Notifications
The notify step: email, SMS, WhatsApp (session vs. template, handled automatically), and help-desk tickets — with DND and suppression enforced on every send.
View as MarkdownThe Send a notification step is how a workflow reaches out — to the customer, to the owner, or to the team. Four channels:
| Channel | How it sends | Needs |
|---|---|---|
Your wording with {{variables}} — to the customer, the owner, or any address | Nothing extra | |
| SMS | Texts through an SMS service in the business | A2P-registered SMS service |
| Session text inside Meta's 24-hour window; an approved template you pick outside it — the right one chosen automatically | A WhatsApp service | |
| Help desk | Opens a ticket with the person as requester and your summary in the body | A help-desk service |
Suppression is enforced at the send
Every SMS and WhatsApp notification checks DND before it leaves: if the contact opted out — on that channel or entirely — the send is skipped and the run log says so. Workflow authors don't manage compliance; the platform does.
Who receives it
Notifications address the person the run is about by default (the caller, the form-filler) — their phone and email arrive as run context. Owner/team alerts just use a fixed address instead. The two combine naturally: "email the customer a confirmation and SMS the on-call tech" is two notify steps.
The most under-used channel. "AI couldn't answer", "voicemail left", "refund requested" — anything a human must own becomes a ticket with the transcript, so it can't be lost in someone's inbox.