Notification channels
A notification channel is an organization-wide outbound destination — Slack, Discord, or email — that Informly uses to alert your team about events worth knowing about.
A notification channel is where Informly sends alerts on your behalf — a Slack workspace, a Discord webhook, or an email address. Channels live at the organization level, so you set one up once and then subscribe any widget, department, or workflow to it. When the event you opted into fires, the right channel gets a message.
Manage channels at Notification channels in the sidebar.
Channel types
Three types are supported today, each with the credentials it needs:
| Type | What you supply |
|---|---|
| Slack | OAuth connection to a workspace, then a channel name to post in. |
| Discord | An incoming webhook URL from a channel in your server. |
| One or more email addresses, comma-separated. |
You can have as many channels of each type as you want — for example, a #support-urgent Slack channel and a separate #support-noise Slack channel that subscribe to different events.
Creating a channel
Pick the type
Go to Notification channels → New channel and choose Slack, Discord, or Email.
Enter credentials
For Slack, click Connect Slack and authorize the workspace. For Discord, paste the webhook URL from your server's integration settings. For Email, type the address (or several, separated by commas).
Name the channel
Give it a short internal name that explains its purpose ("Ops Slack — urgent only"). The name shows up in subscription pickers everywhere else in Informly.
Save
Click Create channel. The new channel appears in the list, ready to be subscribed to.
Test
Click Test on the new row. Informly posts a confirmation message to the destination so you know the wiring works before any real alert fires.
Always test a new channel before relying on it. A typo in a webhook URL means your team won't hear about a problem until someone notices the silence.
Subscribing things to a channel
Creating a channel is only half the work — nothing gets sent until you subscribe something to it. Subscriptions live next to the thing being subscribed (the widget, the department, the workflow), not on the channel itself.
The most common subscribers:
- Widgets — alert on new conversations, low ratings, handoff requests. See Widget notifications.
- Departments — alert on queue spikes or unassigned chats. See Departments.
- System events — alert on errors, document ingestion failures, billing reminders.
Each subscriber picks which events go to which channel, so the same Slack channel can receive low-rating alerts from Widget A and handoff requests from Widget B without you having to set up separate channels.
Events you can subscribe to
The exact event list depends on the subscriber, but the common ones are:
| Event | When it fires |
|---|---|
| New conversation | A customer starts a new chat with the widget. |
| Low rating | A conversation ends with a thumbs-down or low star rating. |
| Handoff requested | A customer or the AI requests a human agent. |
| System error | A document ingestion or sync job fails. |
Pick the ones that matter to whoever's on the other end of the channel. Subscribing one Slack channel to every event from every widget is usually a recipe for noise everyone learns to ignore.
Pausing without deleting
Going on vacation, or running a noisy migration? Disable a subscription instead of deleting it. The subscription stays in place — events stop flowing through it — and you can re-enable it later without re-picking events. To disable, open the subscriber (widget, department, etc.) and toggle the channel off in its notifications panel.
Deleting a channel removes every subscription pointing at it, so reach for Disable first.
What's next
Announcements
An announcement is a post that appears in your widget's News tab, perfect for product launches, scheduled maintenance, holiday hours, and new features.
Organization settings
Edit your organization's name, description, logo, website, and brand colors, and manage the destructive actions available only to the owner.