Quality Monitor is an automation that runs in the background, watching your feedback for emerging quality issues and alerting your team in Slack or email the moment one surfaces. It detects a spike, writes a root-cause summary, and routes it to the people who can act, often before customers file a second ticket. This article covers what Quality Monitor does, how it works, how to set one up, and the reliability features that keep its alerts trustworthy.
TLDR
In a few minutes you can create an always-on automation that detects feedback anomalies, writes a root-cause summary, and alerts your team in Slack or email.
Where Quality Monitor fits
Quality Monitor runs continuously and alerts the moment it detects a quality issue in your feedback, with no cadence to set up. Its sibling, Escalation Shield, watches the same feedback streams for escalation risk rather than quality spikes. Both run quietly in the background and speak up only when something needs your attention: Quality Monitor answers "is something breaking right now?"; Escalation Shield answers "is a customer about to go around us?"
Quality Monitor fits CX, Support, Product, and Engineering teams that want to catch issues while they still affect a handful of users, not hundreds.
How it works behind the scenes
Listen continuously. Every connected feedback source feeds into an anomaly-detection layer that watches for unusual spikes.
Score. Each spike is scored for severity and relevance, so routine noise stays out of your inbox.
Explain. The Enterpret Agent drafts a plain-language root-cause summary and delivers it to your chosen Slack channel or email.
Update. As more customers are affected, the automation reopens the same alert with the new context instead of firing a fresh notification, so a single issue stays one conversation.
How to set up a Quality Monitor
From the Automations tab in Enterpret, open the Quality Monitor template to create a new automation.
A Quality Monitor has two fields. Set a feedback filter to scope what the automation watches, and set an alert destination for where it delivers. Leave the filter empty and the automation watches all your feedback for quality issues by default.
You can configure one or more emails and Slack channels as destinations. Each alert arrives as soon as it is identified, with a root-cause summary, the feedback count behind the spike, a trend chart, and other relevant details.
Note: At least one email or Slack channel is required to create a Quality Monitor automation.
Once you have set the optional feedback filter and the alert destination, click Create at the top right to save it. You will be prompted to give the automation a name, which is how you will find it in your list of active automations later.
Note: Members can edit automations they created without needing Admin access.
Alert reliability features
Duplicate-alert suppression. When the same underlying issue would trigger more than once, the automation collapses it into a single notification so your channel does not fill with repeats.
Alert grouping. Grouping keeps distinct issues separate and prevents oversized alert groups.
Root-cause summaries. Each summary is derived from the underlying user reports, which sharpens the diagnosis and gives the receiving team something to act on.
Clear titles and problem statements. Alerts name the problem rather than restating the solution.
Best-practice tips
Granular beats global. Create a separate automation per product area to reduce noise and sharpen each alert.
Establish a triage ritual. Nominate an on-call owner so every alert gets immediate eyes.
Rate the alerts. Mark each alert helpful or not helpful so the automation learns what matters to your team.
FAQs
How is Quality Monitor different from a scheduled automation?
A scheduled automation runs on a cadence you set and delivers on that schedule, whether or not anything changed. Quality Monitor runs continuously and only alerts when it detects a quality spike, with no cadence to configure.
How is Quality Monitor different from Escalation Shield?
Both are automations that watch your feedback in real time. Quality Monitor detects emerging quality issues, such as a spike in reports about a broken feature. Escalation Shield detects escalation intent, such as a customer planning to go over your team's head. Many teams run both.
Who can create and edit a Quality Monitor?
Members can create automations and edit ones they created, without Admin access.
What does an alert include?
A root-cause summary, the feedback count behind the spike, a trend chart, and details that help you act. Alerts update as more customers are affected, rather than firing repeatedly for the same issue.
What's coming next
More automations are on the way.
Have an automation you would like to see, or a question about Quality Monitor? Reach out at [email protected] and we will help.