Two of the most common support questions, "how do I get told when a new review comes in?" and "how do I stop my client getting these emails?", are both answered on the `Notifications` page. This guide walks through it.
The key idea: a notification belongs to a user, not to an organization. Your agency's notifications, each customer's notifications, and each team member's notifications are separate, and changing one never changes another.
Where to find Notifications
- On a customer login, `Notifications` sits inside `Settings`, so it is hidden when the customer's plan sets `Settings Pages` to `Hidden`. You can still manage their notifications from `Open dashboard`, which is never plan-limited
- Team members need the `notifications.view` permission to see the page. Every built-in role includes it
| Whose notifications | Where |
|---|---|
| Your agency's own | Agency sidebar: `Resources -> Account -> Notifications` |
| A customer's, managed by you | Go to `Business -> Customers -> Manage Customers`, click `Open dashboard` on the customer, then `Manage -> Settings -> Notifications` |
| A customer's, as the customer | Customer login: `Manage -> Settings -> Notifications` |
| A team member's own | Their login: `Manage -> Settings -> Notifications` |
Managing a customer's notifications for them
When you open a customer's dashboard with `Open dashboard` (or the `Customer` tab), the `Notifications` page shows and edits that customer's notifications, not yours. The page subtitle reads `Email and Slack notifications sent for this customer's account.` and a notice explains that the rules fire for reviews and feedback in their account and go to the recipients set on each rule, not to your agency.
This is the right place to change what a client receives. The customer is the owner of their organizations, so their notifications are the ones that fire for their reviews and feedback. Your own notifications under `Resources -> Account -> Notifications` do not fire for customer accounts.
Inside a customer's dashboard, `New customer signups` and `Service purchases` are not offered, because those events belong to your agency. Create them from `Resources -> Account -> Notifications` in your agency sidebar.
The notification types
| Type | Sent when | Who can create it |
|---|---|---|
| `New reviews` | A review arrives from Google, Facebook, or any connected source | Everyone |
| `Private feedback` | Someone submits private feedback through a review form | Everyone |
| `New customer signups` | Someone signs up as a customer of your agency | The agency owner, in the agency account |
| `Service purchases` | A customer buys one of your services through Stripe checkout | The agency owner, in the agency account |
For service purchases, your agency account email is always emailed even without a notification. A `Service purchases` notification adds more recipients or Slack. See `Service Orders, Notifications and Delivery`.
What every new account gets by default
Every new customer, and the agency owner, automatically gets two notifications: `New Review` and `Private Feedback`. Both use email and are addressed to that person's own email. This is why clients start receiving review emails without anyone setting anything up.
Team members get no defaults. A newly invited team member receives nothing until a notification is created on their own login.
Create a notification
- Open the `Notifications` page for the account you want (see the table above)
- Click `New notification` (or `Create your first notification` if there are none)
- Under `What would you like to be told about?`, choose the type
- For `New reviews`, pick `All reviews`, `Negative (1–3★)`, or `Positive (4–5★)`. You can fine-tune ratings and sources on the next screen
- Optionally enter a `Name`. If you leave it empty, a name is chosen for you, such as `Negative reviews`
- Click `Create notification`
The new notification starts with email turned on and one recipient: the email of the person it belongs to. When you create one inside a customer's dashboard, that is the customer's email.
Edit a notification
Click a notification's name or `Edit` to open `Edit notification`. Everything is on one form, saved with the `Save notification` button. The summary at the top shows `When`, `Send to`, and, for review and feedback notifications, `Covers` (the organizations the notification applies to).
- If a review test finds nothing matching your settings, it says so, and offers `Send a preview with my latest review anyway`
- To delete a notification, click its delete button in the list and confirm `Delete notification`
| Section | Settings |
|---|---|
| `Notification name` | The label shown in the list |
| `When should this notification be sent?` | For `New reviews` only: `Star rating` (`Any rating`, `Positive (4–5★)`, `Negative (1–3★)`, or `Custom` with `From` and `To`) and `Review sources` (`Reviews from every source` or `Every source except the ones I choose`). Other types have no filters |
| `Where should it go?` | `Email` with a list of recipients (type an address and click `Add`), and `Slack` with a `Slack webhook URL`. Turn on one or both. Every recipient gets the same notification |
| `Send a test` | `Send test` sends a real notification using the latest matching review, feedback, customer, or service order, even before you save |
When a notification sends nothing
In the list, each notification shows `Active` or `Not sending`. On the edit page, a yellow box titled `This notification won't reach anyone yet` explains why.
| Message | Fix |
|---|---|
| `Turn on email or Slack so this notification has somewhere to go.` | Turn on `Email`, `Slack`, or both |
| `Email is on but there are no recipients, so no email will be sent.` | Add at least one email address |
| `Slack is on but there is no webhook URL, so nothing will be posted.` | Paste a Slack incoming webhook URL |
How delivery is decided
- Review and feedback notifications fire for everyone attached to the organization: the owner and each team member, each using their own notifications
- Team members limited to specific locations only get notifications for reviews and feedback in those locations
- Notifications arrive in the language of the person they belong to
- Reviews dated today always send. A review dated before today sends nothing if its source was connected today or if the review is more than two days old, so connecting a source does not flood inboxes with old reviews
Common recipes
| You want | Do this |
|---|---|
| Only the agency gets a client's review alerts | `Open dashboard` on the client, go to `Manage -> Settings -> Notifications`, open each notification, remove the client's email, add your own, and save |
| Stop a client receiving any alerts | Same place: delete their notifications, or remove every recipient and turn off Slack |
| Several people on the same alert | Add all the addresses under `Email` in one notification |
| Alerts only for negative reviews | Set `Star rating` to `Negative (1–3★)` |
| Ignore a noisy review source | Choose `Every source except the ones I choose` and add that source |
| Client alerts in their Slack | Turn on `Slack` in their notification and paste a webhook from the client's Slack workspace |
| Tell sales when a customer signs up | In your agency account, create a `New customer signups` notification with your sales team's addresses |