Notification Channels

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

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 |

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 at 3 AM, a phone call at 1 minute will.

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.

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

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

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.

Best Practices

  • Use escalating channels — push → phone → SMS with delays
  • Enable at least 2 channels — redundancy matters at 3 AM
  • Set quiet hours — prevent alert fatigue from low-urgency noise
  • Test quarterly — phone numbers change, apps get uninstalled