Notifications: WebApps

The right info at the right time

A good web app actively informs people: it doesn't wait for someone to check. So nothing slips through, and no one has to “just check whether something new is there”.

The channels

• Email: confirmations, reminders, reports, reliably delivered (e.g. via SendGrid).
• SMS & voice: for time-critical notices that must be read (via Twilio).
• Slack / Teams: team messages straight into the chat where work happens anyway.
• In-app: an inbox and notices right in the interface, in real time.

Automatically triggered

Notifications hang on your workflows: when a certain event happens, the matching message goes out over the matching channel, to the right person, automatically and traceably. Each user can control what they want to be informed about.

Example

New complaint → immediately a Slack message to the support team and an in-app task; if it stays open for two hours, a reminder to the lead. So the system escalates by itself, before a customer follows up annoyed.