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# Notifications

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

| Channel    | Where it shows up                    | Best for                                                        | Read receipt                      |
| ---------- | ------------------------------------ | --------------------------------------------------------------- | --------------------------------- |
| **Slack**  | The channel or DM you pick           | Customer-channel chatter, fast nudges to the team               | None. Slack history is the trail. |
| **Email**  | The address on your Pivotal account  | Daily summaries, paper trail for renewals, anyone without Slack | Open tracking on outbound mail    |
| **In-app** | The bell icon in the Pivotal top bar | The fallback for everything, searchable history                 | Marked 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.

| Event                              | Slack default               | Email default | In-app default |
| ---------------------------------- | --------------------------- | ------------- | -------------- |
| `customer.created`                 | Workspace channel           | Off           | On             |
| `customer.at_risk`                 | Customer channel + owner DM | Owner         | On             |
| `customer.churned`                 | Workspace channel           | All admins    | On             |
| `onboarding.phase_changed`         | Customer channel            | Off           | On             |
| `onboarding.target_launch_changed` | Customer channel            | Owner         | On             |
| `task.assigned`                    | Assignee DM                 | Assignee      | On             |
| `task.due_today`                   | Assignee DM                 | Off           | On             |
| `task.overdue`                     | Assignee DM                 | Assignee      | On             |
| `comment.mentioned_you`            | DM                          | Off           | On             |
| `comment.added`                    | Customer channel            | Off           | On             |

## 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](/product/integrations/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](/product/integrations/connect-slack)
* [Email templates](/product/integrations/email-templates)
* [Activity feed](/product/workbench/activity-feed)

Email **[help@pivotal.app](mailto:help@pivotal.app)** with a screenshot of where you got stuck and the customer or onboarding id from the URL.