Two of the most common support questions — "how do I get notified when a new review comes in?" and "how do I stop my client getting these emails?" — are both answered by the same screen. This guide walks through it.
The key mental model: notifications belong to a user, not to an organization. Every user has their own notification settings, and changing yours never changes anyone else's.
Notifications belong to a user, not an organization
Each user manages their own notifications. On the customer side that screen is `Manage -> Settings -> Notifications`. Your own agency notifications live at `Resources -> Account -> Notifications`.
Because notifications are per-user, there is no agency-side editor for another user's notifications. To change what a customer receives, log in as that customer (or use `View as customer`) and edit theirs directly.
This is a customer-side screen. Because you are in your agency account, you can reach it two ways: go to `Business -> Customers -> Manage Customers` and click `Open dashboard` on the customer — you go into their dashboard with nothing locked, even features their plan hides, and a bar at the top shows whose dashboard you are in (handy for done-for-you setups or granting access beyond a plan); or choose `View as customer` on the same page to see their dashboard exactly as they see it, with their plan's limits. If your sidebar shows the `Agency` / `Customer` switcher, the `Customer` tab plus the location switcher is a shortcut to the same place.
The notification types
- `New Reviews` — fires when a new review is synced in, available to everyone
- `Private Feedback` — fires when private feedback is submitted, available to everyone
- `Customer Signup` — additionally available to the agency owner, and fires when a new customer registers
What every new customer gets by default
Every new customer automatically gets two notifications created for them: a `New Review` notification and a `Private Feedback` notification, both on the email channel and addressed to their own signup email. This is why clients start receiving review emails without anyone setting anything up.
Team members do not get defaults — a newly invited team member receives nothing until notifications are created for them.
Anatomy of a notification
Opening a notification shows an edit screen made of three cards, each saved independently — saving one card does not save the others.
- General Settings — the notification name plus its channels: `Email` and `Slack`. Slack needs a webhook URL, and if the alerts are for a client, set up Slack inside the client's account, not yours. A `Send Test` button sends a test using the latest real review or feedback.
- Rules (New Reviews only) — a rating range slider (default 1-5) and a review-source exclude list, described on screen as 'sources you would NOT like to be notified on'.
- Email Recipients — an explicit list of addresses managed with Add Email.
The gotcha behind most "why am I not getting alerts" tickets: a notification with an empty recipients list sends nothing. And rules do not apply to Private Feedback notifications — the rating slider and exclude list only affect New Reviews.
How delivery is decided
- New-review alerts go to the organization owner's notification settings
- Users restricted to specific locations only get alerts for reviews in their locations
- Very old reviews synced in bulk do not trigger alerts — an anti-spam guard on the first sync of a source
Common recipes
| You want | Do this |
|---|---|
| Only the agency gets review alerts, the client gets none | Log in as the client, delete or edit their default notification rows, then add your address to your own notifications |
| Multiple staff emails on the same alert | Add all the addresses under Email Recipients of one notification |
| Alerts only for negative reviews | Set the rating range slider to 1-3 |
| Mute a noisy review source | Add that source to the exclude list in Rules |