the toggle at the right of its row.

The weekly summary is sent weekly and the frequency can't be changed — it's on or off. If you need results more often than that, build a custom notification instead.

The widget view quota alert is the one worth keeping on. It is the only warning you get before widgets stop displaying on your site, and it fires once per month at most.

Customizable notifications

This is where you create rules of your own. If you haven't made any yet, the section shows No custom notifications yet and a Create notification button.

Creating one takes you through three steps — Trigger, Conditions and Recipients — which answer three questions: what happened, which of those events you care about, and who should hear about it.

Step 1: Trigger

Choose what kind of event the notification reacts to.

Pick one and click Continue. You can have several notifications using the same trigger, so one response can produce more than one email — for example a rule that alerts the account owner about everything, plus a rule that alerts a team lead about detractors only.

Step 2: Conditions

Conditions are what keep notifications useful instead of noisy. Without any, the notification fires on every event of that type.

Each condition is a row reading When → Field → Condition → Value. Rows sit inside a group marked ALL OF THESE, and each row after the first is joined by and, so every condition in the group has to match before the email is sent. Add rows with + Add condition, and remove one with the bin icon on its right. The counter at the top right of the section shows how many conditions the notification currently has.

Because conditions combine with and, adding more makes a notification fire less often, never more. Two conditions is plenty for most rules — for example Survey is Customer NPS and NPS less than 7 to catch detractors in one specific survey.

Fields you can filter on

The field list depends on the trigger you chose, and covers both the response itself and the contact who gave it:

• Response fields — Survey (which survey the answer came from), Stars, NPS, CSAT and Comment. For review notifications you can also filter on the review's source.
• Contact fields — Organization, Company (Organization), Phone number, System ID, Name, First name, Last name and Contact list, plus any custom contact fields and tags you use.

The dropdown scrolls, so it is worth looking through the whole list before deciding a filter isn't available.

Conditions available

Which comparisons you get depends on the field. Numeric scores such as NPS, CSAT and Stars offer greater than and less than, so you can set thresholds like NPS less than 7. Fields with a fixed set of values, such as Survey or Contact list, let you pick one or more values to match. Text fields such as Comment can be matched on whether they contain anything at all, which is how you notify only on reviews that came with written feedback rather than a bare star rating.

Leave the Value box filled in before continuing — a condition with an empty value doesn't narrow anything.

Step 3: Recipients

Choose who gets the email.

• Team members — search the users on your account and tick the ones who should be notified. They receive the email at the address on their Trustmary user. Deselect all clears your picks if you want to start over, and the top right of the section shows a running count of how many people the notification goes to.
• External email addresses — type an address and press Enter to add anyone without a Trustmary user. Useful for shared inboxes such as [email protected], or for a partner or agency who should see the feedback without getting access to your account.

External recipients get the notification email only — no access to your account, and no way to open the response in Trustmary. If someone needs to reply to the customer or dig into the data, invite them as a user instead.

Click Create notification to save. It takes effect immediately and applies to events arriving after you save it — existing responses and reviews are not sent retroactively.

Notifications are delivered by email. There is no separate in-app notification inbox to check, so the recipient list is the whole distribution.

Editing, pausing and deleting

• Editing a notification changes it from that moment on. Emails already sent are unaffected.
• Pausing it with its toggle stops the emails while keeping the rule and its conditions intact. This is the right move for a seasonal campaign, a person on leave, or a rule you want to try turning off before deleting.
• Deleting removes it permanently. If you might want it back, pause it instead.

Troubleshooting

No notification arrived at all.
Check, in this order: the section's master toggle is on; the individual notification is on; the event actually matches every condition in the group; the recipient is on the recipient list; and the email hasn't landed in spam or promotions. If you are testing, remember that a notification only covers events arriving after it was saved.

A system notification stopped, but my custom ones still work.
The two sections have independent master toggles. Check the toggle next to the System notifications heading — the count beside it (2 of 2 active) tells you at a glance whether anything in the section is switched off.

The notification is late.
Emails are sent automatically shortly after the event, typically within a couple of minutes. Longer delays are usually delivery delays at the receiving mail server rather than a problem with the rule.

Too many notifications.
Add a condition rather than deleting the notification. Limiting it to a specific survey, or to low scores only, cuts the volume the most. If several people get alerts they don't act on, split one broad notification into two narrower ones with different recipients.

Nothing arrives even though the conditions look right.
Remember that conditions are joined by and. A notification with Survey is Customer NPS and NPS less than 7 ignores every promoter and every other survey. If you want two different situations covered, create two notifications rather than stacking conditions in one.

One event produced several emails.
It matched more than one notification. Review them for overlap — this is expected behaviour, not a bug.

A team member stopped receiving notifications.
Check that their user is still active on the account and still listed as a recipient. Removing a user from the account also removes them from delivery.

Frequently asked questions

Can I get a summary instead of individual emails?
Yes — that is what the Every Week system notification is for. It sends a weekly digest of the reviews and feedback you collected. Custom notifications always send one email per matching event, so use the weekly summary for the overview and custom notifications for the things that need immediate follow-up.

Can I change how often the weekly summary is sent?
No. It is weekly, and the only setting is whether it's on and who receives it.

Can I send notifications to Slack or a webhook?
Email is the only notification channel.

Do notifications cost extra?
No. You can create as many notifications and recipients as you need.

Will I be notified about negative feedback specifically?
Yes — one of the most common setups. Choose the New feedback response trigger, add a condition for the survey you want, add NPS less than 7 (or a CSAT or Stars threshold), then pick the people who should follow up.

Can I stop receiving one notification without affecting my colleagues?
Untick yourself from that notification's recipient list. Leaving it on for everyone else is the correct way to do it — switching the notification off would silence it for the whole organization.

Updated on: 26/08/2026