Send Google Forms feedback to Slack
NPS, CSAT, product-feedback forms, routed by score. Detractors land in a triage channel with a subteam mention; promoters land in a wins channel for case-study harvest. The shape of feedback Slack actually sees.
- Rating-based routing in one rule
- Distinct templates per tier (detractor / log / wins)
- Subteam mentions, no single-point-of-failure
The five-line summary
- Add a rating question (NPS, CSAT, star, any numeric scale).
- Detractor rule:
IF Rating ≤ 6 → #cs-triage(or your scale's bottom tier). - Promoter rule:
IF Rating ≥ 9 → #wins(or your top tier). Fan-out mode if you want passives logged too. - Each rule overrides the template, urgent format for detractors, celebratory for promoters.
- Free plan covers 30 responses/month to validate before paying.
What the two messages look like
:rotating_light: *NPS 3*, detractor <!subteam^S0123|cs-leadership> please reply within 1 hour *Customer:* jane@acme.com > The onboarding was confusing and I never got a reply when I emailed > support. Considering switching to a competitor.
:tada: *NPS 10*, promoter <@U0123> (your account), case-study candidate *Customer:* jane@acme.com > Honestly this is the cleanest setup I've used. The team is responsive > and the product just works. Already recommended it to two friends.
The routing rules, line by line
- 1Add the rating question to the formNPS (0-10 scale), CSAT (1-5), star rating, any numeric scale works. RouteForms's numeric operators read 0-10 and 1-5 the same way.
- 2Install the RouteForms Apps ScriptStandard 3-step install, see /google-forms-to-slack-setup-guide. One install handles every rule on the form.
- 3Add the detractor rule (most-restrictive first)
IF Rating ≤ 6 → #cs-triage. Override the template: urgent emoji, subteam mention, quote the comment. Detractors are the urgent path; they go to the top of the rule list. - 4Add the promoter rule
IF Rating ≥ 9 → #wins. Different template: celebratory emoji, account-owner mention, quote the comment. Wins are reusable, sales / marketing scoop from this channel. - 5Default destination handles passivesAnything that didn't match either rule (NPS 7–8) lands in the default
#feedback-logchannel, logged but not alerted. Keeps the audit trail without spamming triage. - 6Test with submissions across the scaleSubmit one detractor, one passive, one promoter. Verify each lands in the right channel with the right template. The delivery log confirms each rule fired correctly.
What single-channel feedback gets wrong
The default move when starting a feedback form is to route every response to one channel — #feedback or #cs. This fails quietly because every score gets equal treatment: a critical complaint sits next to a glowing review, both scroll past at the same speed.
- Detractors don't feel urgent. When score-5 and score-2 messages look identical, the team reads them with the same urgency. The score-2 complaint gets the same 4-hour response time as the score-5 acknowledgement.
- Promoters get ignored. Buried in the same channel, high-scoring comments are noise. The customer-love-channel pattern turns them into a self-curating asset pool for sales, marketing, and team morale.
- Triage takes longer than necessary. Without a routing rule, someone reads every message to decide who should handle it. Routing by score eliminates the triage step entirely.
Frequently asked questions
What ratings should I split on?▾
Three-tier is the common shape. NPS: 0-6 detractors → #cs-triage, 7-8 passives → #feedback-log, 9-10 promoters → #wins. CSAT 1-5: 1-2 → triage, 3 → log, 4-5 → wins. Star ratings: same split, bottom third triage, middle log, top third wins. The exact cut matters less than splitting at all, putting every score in one channel is the failure mode.
Why route promoters to a separate channel?▾
Three reasons. (1) Sales / marketing can use them for case studies, the channel becomes a self-curating quote pool. (2) The team sees them, morale fuel that doesn't happen if wins are buried in the triage queue. (3) You can ask promoters for referrals or reviews while the feeling is fresh. None of those happen if the 9 sits next to a 2 in the same channel.
Can I include the customer's email so support can follow up?▾
Yes, but only conditionally. Most NPS / CSAT forms ask for email optionally; if it's filled, surface it in the Slack message. If not, the message stands alone. RouteForms's template supports inline field rendering; conditional rendering happens by splitting into two rules (one for 'email is not empty', one for 'email is empty') if the difference matters operationally. For most teams the inline approach is enough, empty fields just render as blank lines.
How fast does feedback reach Slack?▾
Within 1–3 seconds of submission. The Apps Script trigger fires immediately on submit, so a detractor leaves the form and within seconds your CS team sees the alert. The response-time advantage matters here, apologising within 5 minutes of a complaint reads completely differently from apologising the next day.
Should detractor alerts mention a specific person?▾
Mention a subteam, not a person. <!subteam^S0123|cs-leadership> ensures whoever's on shift catches it. Single-person mentions create single points of failure, if Sarah is on PTO, the detractor sits unanswered. Subteam mentions also signal organisationally that detractors are a team problem, not one person's queue.
Can I track sentiment over time from the Slack channel?▾
Partially. Slack search lets you count posts by emoji or template marker, so '#wins' channel volume gives you a rough promoter trend. For real analytics, you want the data in a sheet or dashboard. RouteForms still posts to Slack, but pair it with Google Sheets's built-in form responses tab (kept automatically) for the analysis surface. Slack is for response time; Sheets / a BI tool is for the trend.
What's in the Slack message for a high-NPS comment vs a low-NPS comment?▾
For high-NPS (promoters): celebratory emoji, lead with the score, quote the comment so the team sees the actual words, optionally tag the rep who closed the deal. For low-NPS (detractors): urgent emoji, lead with the score, quote the comment in full (don't truncate complaints), include the customer email if present, and add a 'reply within 1 hour' SLA reminder. The two templates should look different even at a glance, colour, icon, mention style.
Does this work for internal team feedback too?▾
Yes. The same routing pattern applies, anonymous engagement surveys, all-hands feedback forms, retro intake forms. Route by sentiment / topic / urgency the same way. For anonymous forms, just don't reference any identifying field in the template, and route to a leadership-only channel rather than the general team channel.
Route feedback by sentiment in 3 minutes
Free for 30 responses a month. No card. Two rules + two templates = the split your team needs.
Keep reading
The general by-answer routing pattern; this page is the rating-based application.
Sister recipe, for issue-triage forms, where the routing is by priority/category not score.
Reusable templates including the detractor-alert and customer-love shapes for direct copy.
Generates IF-THEN rules for rating-tier routing, one of the six built-in workflow presets.