Notification & Reminder Settings

Notification routing rules, escalation chains, reminder schedules, and channel configuration.

Configure how the system sends notifications to staff and patients, including routing rules, escalation chains, reminder schedules, and channel preferences.

Multiple Config Sources

Notification settings come from three places: routing rules (per-event), reminder definitions (hierarchical config), and tenant notification config (templates). Each is described below.

Notification Routing Rules

Routing rules define who gets notified when a specific event occurs. Each rule specifies the event type, target staff, channels, and priority.

{  "event_type": "APPOINTMENT_CONFIRMED",  "routing_strategy": "BY_STAFF_TYPE",  "target_staff_types": [    "DOCTOR",    "RECEPTIONIST"  ],  "target_value": null,  "channels": [    "WHATSAPP",    "IN_APP"  ],  "escalation_config": {    "levels": [      {        "target_staff_types": [          "ADMIN"        ],        "timeout_minutes": 15      },      {        "target_staff_types": [          "MANAGER"        ],        "timeout_minutes": 30      }    ]  },  "priority": "HIGH",  "is_active": true,  "priority_order": 1}

Routing Rule Fields

Field	Type	What It Does
event_type	string	Which system event triggers this rule (e.g., APPOINTMENT_CONFIRMED, VISIT_COMPLETED)
routing_strategy	enum	How to find recipients: BY_STAFF_TYPE, BY_ROLE, BY_DEPARTMENT, SPECIFIC_STAFF
target_staff_types	string[]	Staff types to notify (e.g., DOCTOR, NURSE, RECEPTIONIST)
target_value	string or null	Specific target when strategy is SPECIFIC_STAFF
channels	string[]	Notification channels: WHATSAPP, EMAIL, SMS, IN_APP
escalation_config	object or null	Escalation chain if primary recipients don't acknowledge
priority	enum	LOW, MEDIUM, HIGH, CRITICAL
is_active	boolean	Whether this routing rule is currently active
priority_order	number	When multiple rules match, higher priority_order takes precedence

Escalation Config Structure

The escalation config defines a chain of fallback recipients if the primary notification isn't acknowledged within the timeout:

{  "levels": [    {      "target_staff_types": [        "ADMIN"      ],      "timeout_minutes": 15    },    {      "target_staff_types": [        "MANAGER",        "OWNER"      ],      "timeout_minutes": 30    }  ]}

Field	Type	What It Does
levels	array	Ordered list of escalation levels
levels[].target_staff_types	string[]	Staff types to escalate to at this level
levels[].timeout_minutes	number	Minutes to wait before escalating to this level

Reminder Definitions

Reminders are automated notifications sent before appointments. They are configured via the REMINDER config type in the hierarchical config system, with code defaults as fallback.

{  "appointment_reminders": [    {      "offset_minutes": -1440,      "channels": [        "WHATSAPP",        "EMAIL"      ],      "template_key": "APPOINTMENT_REMINDER_24H",      "priority": "HIGH",      "enabled": true    },    {      "offset_minutes": -120,      "channels": [        "WHATSAPP"      ],      "template_key": "APPOINTMENT_REMINDER_2H",      "priority": "HIGH",      "enabled": true    },    {      "offset_minutes": -30,      "channels": [        "WHATSAPP"      ],      "template_key": "APPOINTMENT_REMINDER_30M",      "priority": "HIGH",      "enabled": true    }  ]}

Reminder Definition Fields

Field	Type	Default	What It Does
offset_minutes	number	-1440, -120, -30	Minutes before appointment (negative = before). -1440 = 24 hours before
channels	string[]	See above	Which channels to use for this reminder
template_key	string	See above	Message template identifier for this reminder
priority	enum	HIGH	Notification priority level
enabled	boolean	true	Whether this reminder is active

Default Reminders

If no REMINDER config exists in the database, the system sends 3 reminders: 24 hours before (WhatsApp + Email), 2 hours before (WhatsApp), and 30 minutes before (WhatsApp).

Tenant Notification Config

Each tenant can configure notification templates and channel preferences stored in the tenant notification config table:

{  "whatsapp_templates": {    "APPOINTMENT_CONFIRMED": "apt_confirmed_v2",    "APPOINTMENT_REMINDER_24H": "apt_reminder_24h",    "BILL_ISSUED": "bill_issued_v1"  },  "email_templates": {    "APPOINTMENT_CONFIRMED": "HOS_APT_CONFIRMED",    "BILL_ISSUED": "HOS_BILL_ISSUED"  }}

Field	Type	What It Does
whatsapp_templates	object	Map of event type to WhatsApp template name (registered with provider)
email_templates	object	Map of event type to email template code (stored in email_templates table)

What's Next

Billing Settings — Configure automated bill notifications
Doctor Configuration — Doctor-specific notification preferences
Settings Reference — Complete list of all notification-related settings

notificationsremindersconfigurationalerts

Notification & Reminder Settings