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Send Notification

Required Permission
Workflow - You must have the Workflow permission to access this setting.

The Send Notification action sends notifications through the inbox system. Recipients receive notifications in their in-app inbox, and email delivery is controlled by each user's notification preferences.

How It Differs from Send Internal Email​

Send NotificationSend Internal Email
DeliveryInbox + email (per user preferences)Email only (always delivered)
InboxAppears in recipient's inboxDoes not appear in inbox
User controlRecipients can opt out via notification preferencesAlways delivered, ignores preferences
Custom emailsNot supported (users only)Supports custom email addresses
Best forIn-app alerts, workflow status updatesExternal/custom email addresses, bypass inbox

Rule of thumb: Use Send Notification when recipients are team members who should see the message in their inbox. Use Send Internal Email when you need guaranteed email delivery regardless of user preferences, or when emailing custom addresses.

Configuration​

  1. Select Send Notification as the action type
  2. Choose the Recipient Type
  3. Configure recipients
  4. Enter Subject and Body
  5. Use tokens for dynamic content

Recipient Types​

Specific Users​

Select one or more team members from your user list:

  • Choose users from a dropdown
  • Notification always goes to selected users
  • Good for fixed notification lists

Example:

Recipients: Jane Smith, John Doe

Users in Field​

Send to whoever is assigned in a user-type field on the record:

  • Select a user field (e.g., Salesperson, Project Manager)
  • Notification goes to the user in that field
  • Recipient changes based on record assignment

Example:

Field: Project Manager (Notification goes to whoever is the Project Manager on the record)

Subject and Body​

Both fields support tokens for dynamic content.

Subject Line​

Keep subjects clear and actionable. Insert tokens via right-click:

Examples:

  • "Action Required: [Project Name]"
  • "Stage Changed: [Sale Stage]"
  • "New Assignment: [Project Name]"

Body Content​

Provide context and next steps. Insert tokens via right-click.

Example result (after tokens are replaced):

A new project has been assigned to you.

Project: Acme Corp Renovation
Contact: John Smith
Sold Amount: $150,000.00

Please review and begin planning.

Notification Preferences​

Recipients control how they receive workflow notifications through their notification preferences:

  • Inbox: On by default. Notifications appear in the in-app inbox.
  • Email: Immediate by default. Can be turned off by the recipient.

Admins can manage notification preferences for team members on the team member settings page.

Use Cases​

Assignment Notification​

Alert team member when assigned to a project:

Configuration:

Recipient Field: Salesperson Subject: "You've been assigned: [Project Name]" Body: "You have been assigned as the salesperson for [Project Name]. Please review and begin outreach."

(Insert tokens via right-click)

Production Team Alert​

Notify production when a contract is signed:

Configuration:

Recipients: Production Manager, Operations Lead Subject: "New Project Ready for Production: [Project Name]" Body: "Contract signed for [Project Name]. Sold Amount: [Sold Amount]. Ready to begin production planning."

(Insert tokens via right-click)

Conditional Escalation​

Notify managers only for high-value deals:

Configuration:

Recipients: VP Sales, Sales Director Subject: "High-Value Opportunity: [Contact Name]" Body: "A deal worth [Sold Amount] has been identified."

(Insert tokens via right-click)

Common Tokens​

Tokens commonly used in notifications (insert via right-click):

TokenDescription
Project NameName of the project/record
Contact NameAssociated contact
Sold AmountDeal value
SalespersonAssigned salesperson
Sale StageCurrent pipeline stage
Record LinkDirect link to the record
Current DateToday's date

Best Practices​

Target the Right People​

  • Use conditions to filter who gets notified
  • Don't over-notify — notification fatigue reduces effectiveness
  • Use user fields for dynamic routing

Write Clear Messages​

  • Include the record name in the subject
  • State why they're receiving the notification
  • Provide clear next steps in the body

Let Users Control Delivery​

  • Workflow notifications respect user preferences
  • Users who prefer inbox-only won't receive emails
  • This reduces email noise while keeping everyone informed

Troubleshooting​

Notification Not Received​

  • Check the recipient's notification preferences (they may have turned off workflow notifications)
  • Verify the user is active
  • Review execution history for errors

Notification in Inbox but No Email​

  • The recipient has email delivery turned off for workflow notifications
  • This is expected behavior — the user controls their delivery preferences

Wrong Recipient​

  • Verify correct user field selected
  • Check if field has a value on the record
  • Empty user fields are silently skipped

Tokens Not Replaced​

  • Verify the token was inserted correctly via right-click
  • Check field exists and has value
  • Test with a known record

Next Steps​