Aplauso Insights monitors guest ratings in real time and can alert managers when something needs attention - a low star rating, a drop in average score, or a pattern that suggests a service problem.
What Service Recovery Alerts Do
When a guest leaves a low rating (typically 1 or 2 stars), Aplauso can automatically create a service recovery incident - a task for a manager to follow up. Incidents are tracked through a lifecycle:
| Status | Meaning |
|---|---|
| New | Just created, no action taken yet |
| Acknowledged | A manager has seen it |
| In Progress | Follow-up is underway |
| Resolved | Issue addressed |
| Closed | Archived |
Incidents are also classified by severity: Low, Medium, High, or Critical, based on configurable thresholds.
Where to See Incidents
Property Admins and Managers can view all incidents in Mission Control under Insights > Service Recovery. The panel shows:
- Total incidents by status
- Breakdown by severity
- Individual incident list with guest context (rating, employee, date)
Access requires a PropertyAdmin or Manager role.
Alert Delivery Channels
Alerts can be delivered through any of these channels:
| Channel | How to Configure |
|---|---|
| In-app | Automatically on for all relevant roles |
| Mission Control > Insights > Settings > Alert Email | |
| SMS | Mission Control > Insights > Settings > Alert SMS |
| Slack | Mission Control > Insights > Settings > Slack Webhook URL |
For Slack, you will need to create an Incoming Webhook in your Slack workspace and paste the webhook URL into the Insights settings.
Configuring Alert Thresholds
Go to Mission Control > Insights > Settings > Alerts to configure:
- Minimum star rating that triggers a service recovery incident
- Which roles receive each type of alert
- Whether to alert on individual ratings vs. rolling averages
- Quiet hours (no SMS alerts between 10 PM and 7 AM, for example)
Goals and Benchmarks
In the same settings area, you can configure target metrics:
- Target average rating for your property
- Target weekly tip count
- Target tip adoption rate (% of guests who tip)
When actuals fall below your goals, the Insights dashboard highlights the gap and can trigger an alert.
Email and SMS Alerts
Email alerts are sent to designated management email addresses (not individual employee emails). SMS alerts go to management phone numbers configured in Insights settings. These are separate from employee notification settings.