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Settings > Notifications holds your organization’s default recipients and channels: a weekly email digest of customer issues, and instant Slack alerts when a complaint is detected. Settings > Notifications page showing the Agent QA reviews, Compliance digest, Customer issues digest, and Real-time complaints alerts groups Every section on the page saves as you edit it. There is no Save button and no confirmation: clear a recipient list and you have turned that notification off for everyone.
Anyone who can open Settings can change the recipients and the alert channel, so treat this as shared configuration and check it after onboarding a new team.

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The weekly customer issues digest

The digest is a written summary of the week’s customer issues (complaints, service and product issues, and how your scorecards moved) assembled by Rulebase after the week closes and emailed to the people you list. The recipient list is the control. Add addresses under Customer issues digest and the digest goes to those people; leave the list empty and it goes to nobody. Type or paste addresses separated by commas, then click outside the box to save. Customer issues digest section with Weekly, Mondays, 9:00 AM and Notify via Email selected, and two example recipients listed The pickers alongside it offer Weekly and Notify via Email. Each digest covers the previous complete week in your organization’s timezone and arrives after that week closes.
Two or three people is the right size for this list; it is a management summary. If individual agents need their own numbers, use performance reporting.

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Complaint alerts in Slack

Under Real-time complaints alerts, pick the channel that should receive a message when Rulebase detects a complaint. Real-time complaints alerts section with a Slack channel picker open, showing a channel search box and four public channels The picker lists the public channels Rulebase can see in your workspace, refreshed daily. Pick one and it saves immediately. Real-time complaints alerts with the customer-complaints channel selected Not every complaint produces a message. Rulebase posts when the complaint is high priority and the ticket is still open, and it posts once per complaint, not once per update. A complaint found on a ticket your team already resolved does not raise an alarm about work that is finished. Reading the tickets detection attached, logging your investigation on the timeline, and closing the case are covered in Work a complaint case.

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When the alert does not arrive

Work through these in order, because the first one is the cause most of the time:
  1. Invite Rulebase to the channel. Rulebase can only post where the app is a member. In Slack, open the channel and run /invite @Rulebase. A configured channel that has never received a message is almost always this.
  2. Check the channel is in the picker. The list is built from public channels and refreshed daily, so a channel created an hour ago, or a private one, may not be there yet.
  3. If the picker is completely empty, the channel list has never synced for your workspace. Reinstall Slack from Settings > Connections, and contact Rulebase support if it remains empty.
  4. Confirm a complaint was detected. Open the complaints list for the period and check the priority. A week of medium-priority complaints produces no alerts, correctly.
  5. Check whether a routing rule has taken over. If anyone has built a routing rule that notifies on complaint creation, the channel above stops being used; see the warning below. Check this before you start reinstalling anything.
See Slack for the install itself.

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When a rule needs to do more than the defaults

The two settings above are organization-wide: one digest list, one complaint channel. When you need something conditional (this queue’s escalations to that channel, complaints above a threshold to a specific group), build it as a routing rule instead, under Settings > Routing. Routing rules have a Notify action with Slack and email targets, and they run against the conditions you set on the rule. If you have any routing rule that notifies on complaint creation, that rule takes over and the Real-time complaints alerts channel above is skipped, so you get one message rather than two. Create routing rules covers the setup.
The takeover is all or nothing. One complaint rule switches the channel above off for every complaint, whether or not the rule’s conditions match, and the channel keeps showing as configured here either way. A rule scoped to one team therefore leaves every complaint outside that team with no alert from either place.If you want a rule for a subset, pair it with a second rule that has no conditions and points at the channel above, so the rest are still covered.
The Alerts section at the bottom of the page, with its Add rule button, holds condition-based rules of its own: a Slack channel or a list of email addresses, plus conditions on risk levels, customer sentiment, or a specific scorecard criterion. If you have a rule here that has never produced a message and the Slack checks above come back clean, raise it with support rather than rebuilding it. Build the alert you need as a routing rule.