Two of the most common support questions, "how do I get told when a new review comes in?" and "how do I stop my client getting these emails?", are both answered on the Notifications page. This guide walks through it.
The key idea: a notification belongs to a user, not to an organization. Your agency's notifications, each customer's notifications, and each team member's notifications are separate, and changing one never changes another.
Where to find Notifications
#On a customer login, Notifications sits inside Settings, so it is hidden when the customer's plan sets Settings Pages to Hidden. You can still manage their notifications from Open dashboard, which is never plan-limited
Steps and details · includes a table
- Team members need the
notifications.viewpermission to see the page. Every built-in role includes it
| Whose notifications | Where |
|---|---|
| Your agency's own | Agency sidebar: Resources -> Account -> Notifications |
| A customer's, managed by you | Go to Business -> Customers -> Manage Customers, click Open dashboard on the customer, then Manage -> Settings -> Notifications |
| A customer's, as the customer | Customer login: Manage -> Settings -> Notifications |
| A team member's own | Their login: Manage -> Settings -> Notifications |
Whose notifications · Where
- Your agency's own
- Agency sidebar:
Resources -> Account -> Notifications - A customer's, managed by you
- Go to
Business -> Customers -> Manage Customers, clickOpen dashboardon the customer, thenManage -> Settings -> Notifications - A customer's, as the customer
- Customer login:
Manage -> Settings -> Notifications - A team member's own
- Their login:
Manage -> Settings -> Notifications
Managing a customer's notifications for them
#When you open a customer's dashboard with Open dashboard (or the Customer tab), the Notifications page shows and edits that customer's notifications, not yours. The page subtitle reads Email and Slack notifications sent for this customer's account. and a notice explains that the rules fire for reviews and feedback in their account and go to the recipients set on each rule, not to your agency.
Steps and details
This is the right place to change what a client receives. The customer is the owner of their organizations, so their notifications are the ones that fire for their reviews and feedback. Your own notifications under Resources -> Account -> Notifications do not fire for customer accounts.
Inside a customer's dashboard, New customer signups and Service purchases are not offered, because those events belong to your agency. Create them from Resources -> Account -> Notifications in your agency sidebar.
Emails about Google posts
#Emails about Google posts do not use notification rules. They go to named addresses, set per location.
Steps and details
- Approval requests go to the
Approversaddresses underPosts -> Settings,Approvals and Noticestab - When a post could not go out or a channel needs attention, the
Noticesaddresses on the same tab are told - When a post is still waiting about 24 hours before its time, its approvers get one reminder. It is on by default, under
Business -> Publishing,Playbook,Emails to Your Customers,Approval reminders - Optional:
Monthly summary of live posts. On the 1st of each month, each location's notice addresses get the posts that went live the month before, under your brand. Months with no live post send nothing. Turn it on underEmails to Your Customers, andSend Me a Sample Summarypreviews it - On days with something to report, you get one summary email across all customers, around 08:00 in the default time zone set on the
Playbooktab ofBusiness -> Publishing. With none set, it follows the time zone most of your locations use. It covers posts waiting for approval, approval emails not sent, changes requested, posts that could not publish, what needs attention, and posts that expired - Every client email carries a link to stop those emails for that location
The notification types
#Removed review alerts come from your New reviews notifications: one email or Slack message per location check, listing the reviews that are no longer on Google, filtered by the same Star rating and Review sources settings. They cover Google locations connected with Grant Access
Steps and details · includes a table
| Type | Sent when | Who can create it |
|---|---|---|
New reviews | A review arrives from Google, Facebook, or any connected source, and when a Google review is removed from Google | Everyone |
Private feedback | Someone submits private feedback through a review form | Everyone |
New customer signups | Someone signs up as a customer of your agency | The agency owner, in the agency account |
Service purchases | A customer buys one of your services through Stripe checkout | The agency owner, in the agency account |
For service purchases, your agency account email is always emailed even without a notification. A Service purchases notification adds more recipients or Slack. See Service Orders, Notifications and Delivery.
What every new account gets by default
#Every new customer, and the agency owner, automatically gets two notifications: New Review and Private Feedback. Both use email and are addressed to that person's own email. This is why clients start receiving review emails without anyone setting anything up.
Steps and details
Team members get no defaults. A newly invited team member receives nothing until a notification is created on their own login.
Create a notification
#Open the Notifications page for the account you want (see the table above)
Steps and details
- Click
New notification(orCreate your first notificationif there are none) - Under
What would you like to be told about?, choose the type - For
New reviews, pickAll reviews,Negative (1–3★), orPositive (4–5★). You can fine-tune ratings and sources on the next screen - Optionally enter a
Name. If you leave it empty, a name is chosen for you, such asNegative reviews - Click
Create notification
The new notification starts with email turned on and one recipient: the email of the person it belongs to. When you create one inside a customer's dashboard, that is the customer's email.
Edit a notification
#Click a notification's name or Edit to open Edit notification. Everything is on one form, saved with the Save notification button. The summary at the top shows When, Send to, and, for review and feedback notifications, Covers (the organizations the notification applies to).
Steps and details · includes a table
- If a review test finds nothing matching your settings, it says so, and offers
Send a preview with my latest review anyway - To delete a notification, click its delete button in the list and confirm
Delete notification
| Section | Settings |
|---|---|
Notification name | The label shown in the list |
When should this notification be sent? | For New reviews only: Star rating (Any rating, Positive (4–5★), Negative (1–3★), or Custom with From and To) and Review sources (Reviews from every source or Every source except the ones I choose). Other types have no filters |
Where should it go? | Email with a list of recipients (type an address and click Add), and Slack with a Slack webhook URL. Turn on one or both. Every recipient gets the same notification |
Send a test | Send test sends a real notification using the latest matching review, feedback, customer, or service order, even before you save |
Section · Settings
Notification name- The label shown in the list
When should this notification be sent?- For
New reviewsonly:Star rating(Any rating,Positive (4–5★),Negative (1–3★), orCustomwithFromandTo) andReview sources(Reviews from every sourceorEvery source except the ones I choose). Other types have no filters Where should it go?Emailwith a list of recipients (type an address and clickAdd), andSlackwith aSlack webhook URL. Turn on one or both. Every recipient gets the same notificationSend a testSend testsends a real notification using the latest matching review, feedback, customer, or service order, even before you save
When a notification sends nothing
#In the list, each notification shows Active or Not sending. On the edit page, a yellow box titled This notification won't reach anyone yet explains why.
Steps and details · includes a table
| Message | Fix |
|---|---|
Turn on email or Slack so this notification has somewhere to go. | Turn on Email, Slack, or both |
Email is on but there are no recipients, so no email will be sent. | Add at least one email address |
Slack is on but there is no webhook URL, so nothing will be posted. | Paste a Slack incoming webhook URL |
Message · Fix
Turn on email or Slack so this notification has somewhere to go.- Turn on
Email,Slack, or both Email is on but there are no recipients, so no email will be sent.- Add at least one email address
Slack is on but there is no webhook URL, so nothing will be posted.- Paste a Slack incoming webhook URL
How delivery is decided
#Review and feedback notifications fire for everyone attached to the organization: the owner and each team member, each using their own notifications
Steps and details
- Team members limited to specific locations only get notifications for reviews and feedback in those locations
- Notifications arrive in the language of the person they belong to
- Reviews dated today always send. A review dated before today sends nothing if its source was connected today or if the review is more than two days old, so connecting a source does not flood inboxes with old reviews
Common recipes
#Steps and details · includes a table
| You want | Do this |
|---|---|
| Only the agency gets a client's review alerts | Open dashboard on the client, go to Manage -> Settings -> Notifications, open each notification, remove the client's email, add your own, and save |
| Stop a client receiving any alerts | Same place: delete their notifications, or remove every recipient and turn off Slack |
| Several people on the same alert | Add all the addresses under Email in one notification |
| Alerts only for negative reviews | Set Star rating to Negative (1–3★) |
| Ignore a noisy review source | Choose Every source except the ones I choose and add that source |
| Client alerts in their Slack | Turn on Slack in their notification and paste a webhook from the client's Slack workspace |
| Tell sales when a customer signs up | In your agency account, create a New customer signups notification with your sales team's addresses |
You want · Do this
- Only the agency gets a client's review alerts
Open dashboardon the client, go toManage -> Settings -> Notifications, open each notification, remove the client's email, add your own, and save- Stop a client receiving any alerts
- Same place: delete their notifications, or remove every recipient and turn off Slack
- Several people on the same alert
- Add all the addresses under
Emailin one notification - Alerts only for negative reviews
- Set
Star ratingtoNegative (1–3★) - Ignore a noisy review source
- Choose
Every source except the ones I chooseand add that source - Client alerts in their Slack
- Turn on
Slackin their notification and paste a webhook from the client's Slack workspace - Tell sales when a customer signs up
- In your agency account, create a
New customer signupsnotification with your sales team's addresses