Send Slack Alerts for Low Delighted Survey Scores

You'll need to install the webhook URL that MESA provides into your Delighted account settings. This creates a direct connection between Delighted and MESA so survey responses flow automatically into the workflow. Once configured, every time someone completes your customer satisfaction survey, this step captures their response data including their score, comments, name, and email address. This data then passes to the next step for evaluation.

The filter automatically checks if the customer's score is less than 5 (on Delighted's typical 1-10 scale). You can adjust this threshold by changing the comparison value - for example, setting it to 6 if you want to catch more borderline responses, or 4 if you only want the most critical feedback. If the score meets your criteria, the workflow continues to notify your team. If the score is higher, the workflow stops here and no notification gets sent.

You'll select which Slack channel should receive the low score alerts - typically your customer success or support channel. The message automatically includes the customer's name, their numerical score, their written comments, and their email address so your team has everything needed to follow up. Make sure to invite the MESA Slack app to your chosen channel first by typing @MESA and clicking the invite button, as private channels won't appear in the dropdown until you do this.