Support workers are told automatically when a shift is added, changed, cancelled or about to start. Messages → Notification rules controls which events notify whom and on which channels.
Before you begin
- To change rules, your role needs comms.notification_rules.configure (Administrator, Operations manager and Quality and compliance templates). Anyone with view access can see them.
- Support workers have the app installed and push notifications allowed on their phone.
Know which roster notifications are sent
- Go to Messages → Notification rules and find the Shifts and rostering group.
- Check the rules sent to the rostered worker: Shift added, Shift changed, Removed from a shift, Shift cancelled and Roster published (in-app and push by default).
- Check Shift change starting within 24 hours: it also goes by SMS so late changes are not missed.
- Check Shift reminder: a push notification sent about two hours before each shift starts.
- Check the open shift rules, such as Open shift offered and Open shift still unfilled.
Messages → Notification rules, Shifts and rostering group with channel tick boxes and on/off toggles
Change channels or turn a rule off
- Tick or untick Push, SMS, Email or In-app on the rule’s row. Only channels the event allows can be ticked. The change saves straight away.
- Use the toggle in the On column to pause or resume a rule.
- Select Preview to see what each channel says, with sample data. Nothing is sent.
- Select Test to send the notification to yourself with sample data.
Rules marked Safety-critical cannot be weakened the same way, and safety-critical messages ignore SMS quiet hours.
Add a rule
- Select New rule.
- Choose the event in When, for example Shift cancelled.
- Choose who to Notify, for example People with a role, then pick the Role.
- Tick the Channels and optionally enter a Name (optional).
- Select Create rule.
Custom rules need the Professional plan or higher.
Check deliveries
- Scroll to Recent deliveries (last 7 days).
- Filter by Channel or Status to find failures.
- Hover the status to see the reason, then select Retry on a failed delivery.
Tips
- SMS is not sent during quiet hours (21:00 to 07:00 by default) unless the message is safety-critical.
- Each person sees their own notifications in Home → Alerts and notifications on the My notifications tab.
If something goes wrong
A support worker says they got no reminder
Shift reminders go by push only. Check the worker has the app, is signed in and allows notifications, then check Recent deliveries for their name.
I cannot tick SMS on a rule
That event does not allow SMS. Only the channels listed for the event can be used.
Family or participants are not reminded
There is no built-in reminder to participants or families about upcoming shifts. Message them from Messages → Inbox instead.