Manage notifications

Overview

Signals sends notifications for incoming calls, new messages, voicemail, escalations, and billing alerts. Each team member configures their own notification preferences — choose which channels (push, SMS, email) to enable for each alert type.

Navigate to notification settings

Go to Preferences → Notifications in the sidebar.

Grant notification permission

Before Signals can send push notifications, your browser (or device) must allow them.

1. If prompted, click Allow when the browser asks for notification permission
2. If you previously denied the prompt, click Enable notifications on the settings page, which opens your browser's permission settings where you can change it to Allow

Subscribe to push notifications

Push notifications work on mobile (PWA) and desktop. They deliver alerts even when the Signals tab isn't in focus.

1. On the Notifications settings page, click Subscribe to push notifications
2. Your device is registered and shows as subscribed
3. To unsubscribe, click Unsubscribe (you'll stop receiving push notifications on that device)

If you use Signals on multiple devices, subscribe on each one separately.

Notification channel matrix

The channel matrix lets you choose exactly how you receive each type of alert. Each row is a notification type, and each column is a delivery channel:

Toggle each cell on or off independently. For example, you might want push + SMS for missed calls but only push for draft replies.

Select all

Use the Select all row at the top of the matrix to quickly enable or disable an entire channel column. For example, toggle "Select all" under the SMS column to enable SMS for every notification type at once.

SMS notifications

SMS alerts are sent to the phone number on your user profile. If you don't have a phone number set, the SMS column will be disabled with a link to your Profile settings.

SMS messages include a short alert and a link to the relevant item in your dashboard. For example:

Acme Health Alerts: Missed Call — https://signals.warpflow.ai/work-queue?tab=calls

SMS notifications use communication credits from your account balance.

Note: Billing alerts is visible to admin users only.

Business hours only

Toggle Business hours only to suppress non-urgent notifications outside your configured business hours.

When enabled:

• Routine alerts (new messages, drafts ready) are held until business hours resume
• Escalations always notify immediately, regardless of this setting — across all channels (push, SMS, email)

This is useful for teams that don't want off-hours interruptions but still need to be reachable for urgent issues.

Re-escalations

When a lead that already has an open escalation gets new activity (e.g. the customer sends another message), Signals sends a re-escalated push notification instead of a fresh escalation alert. This uses the same delivery channels you selected for Escalations, but the payload is clearly labeled so you can distinguish "new ticket" from "existing ticket got noisier" at a glance. See Resolve an escalation for the resolution flow.

Ringtone selection

Choose a ringtone for incoming call alerts. Click the preview button to hear each option before selecting.

Test your notifications

Click the Test notification button to send a test alert to your device. This verifies that:

• Browser notification permission is granted
• Push subscription is active
• Your selected ringtone plays correctly

If the test notification doesn't appear, check the troubleshooting section in Install the mobile app.

HIPAA mode

For HIPAA-enabled tenants, all notifications automatically use generic content:

• Instead of "Call from John Smith (555-1234)" → "Incoming call"
• Instead of "New message from Jane Doe" → "New message"

This protects Protected Health Information (PHI) from appearing on lock screens, notification banners, and SMS messages. No configuration needed; it's automatic for HIPAA tenants.

Desktop vs. mobile behavior

• Desktop (browser): Push notifications appear as browser notifications in your OS notification center
• Mobile (PWA): Push notifications appear with sound and vibration
• SMS: Delivered to your profile phone number regardless of device
• Email: Delivered to your account email with a dashboard link
• Softphone ringtone: Plays when an incoming call notification arrives, if the Signals tab/app is in focus

Tips

• Subscribe on your primary work device at minimum. If you use the PWA on your phone and the browser on your desktop, subscribe on both for push notifications.
• Enable SMS for critical alerts. Escalations and missed calls are good candidates for SMS so you're notified even without the app open.
• Billing alerts are on by default. They notify you before your credit balance runs out or a payment fails, so leave them enabled unless another team member is handling billing.
• Adjust as you go. If you're getting too many notifications on a channel, toggle that specific type off while keeping others on.