Follows and personal notifications
Follow a location, survey, feedback item or staff member to get email, SMS or in-app notifications only for the events that matter to you.
A follow lets any user get personal notifications for the records they care about, independently of the organization-wide alert rules. A hygiene manager responsible for the emergency department waiting area, for example, can follow just that location and hear about its hygiene reports and cleaning logs.
This article explains what you can follow, which events trigger a notification, and where notifications appear.
Required role
Follows are personal and need no admin setup. You can only follow records your role lets you see. A Survey manager sees surveys, for example, and a Hygiene manager sees hygiene reports and personnel.
What you can follow
There are 4 follow targets:
| Target | Example |
|---|---|
| Location | Polyclinic waiting area, B-block 2nd-floor restroom |
| Survey | Polyclinic satisfaction survey |
| Feedback item | A complaint ticket you want to watch |
| Person | A specific staff member |
Which events notify you
When you follow a target, you pick any of 6 situations and choose a channel for each situation:
- Hygiene report
- Feedback
- Survey response
- Cleaning log
- Inspection log
- Feedback actions
The channel options are Email, SMS and In-app. Push notifications are not offered yet.
No duplicates
If one event triggers both an alert rule and your follow, you are notified only once. Duplicates across alert tiers are suppressed automatically.
Follow a record
Open the record
In the admin panel, open the location, survey, feedback item or staff member you want to follow.
Use the follow option
Turn on the follow option for that record.
Choose situations and channels
Tick the situations you want to hear about and set a channel for each. For example, SMS for hygiene reports and in-app only for survey responses.
Save
You are notified about events from that moment on.
Where notifications appear
- In-app notifications collect under the bell icon in the admin sidebar.
- Email and SMS go to the address and phone number on your profile.
- If you set SMS quiet hours, follow SMS that arrive in that window are queued and sent as one digest SMS when it ends. See Notification channels.
Follow or alert rule?
| Alert rule | Follow | |
|---|---|---|
| Who sets it | Owner or Administrator | Each user |
| Scope | A whole module (e.g. every rating of 1) | One location, survey, feedback item or person |
| Channel | Per rule | Per situation |
| Example | Every complaint is emailed to the quality unit | A floor supervisor follows the locations on their floor |
Use alert rules for exceptions nobody should miss, and follows for personal areas of responsibility.
Tips
- Shift supervisors can cut notification noise by following only the locations in their area.
- To keep a close eye on a complaint, follow that feedback item and turn on Feedback actions.
- System events such as ticket routing and status changes are sent separately; you do not need a follow for them.
Limits
- The target types and situations are fixed (4 targets, 6 situations).
- Follows cannot be scheduled; only SMS has quiet hours.
Related articles
Can't find what you need?
Our support team can help with anything from setup to reporting.
Notification channels
Manage email, SMS, in-app, push and webhook channels, choose between the ENA Gateway and your own provider accounts, and set SMS quiet hours.
Webhooks
Set up a webhook that sends ticket routing and status-change events to your own system as HMAC-SHA256 signed JSON, and verify the signature.