Notification Channels

NotifyHero reaches your team through 12 channels. Every person configures their own preferences.

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Available Channels

Channel	Description	Plans
Phone Call	Automated voice call in 20+ languages	All
SMS	Text message with incident summary	All
Push Notification	Mobile app push (iOS + Android)	All
Email	Detailed incident email with context	All
Slack	Message in channel or DM	All
Microsoft Teams	Adaptive card in channel or chat	All
WhatsApp	Message via WhatsApp Business	Team+
Telegram	Message via Telegram bot	Team+
Discord	Embed in Discord channel	Team+
Webhook	HTTP POST to any URL	All
Live Call Routing	Route incoming calls to on-call person	Business+
Browser Push	Desktop browser notification	All

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Per-User Notification Rules

Each team member configures their own rules at Profile → Notification Rules.

High-Urgency Rules

For critical and error-level incidents:

Immediately: Push notification
After 1 min: Phone call
After 3 min: SMS
After 5 min: Phone call (repeat)

Low-Urgency Rules

For warnings and informational alerts:

Immediately: Email
Immediately: Slack DM

Tip: Stack multiple channels with delays. If push doesn't wake someone up during off-hours, a phone call at 1 minute will.

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Quiet Hours

Suppress low-urgency notifications during off-hours.

Go to Profile → Quiet Hours:

• Start: 22:00
• End: 08:00
• Days: Every day (or weekdays only)
• Behavior: Suppress low-urgency; high-urgency always delivered

High-urgency notifications are never suppressed — not even during quiet hours. A P1 incident always gets through.

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Notification Rules (Team-Level)

Admins can set organization-wide notification rules at Settings → Notification Rules:

Channel-Based Routing

All critical incidents → #incidents-critical Slack channel
All P1 incidents → War room auto-created in Slack
All resolved incidents → #incidents-resolved Slack channel

Service-Based Routing

checkout-service incidents → #payments-alerts
api-gateway incidents → #platform-alerts

Suppression Rules

Suppress warnings during maintenance windows
Suppress info events on weekends
Deduplicate: max 1 notification per alert per 5 minutes

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Phone Call Details

Automated voice calls support:

• 20+ languages — matched to user's locale setting
• Acknowledge by keypress — press 1 to ack, 2 to escalate
• Caller ID — shows NotifyHero number (configurable on Enterprise)
• Retry logic — if call fails, retries once before moving to next channel

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Testing Notifications

Verify your setup works before an actual incident:

1. Go to Profile → Notification Rules
2. Click Send Test Notification
3. Select the channel to test
4. Confirm delivery

You can also trigger a test incident from any service page.

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Best Practices

• Use escalating channels — push → phone → SMS with delays
• Enable at least 2 channels — redundancy matters during off-hours
• Set quiet hours — prevent alert fatigue from low-urgency noise
• Test quarterly — phone numbers change, apps get uninstalled