Administration
Notification Rules
Which events notify whom, on which channel, and when.
| Event | Channel | Audience | When |
|---|---|---|---|
| New case assigned | In-app + Email | Case owner | Immediately |
| SLA at risk (75%) | In-app | Case owner + Team lead | Threshold crossed |
| Escalation created | Escalation owner + Manager | Immediately | |
| Provider response received | In-app | Assigned agent | Immediately |
| Callback due | In-app + SMS | Assigned agent | 15 min before |
| Agreement expiring (30d) | Relationship owner | Daily digest | |
| Source system delayed | In-app | Ops Manager | After 2h delay |