Notifications

Notifications are what turn a logged event into something a person actually sees in time to act on it.

Channels

Crystal Desk sends notifications through three channels:

• In-app — visible within the platform itself, always enabled.
• Email — sent via Amazon SES, available on every plan.
• WhatsApp — sent via WhatsApp Business, included on the standard plan.

Events that trigger a notification

• A new assignment (the assignee is told a stage is now theirs).
• An SLA pre-breach warning (the assigned supervisor is warned before the deadline is missed).
• An SLA breach (the supervisor is told a deadline has been missed).
• A rejection (the previous stage's assignee is told their work was sent back, along with the rejection reason).
• A mention in a comment (whoever was @mentioned is notified directly).

Configuring supervisor preferences

Per stage, the configured supervisor's notification preferences determine which channels they actually receive alerts on — a supervisor might want SLA breaches over WhatsApp for immediate visibility, but keep routine assignment notifications to email or in-app only, to avoid channel fatigue on lower-urgency events.

That covers SLA & Notifications. Integrations Overview is next, covering the external tools Crystal Desk connects with.