Notifications

Hey Customer keeps your team in the loop three ways — in the app, by email, and in Slack — using a mix of rules you set up and updates that follow you automatically.

How it works

There are two kinds of notification. Rules are the ones you configure: pick an event, pick who should hear about it, and optionally send it to a Slack channel too. Automatic updates are the ones nobody has to set up — being assigned something, a task of yours falling due, or a change to a record you follow.

In-app notifications always arrive. They collect in Notifications in the sidebar, with a badge showing how many you haven't read. Email is on by default and each person can turn it off for themselves. Slack is opt-in per rule and only available once your Slack integration is connected.

Set up notification rules

Rules live at Configurations > Notifications. There are five:

• New Lead Created — a new lead lands.
• Opportunity Won — a deal is marked won.
• Opportunity Lost — a deal is marked lost.
• Ticket Created — someone on your team opens a ticket.
• Portal Ticket Created — a customer opens a ticket from the support portal.

The two ticket rules are on when you start. The three sales rules are off until you turn them on.

1. Go to Configurations > Notifications.
2. Use the toggle on a rule to turn it on or off.
3. Click the arrow on the right of the rule to open it.
4. Under Recipients, add the people who should be notified. You can pick individual users, whole permission groups, or both.
5. If you want the same event posted to Slack, turn on Send to Slack and choose a channel.
6. Click Save.

Picking a group is the low-maintenance choice: the notification goes to whoever is in that group when the event happens, so you don't have to revisit the rule every time someone joins or leaves.

Each rule shows how many recipients it currently has, so you can spot a rule that's switched on but going nowhere.

Send notifications to Slack

The Slack section of a rule stays greyed out and reads "Not connected" until your organization has connected Slack. Once it's connected, turn on Send to Slack on any rule and pick the channel it should post to. Each rule can go to its own channel — new leads to your sales channel, portal tickets to support.

If a channel in the list says Hey Customer isn't in it, invite the bot in Slack first — open the channel and type /invite @Hey Customer — or pick a channel it's already in. Otherwise the post can't be delivered, and the account owner and anyone who can access all configurations get an email asking them to invite it.

Slack is a channel post, not a personal message. It's in addition to the in-app and email notifications your recipients get, not instead of them.

Follow records to stay updated

Accounts, leads, opportunities, and tickets each have a list of followers, shown as a stack of avatars in the sidebar of the record.

People are added as followers automatically:

• Whoever created the record follows it.
• Whoever it's assigned to follows it — including when it's reassigned later.
• On a ticket, the contact it's for is added too.

To follow or stop following something yourself, use the Follow and Unfollow link next to the avatars. To add someone else, click the avatar stack and search for them. You can add both teammates and contacts.

Followers hear about ticket status changes and new Notes on tickets they follow. Whoever made the change doesn't get notified about their own action.

Contacts who follow a ticket are treated as customers: they get an email when the ticket's status changes and when a note marked visible to the customer is added — never for internal notes.

Automatic updates you don't configure

Some notifications always send, because they're about work landing on someone's desk:

• A lead is assigned to you.
• An opportunity is assigned to you.
• A ticket is assigned to you.
• A ticket you follow changes status.
• A note is added to a ticket you follow.
• A task assigned to you is due today — sent once each morning, at 8am in your organization's timezone.

These arrive in the app and by email. They aren't listed in Configurations and can't be turned off there — the way to control them is to stop following the record, or to turn off your own email notifications.

Choose how you personally get notified

1. Go to Profile > Notifications.
2. Use the Email notifications toggle to decide whether Hey Customer emails you.
3. Click Save preferences.

This setting is yours alone and doesn't change what anyone else receives.

Good to know

• In-app notifications can't be switched off. They're marked "Always on" in your preferences.
• Turning off your email notifications doesn't affect in-app notifications or Slack posts.
• Email for a rule goes to the same recipients you picked for it. There's no separate email switch per rule.
• In your notification list, click a notification to mark it read and jump to the record, or use Mark all as read to clear the badge.
• Changing notification rules needs the "Access all configurations" permission. Connecting Slack needs "Manage integrations".
• Notification rules are shared by your whole organization — the recipients you choose apply to everyone, not just to you.