Set up partner and team notifications in Introw

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Where it lives

Notifications sit in two places under Settings: Default settings is where recipients are set, and Notification settings reports what your program actually sent.

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Before you start

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How it works

Introw sends a notification whenever something relevant happens across the partner lifecycle. Some are event-driven (a deal moves, a registration is approved, a task is assigned, a course is finished), and some are automatic nudges Introw sends on a schedule (a deal that has gone quiet, a task coming due, a course left incomplete). Deal notifications also carry a coached next step so the partner knows what to do, not just that something changed. For every notification you control three things: whether it is on, which channels it goes out on, and who receives it. Turn a notification on here; set up where it lands (email, Slack, Teams) under Channels; and control the audience with segments and scopes in Control who gets notified.

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Settings & configuration

Partner notification recipients live in the segments area: one organisation-wide default plus per-segment overrides. Notification settings is where you read what your program sends and how each event performs. Notifications are grouped by area so you can scan them by section. Notification events are grouped so you can review or change a whole area at once:

• Pipeline - deal and object updates for matched partners, grouped per CRM object you sync (for example new deals, deal updates, closed-won, and the sleeping-deal nudge).
• Portal activity - announcements, comments, and mentions.
• Submissions - form submission outcomes: accepted, declined, and returned.
• Tasks - task assignments and reminder nudges.
• Learning - course enrollment, certificates, and goal nudges.

Recipients sets who receives each partner event, as one value per event: All partners, Collaborating only (just the contacts assigned as collaborators on the record, offered only for events attached to a CRM record), or Disabled. Set the organisation-wide value on Default settings, and change it for a specific audience on that segment’s Notifications tab. Email and chat are configured separately. The Recipients value above governs email. Which partner events reach a partner’s Slack, Teams, or WhatsApp channel is set per platform on that chat integration, on its Partner channels tab. Some notifications (task reminder nudges, learning emails, and system messages) are email-only. See Channels for the full setup. Automatic deal nudges remind partners about open deals that have gone quiet; you configure the stages and the number of inactive days that trigger a reminder. See Nudge stalled deals. Nudges from your own systems. When the rule you want to nudge on lives outside Introw - your own health score, a certification expiry, an unsigned order form, or an agent’s judgment - post a comment over the API instead of configuring a notification. It lands on the record and reaches the partner through these same channels and audience rules. Comments your team marks Internal are never delivered to partners at all. See Nudge partners at scale via the API. Opening an individual notification gives you one tab bar: Email for a full-width preview of the message partners receive, then Sent, Opened, Clicked, and Issues carrying their counts, with the date range in the page header so it applies to every tab. There is nothing to configure there: recipients are set once on the default and per segment. Role and user settings scope internal recipients. See Control who gets notified.

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How granular the catalog is

Two splits are worth knowing about, because they are what most “we get too much” requests turn out to need:

• Comments and mentions are separate events. Turn general comment notifications off and leave mention notifications on, and a partner or a partner manager hears only when they are actually tagged.
• CRM-object events split per object type. New record, record update, and comment each resolve per mapped object, so deal comments can be on while ticket comments are off, rather than one global switch. Deals additionally carry sleeping-deal and closed-won events.

Each event’s partner setting is a scope rather than a boolean - All partners, Collaborating only, or Disabled - so narrowing is usually a better first move than switching an event off.

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How a contact’s notifications are decided

Every partner contact’s notification tab renders the same three-layer cascade so it is obvious which layer owns each event and where to change it:

1. All partners · Default - the organisation default, set on Default settings in the segments area, with a link to edit it. This is the floor, and it is a layer of its own rather than a segment.
2. Matched override segments - each segment the contact belongs to that overrides at least one event, named and linked, with the number of events it decides. When several matched segments overlap on the same event, the widest scope wins (see Layer segments to progressively unlock capabilities).
3. This contact - the events the contact has opted out of themselves.

Each event row is badged with the layer that decided it. Contact-level toggles are opt-out only: they can turn an available event off, but they cannot re-enable an event a higher layer has locked to off. The rule is enforced when the change is saved rather than only hidden in the interface, so an opt-out recorded against a locked event is stripped before it is stored and no derived surface can claim an opinion the organisation default or a segment owns.

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Delivery and engagement

Turn on Insights to see how each notification is performing without leaving the catalog. Each row then shows Sent, Opened, Clicked, Bounced, and Last sent, scoped to your organisation. Open a notification to drill into the partners behind each number, with Sent, Opened, Clicked, and Bounced views and an engagement-over-time chart, so you can see which partners received an email, who read and clicked it, and which addresses bounced.

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Automate it with a workflow

The built-in notifications cover the moments every program shares. A workflow email covers the ones specific to yours, and the two are meant to be used together rather than instead of each other. Send an email reaches All contacts of the partner, The partner champion, Contacts in a segment, and, on the triggers that can answer them, The contact this is about and Whoever the task is assigned to. Your partner team is the one always-internal audience: your own colleagues assigned to this partner, optionally narrowed by the partner team roles they hold, which is how a chase escalates rather than repeating itself. The body is written in the announcement editor, so variables resolve per recipient and buttons point at that partner’s own portal. The difference from a notification is timing you control: a workflow email can sit behind a wait anchored to a due date and behind a fork that checks whether the thing still needs saying. See Chase a task to its due date and escalate.

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How-to guides

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Troubleshooting