Notifications

What This Page Covers

How configurable Review Flow, Custom Form, and system notifications work, plus Google review/account alerts and the separate in-app notifications generated by Notes.

Notification Events

The notification settings currently provide these configurable events:

Event	Applies to	Supported channels	Default channels
Review Link Clicked	One Review Flow	Email, SMS, In-App	In-App
Feedback Submitted	One Review Flow	Email, SMS, In-App	Email, In-App
Form Completed	One Custom Form	Email, SMS, Phone Call, In-App	Email, In-App
System Announcement	Account-wide system messages	Email, In-App	Email, In-App

Available channels also depend on whether the selected team member has a usable email address, the required phone verification, current Data access where the event requires it, and no applicable delivery suppression.

Delivery Channels

Depending on the event, notifications can be delivered by:

In-App — Shown in the portal notification center
Email — Sent to the user’s email address
SMS — Sent to the user’s verified phone when available
Phone Call — Available for Form Completed notifications when phone delivery is ready

Configuring Notification Preferences

Open Users, select a person, and open Notification Settings. A user can manage their own settings; managers can manage another user’s settings only within their permitted access and overlapping locations.

The page separates System Notifications, Review Flow Notifications, and Custom Form Notifications, with Google reviews & account alerts shown when available. Use the searchable Flow and Form selectors to browse available resources and see whether each is available at all locations or locked to one location. Selecting a Flow or Form opens its events in a focused settings window. Enable an event, choose its delivery methods, and save that event. Enable eligible notifications applies defaults to every System, Review Flow, and Custom Form setting you are currently allowed to change, while Minimal Notifications keeps System Announcements within that same editable area.

The summary uses three different terms:

Configured — A preference is stored.
Active — At least one selected delivery channel is usable, the current access requirements pass, and the setting will send when its matching event occurs.
Needs attention — The preference remains stored, but it cannot currently send. The page identifies the event, resource, location scope, and reason, with an appropriate next action.

A stored setting is not proof that a message was sent. If a selected method becomes unavailable, the choice remains visible and stored with the reason so it can become ready again after the underlying issue is fixed.

Flow-Level Notification Settings

Review Flow and Custom Form events are configured per Flow or Form. Open a directory card’s More menu and select Team Notifications to work from that resource, or use a user’s Notifications page to review their settings across accessible resources.

Configure a Flow or Form by Person

The Team Notifications page lists the people relevant to that Flow or Form. Search for a person or use the status filters:

Status	Meaning
Active	Every saved event shown for the person currently has a usable delivery path.
Needs attention	At least one saved event cannot currently send; open the person to see why.
Not configured	The person is eligible, but no event has been enabled yet.
Unavailable	The person cannot currently be configured, usually because Data access is missing or the account was removed.

Select a person to enable individual events and choose delivery methods, location scope, and optional customer-record relationship. Each event is saved independently, so save the event you changed before closing the window.

For faster setup:

Enable users adds missing events with their current defaults for the selected people.
Reset to defaults replaces the selected people’s existing choices for this Flow or Form with the current event defaults.
Disable notifications removes only the selected people’s manageable settings for this Flow or Form.

These bulk actions do not change system notifications or settings for other Flows and Forms.

Choose Who Qualifies for an Event

Every eligible location means every location where that person currently has the access required for this Flow or Form notification. Turn it off to choose Specific locations. A location-specific Flow or Form remains locked to its own location.

The optional Only notify this person when they are … rule limits an event to the person’s relationship with the triggering request:

Creator — The person created the request record.
Sender — The request was sent as that person.
Employee — The person was selected as the employee the customer worked with.

Combination choices match any of the named relationships. Leave the rule blank to notify the person whenever the other access, Flow/Form, location, and delivery requirements pass.

The directory card counts distinct eligible team members who can receive completed-response notifications. It does not count events, saved settings, or delivery methods. A person shown as conditionally notified receives a notification only when the response matches their configured conditions.

For a person shared across managers, only overlapping Flow or Form settings are editable. System settings and non-overlapping configuration remain unchanged. Presets and disable actions likewise affect only the settings the current manager is allowed to change.

Review Click Timing and Feedback

Review Link Clicked waits 10 minutes before sending. The delay gives the customer time to submit direct feedback and prevents an immediate click alert from being followed moments later by a feedback alert.

For each configured recipient and request:

If Feedback Submitted is sent during the 10-minute window, the delayed Review Link Clicked notification is cancelled for that recipient.
If no feedback has been sent when the delay ends, Review Link Clicked can send.
If feedback arrives after the click notification was already sent, the feedback notification can still send. Important feedback is not discarded merely because an earlier click alert was delivered.
Duplicate jobs for the same event, recipient, and request do not intentionally send the same event twice.

This is one event notification per recipient and request, not necessarily one message channel. If Email, SMS, and In-App are all selected and usable, that one event may be delivered through all three channels.

Note Notifications

Note notifications are collaboration alerts rather than Flow-level preferences. After a Note has been saved, a permitted user can Follow it.

Followers receive an in-app notification when another person:

Publishes saved changes to the Note
Adds a comment

The person who publishes or comments does not receive a notification for their own action. Access is checked again when the queued notification is delivered, so a former follower who can no longer view the Note does not receive its content.

See Notes for audience, scope, and follower behavior.

Troubleshooting a Missing Notification

Confirm that the expected event actually happened. An opened request is not necessarily a completed Form or submitted feedback.
Open the person’s setting for that exact Flow or Form and check Active, Needs attention, or Not configured.
Check the response’s location and any Creator, Sender, or Employee condition against the recipient.
Confirm the selected channel has usable contact details and any required phone verification.
Check Usage & Limits for the corresponding notification channel. Request capacity is a separate balance.
For Review Link Clicked, allow the 10-minute delay and check whether feedback replaced the click alert for that recipient.

Use the response’s Activity Logs to look for recorded notification sends. For Note updates, check that the person follows the Note and still has access. A Task or Reminder due date does not schedule a notification.

Google Review and Account Alerts

Google has separate preferences for new reviews, changed reviews, and account attention. Open Google reviews & account alerts in the user’s notification settings, or use the bell in Google Reviews. New-review and changed-review alerts are separate opt-ins with their own delivery methods and Location selections. Account attention alerts belong to System owners and Administrators. These are separate from Flow/Form completion rules.

See Google Notifications for setup, monitoring windows, delivery readiness, and recovery.