Notification events and recipient strategies

Every event you can set a notification rule for, when it happens, and exactly which staff each recipient strategy reaches, including overrides.

This page is a reference for administrators setting up Notification rules. The first half lists the events on the Notification Rules screen and when each one happens. The second half explains how a Staff rule decides who receives the message.

Events you can set rules for

Events appear on the Notification Rules screen in these groups, with the names shown below.

Appointments

Event	Happens when
Appointment Draft Created	A booking is started and is waiting for payment. Includes the payment link and QR code when there is one.
Appointment Free Confirmed	A booking with nothing to pay is confirmed.
Appointment Paid Confirmed	A booking with an amount due is confirmed. Tells you whether payment is Online or At Hospital.
Appointment Pending Approval	A booking needs approval before it is confirmed.
Appointment Rejected	A booking waiting for approval is rejected.
Appointment Expired	A booking lapses before it is confirmed.
Appointment Cancelled	An appointment is cancelled. Includes who cancelled, the reason, any refund and whether it was an emergency.
Appointment Rescheduled	An appointment moves to a new slot. Includes the old and new date and time.
Appointment Checked In	The patient is checked in. Includes the time and check-in method.
Appointment Started	The consultation starts.
Appointment Completed	The consultation is completed. Includes whether a follow-up or a prescription is needed.
Appointment No Show	The patient is marked as a no-show. Includes the patient's no-show count.
Appointment Reminder	A reminder is due or was sent by hand. See Appointment reminders.
Appointment Follow Up	Not sent yet (see below).

Appointment Emergency & Admin

Event	Happens when
Appointment Approval Timeout Admin	A booking has waited too long for approval. Meant for administrators.
Appointment Emergency Leave	A doctor's emergency leave cancels a block of appointments. Includes the number affected and the total refund.
Appointment Emergency Leave Reschedule Notify	A patient affected by emergency leave is asked to rebook. Includes the rebooking window in hours.
Appointment Emergency Leave Admin Notify	Administrators are told about appointments affected by emergency leave.

See Emergency leave and centre blackouts.

Walk In

Event	Happens when
Walk In Token Issued	A walk-in token is issued. Includes the token number, queue and position.
Walk In Token Called	The token is called. Includes the token number and queue name.
Walk In Approaching Turn	The patient reaches one of the queue positions set for the doctor or counter.

See Walk-in tokens.

Medical

Event	Happens when
Prescription Ready	A doctor issues a prescription.
Report Ready	A diagnostic report is delivered.
Test Requested	A test is ordered. Includes the test name and priority.

Appointment Payment Options

Event	Happens when
Appointment Payment Link Created	A payment link is created for a booking.
Appointment Payment Collected	Payment for a booking is collected. Includes the amount, method and bill number.
Appointment Payment Nudge	Not sent yet (see below).
Appointment Draft Payment Reminder	Not sent yet (see below).
Appointment Counter Payment Reminder	Not sent yet (see below).

Billing & Invoices

Event	Happens when
Bill Created	A bill is created.
Bill Issued	A bill is issued. Includes the invoice PDF, which Email attaches.
Bill Paid	A bill is paid. Includes the amount paid, the balance due and the statement PDF.
Bill Payment Link Created	An online payment link is created for a bill.
Refund Processed	A refund is processed. Includes the amount and refund method.
Deposit Received	A deposit is received.
Bill Payment Due Reminder	Not sent yet (see below).

Packages

Event	Happens when
Package Purchased	A patient's package becomes Active, on the first payment for it.
Package Redeemed	A package session is redeemed for a booking.
Package Completed	A package is closed early as Manually completed. This has no screen yet. See Packages.
Package Cancelled	A package is cancelled.
Package Expired	A package passes its end date.
Package Expiry Reminder, Package Sessions Low	Not sent yet (see below).

Operational Alerts (staff only)

Event	Happens when
Alert Fired	An alert starts firing on the Alerts page.
Alert Escalated	An alert reaches one of its escalation levels while still firing. Includes the level.
Alert Resolved	An alert that was announced when it fired is resolved. Includes the reason.

See Alert rules and silences.

Some follow-up and reminder events are not sent yet

These events are listed on the screen but are not sent yet, so a rule for them has no effect: Appointment Follow Up, Appointment Payment Nudge, Appointment Draft Payment Reminder, Appointment Counter Payment Reminder, Bill Payment Due Reminder, Package Expiry Reminder and Package Sessions Low. Appointment Reminder does work; see Appointment reminders.

Events that are not on the screen

A few more events, including task notifications, are not listed on this screen and can only be set up by your implementation team. If patients receive two booking confirmations, ask your implementation team to check for a second confirmation rule set up outside this screen. For task notifications, see Where tasks come from and how they are assigned.

Who receives a Patient message

A Patient rule always goes to the patient the event is about, using the phone number and email on the patient record. The strategy is ignored. Events that are not about a patient, such as alerts, send no Patient message.

Who receives a Staff message

The Strategy decides. Most strategies only look at staff assigned to the centre where the event happened.

Strategy	Who receives it	What to pick
`BROADCAST`	Everyone assigned to the event's centre. Nobody if the event is not tied to a centre. This is the default.	Nothing
`ROLE`	Active staff of the chosen staff type at the event's centre, including staff types that sit under it in your organisation's hierarchy. If the event is not tied to a centre, staff of that type across the organisation.	Staff Type (required)
`DEPARTMENT`	Active staff in the chosen department, at the event's centre.	Department (required, Centre tab only)
`STORE_ASSIGNED`	Staff with a role at the store the event is about. Nobody if the event is not about a store.	Store Role, or "Everyone at the store"
`RESOURCE_ASSIGNED`	Only the doctor of the appointment or visit.	Nothing
`ALL_ASSIGNED`	Only the doctor of the appointment or visit, the same as `RESOURCE_ASSIGNED`.	Nothing
`ON_DUTY`	When set on this screen, only the doctor of the appointment or visit (see below).	Nothing
`ESCALATION`	The doctor of the appointment or visit.	Nothing

If a strategy finds nobody, no message is sent and nothing warns you. Events without a doctor (bills, packages, alerts) reach nobody with RESOURCE_ASSIGNED, ALL_ASSIGNED, ON_DUTY or ESCALATION.

ON_DUTY cannot be targeted from this screen

ON_DUTY is meant to reach staff of a given type who are working at the moment, falling back to the doctor when nobody is on duty. The screen has no field to choose the staff type, so a rule saved here always goes to the doctor.

ESCALATION does not escalate

ESCALATION does not wait and then message someone else if nobody responds. Notification rules have no escalation levels or time limits. For timed escalation, use the escalation levels on alert rules (see Alert rules and silences) or task escalation.

Task notifications can also go to the person a task is assigned to, the head of the unit, or the assignee's manager. These options are set up by your implementation team. See Org tree, reporting lines and access scope.

Send somewhere else when (overrides)

A Staff rule can carry overrides. An override says: when the event matches these checks, use a different strategy, target or channels. Open Send somewhere else when in the Staff section and click Add an override.

Each override has a When part with one or more checks, and every check must pass. An override must have at least one check ("add at least one check, or it always wins").
Overrides are tried in order and the first match wins. If none match, the rule's own settings are used.
Anything left on Inherit keeps the rule's setting.

Overrides are most useful for alerts: you can check values such as severity, rule_key, metric_key, escalation_level, centre_uuid or store_uuid. Checks compare against the values as the event sends them, before any formatting.

Examples for the Alert Fired and Alert Escalated events:

When	Then
`severity` is `CRITICAL` (Text)	Channels: `WHATSAPP` and `EMAIL`
`metric_key` is `hos.inventory.low_stock_margin` (Text)	Strategy `STORE_ASSIGNED`, Store Role `MANAGER`
`escalation_level` is 2 (Number), on Alert Escalated	Strategy `ROLE`, Staff Type of your operations lead

The metric names are the ones shown in the Metric list on the Alert Rules screen.

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