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On this page
  • Three channels at a glance
  • What routes where, by event
  • Where to configure each
  • @mentions always notify
  • Gotcha: per-customer overrides need the customer to have a Slack channel linked
  • Related
Integrations

Notifications

How Slack, email, and in-app notifications differ and where each is configured.

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Email templates

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Pivotal can ping you on three channels: Slack, email, and the in-app inbox. They overlap on purpose. Slack is for fast-moving team chatter, email is for record-keeping and people who do not live in Slack, and the in-app inbox is the catch-all that never misses a beat. Pick which channel gets which event per teammate.

Three channels at a glance

ChannelWhere it shows upBest forRead receipt
SlackThe channel or DM you pickCustomer-channel chatter, fast nudges to the teamNone. Slack history is the trail.
EmailThe address on your Pivotal accountDaily summaries, paper trail for renewals, anyone without SlackOpen tracking on outbound mail
In-appThe bell icon in the Pivotal top barThe fallback for everything, searchable historyMarked read when you click

The bell never lies. Even if Slack and email are off, every event you can subscribe to lands there.

What routes where, by event

Each event type has a default routing matrix. Defaults are reasonable for most teams. adjust if you want to dial up or down.

EventSlack defaultEmail defaultIn-app default
customer.createdWorkspace channelOffOn
customer.at_riskCustomer channel + owner DMOwnerOn
customer.churnedWorkspace channelAll adminsOn
onboarding.phase_changedCustomer channelOffOn
onboarding.target_launch_changedCustomer channelOwnerOn
task.assignedAssignee DMAssigneeOn
task.due_todayAssignee DMOffOn
task.overdueAssignee DMAssigneeOn
comment.mentioned_youDMOffOn
comment.addedCustomer channelOffOn

Where to configure each

Three places, in order of how often you’ll touch them:

  • Account > Notifications: your personal routing. Override the workspace defaults for yourself, set quiet hours, mute a specific customer.
  • Admin > Notifications: workspace-wide defaults that apply to anyone who hasn’t customized their own settings. Set the default Slack channels, pick which events email at all.
  • Customer page > Slack panel: the per-customer channel override (see connect Slack). This wins over workspace defaults for that customer.

@mentions always notify

One rule that overrides everything else: if a teammate @mentions you in a comment or task, you get the notification on every channel you have enabled, ignoring routing rules. Quiet hours still apply (the notification waits until quiet hours end), but you do not miss the mention.

Gotcha: per-customer overrides need the customer to have a Slack channel linked

If you toggle on “post phase changes to the customer channel” but the customer has no Slack channel linked, Pivotal falls back to the workspace default channel. Empty fallback shows up in the integration log as routing_fallback so you can spot which customers are missing the link.

Related

  • Connect Slack
  • Email templates
  • Activity feed

Email help@pivotal.app with a screenshot of where you got stuck and the customer or onboarding id from the URL.