Notifications

Notifications turn Omniflow events into pings somewhere a human will see them. Done right, they’re the difference between catching an SLA breach in 10 minutes and finding out about it in tomorrow’s report.

Channels

Channel	Best for
Slack	Most teams’ default. Threaded, low-friction.
Microsoft Teams	Same as Slack, for MS shops.
Email	Asynchronous summaries, daily digests.
SMS	True urgency only — outages, on-call paging.
In-app	The Omniflow notification panel. Default for low-stakes events.
PagerDuty	High-severity escalations with rotation.

What to notify on

Common starting points:

Event	Channel	Recipients
SLA breach	Slack `#support-sla`	Team supervisor
QA outlier (score < 2)	Slack `#qa-outliers`	Coach
New high-priority ticket	Slack `#support-urgent`	On-call
Daily QA digest	Email	Leadership
Weekly trend report	Email	Whole team
AI agent reliability degraded	PagerDuty	Engineering on-call
Training attempt completed	In-app	Trainee, coach

Start with three notifications and add more only when you find yourself wishing you had them. Notification fatigue is real — over-alerting is worse than under-alerting.

Build a notification rule

Automations → Notifications → New rule.
Pick a trigger (any conversation/ticket/scorecard event, or a schedule).
Add conditions (priority, channel, score threshold, etc.).
Pick a destination (channel, recipient list, integration).
Write the message — Markdown for Slack/Teams/email, plain text for SMS.


**🚨 SLA breach risk**
{{conversation.contact.name}} — {{conversation.subject}}
Priority: {{conversation.priority}}
Time elapsed: {{conversation.first_response_elapsed}}
[Open conversation]({{conversation.url}})

Placeholders work the same as in canned responses.

Throttling and dedupe

Without throttling, a busy hour can flood a channel:

Throttle	What it does
Cooldown per resource	Don’t re-notify on the same conversation for N minutes.
Cooldown per recipient	Don’t ping the same person more than X times per hour.
Aggregation	Bundle similar events into one digest message.
Quiet hours	No SMS / phone notifications outside configured hours.

Set under Settings → Notification preferences per workspace and per recipient.

Per-user preferences

Each user can override workspace defaults from their Profile → Notifications:

Mute specific channels.
Set quiet hours for SMS / phone.
Subscribe to digests instead of real-time pings.

Don’t override quiet hours without an emergency reason. “Always-on” alerting is how teams burn out. If something’s truly urgent, page through PagerDuty with a clear policy.

Digests

Digests bundle a period of events into a single message. Patterns:

Digest	When
Daily QA summary	9 AM weekday. Score distribution, top outliers, week-over-week.
Weekly SLA report	Monday 9 AM. Breach trends, action items.
Coach review queue	Every morning. Outstanding attempts to review.
Personal digest	Each agent’s daily summary of their conversations.

Schedule digests under Notifications → Digests → New digest.

Programmatic notifications

For fully custom logic, use a webhook subscription instead of a built-in notification — POST to your endpoint, run your own logic, fan out however you want. See Custom API & Webhooks.

Open in Omniflow

If you want to…	Go to
Configure SLA breach alerts	SLA & Business Hours
Send Slack messages	Messaging integrations
Wire a webhook	Custom API & Webhooks