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A rule turns a bad review or a low survey score into a task, assigned to someone, the moment it arrives. Nobody has to be watching the reviews page. In the left sidebar, click the circle with your initials, then Settings, then Tasks under Applications, then the Rules tab. The tab explains itself: “Automatically create tasks when reviews or survey responses match your conditions.”
Rules used to sit in the Tasks subnav. Every Tasks setting now lives on one settings page with two tabs, Statuses and Rules, so an old bookmark to the rules page no longer opens — reach it from Settings instead.

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Step 1: Create the rule

Click Create Rule. On an account with no rules yet the empty state — No creation rules yet, “Create a rule to automatically generate tasks from reviews or survey responses.” — carries the same button.

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Step 2: Pick the trigger

Trigger Event decides what kind of thing the rule watches. There are two: The trigger also decides which Conditions you get — the form swaps them when you change it.

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Step 3: Narrow it with conditions

Without conditions, the rule opens a task for every review or every survey response. That is almost never what you want. Add at least one.

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For New Review Received

  • Rating and Stars — the operator (equals, less than, less than or equal to, greater than, greater than or equal to) and the star value (1 star through 5 stars). Both start on All.
  • Sources — Google, Facebook, Yelp, BBB, HomeAdvisor, Angi. Starts on All Sources.
  • Scope — which locations the rule applies to. Starts on All Locations.
  • Custom field — a condition on one of your own contact fields. See Match on your own fields below.
A typical setup is Rating less than or equal to 3 stars.

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For New Survey Response

  • NPS Score — an operator and a Score from the NPS question. The box shows “All” until you type a number.
  • Overall score — the same, against the survey’s overall score.
  • Survey(s) — limit the rule to particular surveys. Starts on All Surveys.
  • Scope — locations, as above.
  • Custom field — as above.
A detractor rule is NPS Score less than or equal to 6.
The Survey(s) list offers surveys that are currently active. A survey you chose earlier stays on the rule even after it stops being active — it just stops appearing in the list. Choosing All Surveys is what clears it.
The Scope list offers your active locations, plus any location the rule already points at that has since been made inactive — marked (inactive). That one stays on the rule until you deselect it, so an unrelated edit can never quietly widen the rule to your whole account.
Scope also follows the Default Owner you pick in the next step. If that person is restricted to certain locations, the list drops to those locations — change the owner and it re-shapes in front of you, dropping any location the new owner can’t reach. All Locations means every location that owner can reach, not every location on the account.That is how the rule actually behaves, not just how the form looks: a rule only opens tasks at locations its Default Owner can get to, and it moves with their access. Widen someone’s locations and their rules cover more ground; narrow them and the rules quietly cover less. A rule left on Unassigned fires everywhere its conditions match.

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Match on your own fields

Pick Custom field, choose the field, then choose an operator. For the “whole value” operators — is, is not, and the two membership operators on fields that hold a list — the value box is a searchable picker rather than a plain text box.
  1. Click the box (it reads Select values) to open the list. It shows the values already recorded for that field on your account.
  2. Type in Search values… to narrow it. If nothing matches you get a No results row.
  3. Tick every value the rule should match. You can pick more than one.
Picking several values means “any of these” for is, and “none of these” for is not — so one rule now covers what used to take one rule per value. A value that has never been recorded yet still works: type it in and the rule is ready for the data when it arrives. If a rule points at a value that has since disappeared from your data, it stays selected and is labelled (no longer an option) so an unrelated edit can’t silently drop it. The remaining operators — the ones that match part of a value, or compare a number or a date — keep their plain input, because there is no set of whole values to choose from.
Conditions on a rule are combined — a review or response has to satisfy all of them. If a rule never seems to fire, the usual cause is two conditions that can’t both be true at once, or a Scope limited to a location the reviews aren’t coming from.

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Step 4: Decide who gets the task

Under Task Defaults:
  • Default Owner — the person the new task is assigned to. The list has a Search users… box, so you no longer have to scroll a long list of names. Leave it on Unassigned if your team picks tasks up from a shared queue.
  • Default Watchers — everyone else who should be emailed about the task. Its list is searchable too. Shows None until you pick someone.
Owners and watchers must have access to the task’s location. Picking someone who doesn’t is refused when you save: ”… cannot be a default owner or watcher: no access to your locations.” And if a person loses that access later, tasks from this rule are simply created unassigned rather than failing — worth re-checking the rule when someone changes role or location.

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Step 5: Save

Click Save. Liftify confirms “Task creation rule created.” and returns you to the rules list. Cancel discards. New rules are live as soon as they’re saved — there is no draft state.

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What the automatic task looks like

You don’t get to write the name or description; Liftify fills them in:
  • From a review — the name reads “Follow up: Alex Moreno (2-star)” and the description is the review text, trimmed if it’s very long.
  • From a survey response — the name reads “Follow up: Survey response from Alex Moreno” and the description is “Survey response requires follow-up.”
The customer, the location and the source are attached for you, so the task opens with the review or the response right there on the page. Take it from there as normal — see Work a task. A task made this way is permanently stamped Review or Survey, so you can filter on Source, and it also shows up under Tasks inside the Reviews or Surveys app.
A rule opens at most one task per review or per response, so a rule can’t double up on the same piece of feedback.

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Manage your rules

The Rules page lists each rule on one line: Trigger (New Review or New Survey Response), a summary of its Conditions, its Default Owner, and its Status — Active or Inactive.
  • Edit rule (the pencil) reopens the form. Back to Rules leaves without saving.
  • Active — the checkbox on the edit form. Unticking it switches the rule off without losing how it was built. This is the safe way to pause a rule.
  • Delete rule (the trash) asks “Are you sure you want to delete this rule?” first. Deleting is permanent; tasks it already created are unaffected.

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Sensible rules to start with

Nothing here is enforced by Liftify — these are just the two shapes the feature is built around:
  • Bad reviews get a call-back. New Review Received, Rating less than or equal to the star level you consider a problem, Default Owner set to whoever handles unhappy customers.
  • Detractors get a call-back. New Survey Response, NPS Score less than or equal to 6 — the cut-off Liftify itself uses for its detractor shortcut.
Run one rule for a week and look at how many tasks it produced before adding more. A rule with conditions that are too loose buries the queue.

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Troubleshooting

The rule isn’t creating tasks. Check, in order: is its Status Active; do the conditions actually match the feedback you’re getting; is Scope limited to the wrong locations; has the Default Owner lost access to the locations the feedback comes from; and — for a survey rule — is Survey(s) pointing at the survey people are answering. Tasks are created but unassigned. The Default Owner on the rule no longer has access to the task’s location, or was removed from the account. Reopen the rule and pick someone else. A teammate isn’t in the Default Owner or Default Watchers list. The list only offers people with access to the locations you can see. Ask whoever administers your account about their location access. A rule shows a person marked “(outside your locations)”. They were chosen by someone with wider access than you. They stay on the rule; you just can’t add anyone new like that. Tasks stopped appearing after I edited a rule. Rules apply to feedback that arrives after the change — an edit never goes back over reviews or responses you already had.