# Notifications

Notifications let you automatically alert your team when important events happen in your workspace — missed calls, voicemails, qualified leads, and more.

{% hint style="info" %}
Notifications are available on **all plans**. The **Email** channel requires the **Agency plan** with [custom SMTP configured](https://help.ringtonic.app/white-label#custom-email-delivery-optional). Future channels (Slack, Discord, Telegram) will be available on all plans.
{% endhint %}

***

### How Notifications Work

When an event occurs (e.g., a missed call), Ring Tonic checks your notification rules. If a rule matches the event, a notification is sent to all configured recipients with the details of what happened.

```
┌─────────────┐      ┌─────────────┐      ┌──────────────┐
│  Event      │──────│  Rule       │──────│  Notification │
│  happens    │      │  matches    │      │  sent to      │
│  (missed    │      │  event &    │      │  recipients   │
│   call)     │      │  is active  │      │               │
└─────────────┘      └─────────────┘      └──────────────┘
```

***

### Available Events

Notification rules can trigger on any of these events:

| Event                   | Description                                           |
| ----------------------- | ----------------------------------------------------- |
| Call Started            | Fires when a call starts ringing                      |
| Call Completed          | Fires when a call ends                                |
| Call Missed             | Fires when a call is missed (busy, no-answer, failed) |
| Call Blocked            | Fires when a blocked number attempts to call          |
| Recording Available     | Fires when call recording is ready                    |
| Transcription Available | Fires when call transcription is complete             |
| Voicemail Received      | Fires when a caller leaves a voicemail                |
| Voicemail Transcribed   | Fires when voicemail transcription is complete        |
| Lead Qualified          | Fires when you qualify a lead in the dashboard        |

***

### Creating a Notification Rule

{% stepper %}
{% step %}
**Navigate to Notifications**

Go to **Automations > Notifications** in the sidebar and click **Create Rule**.

<figure><img src="https://2905537093-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXSbXRgC7knjpaMCHwuKc%2Fuploads%2FbPnEBC89MVAnS9m2QsQS%2FXnapper-2026-03-12-17.14.18.png?alt=media&#x26;token=22a0851d-c791-464d-b260-fc949bbc96df" alt=""><figcaption><p>Notifications index page with Create Rule button</p></figcaption></figure>
{% endstep %}

{% step %}
**Configure Rule Settings**

* **Name** (optional): Give your rule a descriptive name. If left empty, a name is auto-generated from the selected events and channel.
* **Channel**: Select **Email** (more channels like Slack, Discord, and Telegram are coming soon).
* **Active**: Toggle the rule on or off.

<figure><img src="https://2905537093-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXSbXRgC7knjpaMCHwuKc%2Fuploads%2FNUSIenGBD9aqQ2jrNWq2%2FXnapper-2026-03-12-17.15.18.png?alt=media&#x26;token=de614139-b7f5-43fd-8f05-911d8ab8832e" alt=""><figcaption><p>Rule settings card with name, channel, and active toggle</p></figcaption></figure>
{% endstep %}

{% step %}
**Select Events**

Choose which events should trigger this notification. Events are grouped by category:

* **Calls** — Call Started, Call Completed, Call Missed, Call Blocked
* **Recordings & Transcriptions** — Recording Available, Transcription Available
* **Voicemail** — Voicemail Received, Voicemail Transcribed
* **Leads** — Lead Qualified

Use the **Select All** / **Clear** buttons to quickly manage your selection. You can also click a group header to toggle all events in that group.

<figure><img src="https://2905537093-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXSbXRgC7knjpaMCHwuKc%2Fuploads%2Ft1dM9098e0yKWzPLLc0q%2FXnapper-2026-03-12-17.15.55.png?alt=media&#x26;token=a9b3303f-aa61-4c0d-854f-e76dbb725e41" alt=""><figcaption><p>Event selection with grouped checkboxes</p></figcaption></figure>
{% endstep %}

{% step %}
**Add Recipients**

Choose who should receive the notifications:

**Workspace Roles** — Select roles (Admin, Manager, Member, etc.) to notify all workspace members with those roles. Members can individually opt out from their notification preferences.

**External Email Addresses** — Type an email address and press **Enter** to add it. External recipients receive an unsubscribe link in every email.

{% hint style="warning" %}
At least one role or external email address is required.
{% endhint %}

<figure><img src="https://2905537093-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXSbXRgC7knjpaMCHwuKc%2Fuploads%2FHgDJ4ME9kBLeQOTOrYlV%2FXnapper-2026-03-12-17.17.53.png?alt=media&#x26;token=0633f76b-088a-4b99-ac35-446a42b8ff04" alt=""><figcaption><p>Recipients card with workspace roles and external emails</p></figcaption></figure>
{% endstep %}

{% step %}
**Customize Template (Optional)**

Each event type has a default template. You can override the **Subject** and **Body** with your own content.

* Click **Variables** to insert dynamic placeholders like `{{caller_name}}`, `{{campaign_name}}`, or `{{call_link}}`
* Click **Preview** to see how your template looks with sample data
* Use **Markdown** formatting in the body (headings, bold, links, etc.)

Leave the fields empty to use the built-in defaults.

<figure><img src="https://2905537093-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXSbXRgC7knjpaMCHwuKc%2Fuploads%2FIOUijvTONdr2GCPZfVFh%2FXnapper-2026-03-12-17.20.21.png?alt=media&#x26;token=3e267e62-625a-4d65-9583-2489669ccad2" alt=""><figcaption><p>Template editor with variable picker and preview button</p></figcaption></figure>
{% endstep %}

{% step %}
**Save the Rule**

Click **Create Rule** to save. Your notification rule is now active and will trigger on the next matching event.
{% endstep %}
{% endstepper %}

***

### Template Variables

Use these variables in your notification template. They are replaced with actual values when the notification is sent.

#### Call Info

| Variable              | Description                     |
| --------------------- | ------------------------------- |
| `{{caller_name}}`     | Caller name                     |
| `{{caller_number}}`   | Caller phone number             |
| `{{called_number}}`   | Called/tracking number          |
| `{{call_status}}`     | Call status                     |
| `{{call_duration}}`   | Call duration (e.g., "2m 34s")  |
| `{{campaign_name}}`   | Campaign name                   |
| `{{tracking_number}}` | Tracking number name            |
| `{{call_date}}`       | Call date (e.g., "Mar 7, 2026") |
| `{{call_time}}`       | Call time (e.g., "2:30 PM")     |

#### Source Data

| Variable           | Description      |
| ------------------ | ---------------- |
| `{{source}}`       | UTM source       |
| `{{medium}}`       | UTM medium       |
| `{{landing_page}}` | Landing page URL |
| `{{referrer}}`     | Referrer URL     |
| `{{keyword}}`      | Search keyword   |
| `{{gclid}}`        | Google Click ID  |

#### Workspace

| Variable             | Description               |
| -------------------- | ------------------------- |
| `{{workspace_name}}` | Workspace name            |
| `{{agent_name}}`     | Agent name                |
| `{{lead_status}}`    | Lead qualification status |
| `{{contact_name}}`   | Contact name              |
| `{{voicemail_url}}`  | Voicemail recording URL   |
| `{{call_link}}`      | Link to call details      |

***

### Managing Notification Rules

From the **Automations > Notifications** page, you can manage all your rules:

| Action     | Description                                                 |
| ---------- | ----------------------------------------------------------- |
| **Edit**   | Modify the rule's events, recipients, or template           |
| **Test**   | Send a test notification with sample data to all recipients |
| **Delete** | Permanently remove the rule                                 |

{% hint style="info" %}
Test notifications include a **\[TEST]** prefix in the subject line so recipients can distinguish them from real alerts.
{% endhint %}

***

### Testing a Notification Rule

Before relying on a rule for real events, send a test notification:

1. Go to **Automations > Notifications**
2. Click the **Send** icon on the rule you want to test
3. Confirm by clicking **Send Test**
4. All recipients will receive a test notification with realistic sample data

{% hint style="success" %}
**Pro Tip:** Use the test feature to verify that your custom template looks good and all recipients are receiving notifications before going live.
{% endhint %}

***

### Editing a Rule

Click a rule's name or the **Edit** icon to open the edit page. You can change any setting — events, recipients, template, or status.

#### Unsubscribed Emails

If any external recipients have unsubscribed from a rule, an **Unsubscribes** icon will appear in the rule's action column on the **Automations > Notifications** table. The **Unsubscribes** column also shows the total count.

Click the icon to open the Unsubscribed Emails page, where you can view all unsubscribed recipients and **re-subscribe** them if requested.

<figure><img src="https://2905537093-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXSbXRgC7knjpaMCHwuKc%2Fuploads%2F67PUFU16QJbvtBQj3rHb%2FXnapper-2026-03-12-17.21.23.png?alt=media&#x26;token=98fc43d6-918d-441d-afc6-62c678e3d9f3" alt=""><figcaption><p>Unsubscribed emails page with re-subscribe action</p></figcaption></figure>

***

### Notification Preferences (For Team Members)

Team members who are targeted by role can manage their own notification preferences:

1. Go to **Settings > Notifications**
2. Toggle the switch next to each notification rule to opt in or opt out

<figure><img src="https://2905537093-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXSbXRgC7knjpaMCHwuKc%2Fuploads%2F99hSHK6LCk5dIvbGicx2%2FXnapper-2026-03-12-17.22.04.png?alt=media&#x26;token=bf584abe-fe7a-49eb-b8ce-46cae4e4c7f6" alt=""><figcaption><p>Notification preferences page with opt-in/opt-out toggles</p></figcaption></figure>

{% hint style="info" %}
Only notification rules that target your role are shown. Opting out only affects your account — other members with the same role will still receive notifications.
{% endhint %}

***

### Unsubscribe (For External Recipients)

Every notification sent to an external recipient includes an **Unsubscribe** link. Clicking it immediately stops future notifications from that specific rule.

{% hint style="warning" %}
Unsubscribing is per-rule. If you're added to multiple notification rules, you'll need to unsubscribe from each one separately.
{% endhint %}

***

### White Label Branding

If you've configured SMTP settings in [White Label Settings](https://help.ringtonic.app/white-label#custom-email-delivery-optional), email notifications will be sent from your custom domain with your branding (logo and sender name). Otherwise, they use the default Ring Tonic sender.

{% hint style="info" %}
A banner on the Notifications index page will remind you to configure SMTP if it hasn't been set up yet.
{% endhint %}

***

### Common Questions

<details>

<summary>What plan do I need for notifications?</summary>

Notifications are available on **all plans**. However, the **Email** channel requires the **Agency plan** with [custom SMTP configured](https://help.ringtonic.app/white-label#custom-email-delivery-optional) in White Label settings.

</details>

<details>

<summary>Can I send notifications to people outside my workspace?</summary>

Yes. Add their email addresses in the **External Email Addresses** section of the rule. They will receive an unsubscribe link in every notification.

</details>

<details>

<summary>How quickly are notifications sent?</summary>

Notifications are dispatched immediately when the event occurs, typically within seconds.

</details>

<details>

<summary>Can a team member opt out of notifications?</summary>

Yes. Members can go to **Settings > Notifications** and toggle off any notification rule that targets their role.

</details>

<details>

<summary>Can I have multiple rules for the same event?</summary>

Yes. You can create multiple rules for the same event type with different recipients, templates, or configurations.

</details>

<details>

<summary>What happens if I leave the template fields empty?</summary>

Ring Tonic uses built-in default templates for each event type. These include caller details, campaign info, and a link to the call details page.

</details>

<details>

<summary>Can I use Markdown in the template body?</summary>

Yes. The template body supports Markdown formatting — headings, bold, italic, links, and lists are all supported.

</details>