Notification Settings

The notification system delivers timely alerts to users through multiple channels. As an admin, you configure which channels are available, how they connect to external services, and which events trigger notifications.

Navigate to Admin > Notification Settings.

Notification Channels

Intellicon CRM supports five notification channels:

Channel	Provider	Setup Required
In-App	Built-in	None — always available
Email	SMTP	SMTP server configuration
SMS	Twilio	Twilio account credentials
WhatsApp	WhatsApp Business API	Business API configuration
Browser Push	Web Push (VAPID)	VAPID key generation

In-App Notifications

In-app notifications are delivered instantly through WebSocket and appear in the notification bell icon in the application header. No external configuration is needed.

• Notifications appear as a dropdown list.
• Unread count is shown as a badge on the bell icon.
• Users can mark notifications as read or dismiss them.
• Notification history is preserved and searchable.

Email (SMTP) Configuration

1. Select the Email channel tab.
2. Configure the SMTP server:
   • SMTP Host — e.g., smtp.gmail.com, smtp.office365.com, email-smtp.us-east-1.amazonaws.com
   • SMTP Port — typically 587 (TLS) or 465 (SSL)
   • Username — SMTP authentication username
   • Password — SMTP authentication password
   • Encryption — TLS or SSL
   • From Address — the sender email address (e.g., notifications@yourcompany.com)
   • From Name — the sender display name (e.g., "Intellicon CRM")
3. Click Test Connection to send a test email.
4. Click Save.

warning

Store SMTP credentials securely. The password is encrypted at rest but visible to admin users on this settings page. Use a dedicated service account for SMTP, not a personal email account.

Common SMTP Configurations

Provider	Host	Port	Notes
Gmail	smtp.gmail.com	587	Requires App Password (not regular password)
Microsoft 365	smtp.office365.com	587	Requires OAuth or App Password
Amazon SES	email-smtp.{region}.amazonaws.com	587	Use IAM SMTP credentials
SendGrid	smtp.sendgrid.net	587	Use API key as password

SMS (Twilio) Configuration

1. Select the SMS channel tab.
2. Configure Twilio credentials:
   • Account SID — from your Twilio dashboard
   • Auth Token — from your Twilio dashboard
   • Phone Number — your Twilio phone number (e.g., +15551234567)
3. Click Test SMS to send a test message.
4. Click Save.

info

Twilio charges per SMS message. Monitor your Twilio usage dashboard to control costs. Consider limiting SMS notifications to high-priority events (e.g., deal closed, urgent task assigned).

WhatsApp Configuration

1. Select the WhatsApp channel tab.
2. Configure the WhatsApp Business API connection.
3. This requires a WhatsApp Business Account and approved message templates.
4. Enter the API credentials and configure message templates.
5. Test the connection.
6. Save.

note

WhatsApp Business API requires approval from Meta. Template messages must be pre-approved before they can be used for notifications. This channel has more setup overhead than others.

Browser Push (VAPID) Configuration

Browser push notifications appear as native OS notifications even when the CRM tab is not active.

1. Select the Browser Push channel tab.
2. Click Generate VAPID Keys to create a public/private key pair.
3. The public key is shared with browsers; the private key is stored securely on the server.
4. Click Save.

Once configured, users are prompted to allow notifications in their browser when they next log in.

tip

Browser push is excellent for time-sensitive alerts because it reaches users even when they are in another application. Encourage your team to accept the browser permission prompt.

Channel Enable/Disable

Each channel can be toggled on or off independently:

1. Click the toggle switch next to the channel name.
2. Disabled channels stop delivering notifications immediately.
3. Pending notifications for disabled channels are queued and delivered when the channel is re-enabled.

Event Types

Notifications are triggered by events in the CRM. Each event can be routed to one or more channels.

Available Event Types

Event	Description
task_assigned	A task is assigned to a user
task_due_soon	A task is due within 24 hours
task_overdue	A task has passed its due date
lead_assigned	A lead is assigned to a user
lead_stage_change	A lead moves to a new pipeline stage
deal_stage_change	A deal/opportunity changes stage
deal_closed_won	A deal is marked as won
deal_closed_lost	A deal is marked as lost
note_added	A note is added to a record
mention	A user is @mentioned in a note or comment
approval_requested	An approval is requested from a user
approval_completed	An approval decision is made
target_milestone	A target reaches 50%, 75%, or 100%
import_completed	A batch import job finishes

Default Notification Routing

1. Select the Event Routing tab.
2. For each event, configure which channels deliver the notification.
3. Set defaults that apply to all users (users can override some preferences in their personal settings).

Event	In-App	Email	SMS	Browser Push
task_assigned	Yes	Yes	No	Yes
deal_closed_won	Yes	Yes	Yes	Yes
mention	Yes	Yes	No	Yes
import_completed	Yes	No	No	No

Do Not Disturb Settings

Configure quiet hours when notifications are suppressed:

1. Select the DND tab.
2. Set:
   • DND Start Time — e.g., 20:00 (8 PM)
   • DND End Time — e.g., 08:00 (8 AM)
   • DND Days — e.g., Saturday and Sunday
   • Override for urgent — whether high-priority notifications bypass DND
3. Save.

info

DND settings configured here are the organization default. Individual users can adjust their own DND hours in their notification preferences, but cannot exceed the admin-set boundaries.

Best Practices

1. Enable in-app and email first — these are the most reliable and lowest-cost channels.
2. Reserve SMS for critical events — SMS has per-message costs and can be intrusive.
3. Test every channel — always send a test notification after configuring a new channel.
4. Set sensible DND hours — respect your team's work-life balance.
5. Review event routing quarterly — too many notifications cause alert fatigue. Only notify for actionable events.
6. Monitor delivery — check notification logs for failed deliveries and troubleshoot connectivity issues.

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Next: Notification Templates — Customize notification message content.