Notifications
The Notifications console
Section titled “The Notifications console”Notifications (Admin → Notifications) is a tabbed console with five sections: Email server, SMS gateway, WhatsApp, Notification rules, and Templates. It configures the non-secret settings for outbound notifications; any API keys or auth tokens are entered as encrypted server-side secrets and are never shown back on this screen.
Email server
Section titled “Email server”Configure the outbound email provider and connection details:
- Provider — SendGrid or a generic SMTP relay.
- Encryption — TLS (STARTTLS), SSL, or none.
- SMTP host, port, from name, from address, and an optional reply-to.
- Daily send limit (0 = unlimited).
Use Send test email to enter a recipient and confirm the configuration actually delivers — the console reports success or failure inline rather than assuming it worked.
SMS gateway
Section titled “SMS gateway”Pick one active SMS provider — Twilio or 019 SMS — and fill in its non-secret fields (for Twilio: the Account SID and sender number; for 019 SMS: the account/username and sender ID). The provider’s secret credential is read from the server environment, shown here only as a configured/not-configured indicator. Send test SMS works the same way as the email test: enter a number and confirm delivery.
WhatsApp is delivered through the same Twilio account as SMS, using a dedicated WhatsApp sender number — there are no separate non-secret settings to capture beyond that. The console shows whether the Twilio credentials and WhatsApp sender are present on the server, and offers Send test WhatsApp to verify the channel end-to-end.
Notification rules
Section titled “Notification rules”Rules decide when a notification fires. Each rule has:
- A name and the event/table it watches.
- A channel: Email, SMS, or Email + SMS.
- Recipients: Caller / opened by, Assigned to, Assignment group, or Watch list.
- A template to send.
- An optional condition (an encoded query, for example
priority=1^state=2) that narrows which records trigger the rule. - An active toggle, so a rule can be paused without deleting it.
Templates
Section titled “Templates”Templates hold the message content: email templates have a subject and body, SMS templates have a body only. Both support {placeholders} (such as {number} or {assigned_to}) that a rule fills in from the triggering record — the editor detects the placeholders you’ve used and shows a live preview rendered against sample values, so you can check the wording before it goes live.
Configuration guidance
Section titled “Configuration guidance”Set up the channel (email server or SMS/WhatsApp gateway) and confirm it with a test send before turning on the rules that depend on it — a rule pointed at a channel that isn’t configured yet won’t have anywhere to deliver. Use Reset to defaults from the console header if you need to return every tab (config, rules and templates) to its starting state.