Notifications
Notification rules route escalation alerts to team members. Set up the escalation itself in Escalation & Human Handoff, then configure rules in Settings → Workspace → Escalation → Notification Rules.
Configure a notification rule
Select Add Rule, choose the notice type and recipient, and optionally scope the rule to a workflow. Choose SMS or email, then save. You can edit or delete a rule from the same list.
Rules and member preferences both affect whether a channel is eligible. A rule with SMS enabled can alert a member only when that member's SMS preference is enabled and their phone can receive texts. Email likewise requires an enabled preference and an email address. Eligibility does not guarantee provider delivery. See Notification Preferences for member settings and contact requirements.
The notification-rule editor and API expose a Voice option, but notification rules do not place voice calls. Voice calls use the separate phone:call action; see Actions.
For escalation routing behavior and setup, use Escalation & Human Handoff. For channel preferences, see Notification Preferences.