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Channel Selection

Decision rules for picking which channels a workflow should send on. Applies to both Dashboard- and Framework-authored workflows.

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Decision Tree

                       Did the user specify exact channels?
                                       │
                  ┌────────────── yes ──┴── no ─────────────┐
                  ▼                                          ▼
         Use ONLY those channels.                 Pick from channels CONFIGURED
         No fallbacks. No extras.                 in the organization, in priority
         Add the channel even if it               order, up to 3 channels:
         isn't configured (user asked).
                                                  In-App  >  Email  >  Chat
                                                  >  Push  >  SMS

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Rule 1 — User-Specified Channels Are Exact

If the user mentions channels ("send a push notification…", "email and SMS only"), use exactly those channels. Do not add fallbacks. Do not drop a channel because it’s not configured — the user explicitly asked for it.
“Create a push notification when order ships” 
Trigger
  ↓
Push
“Notify users via email and SMS when their invoice is overdue” 
Trigger
  ↓
Email
  ↓
SMS

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Rule 2 — Default Selection (No User Preference)

When the user doesn’t specify channels, choose from channels configured in the organization in this order:
  1. In-App
  2. Email
  3. Chat
  4. Push
  5. SMS
Stop at 3 channels. Skipping is fine — pick the most relevant subset, not the first 3.

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Per-Channel Guidance

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In-App

  • Default for any in-product content.
  • Always include if the recipient is signed-in and could be using your product.
  • Skip when the user can’t see it: password reset, OTP, pre-signup welcome, anything sent before account exists.

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Email

  • Use for receipts, documentation, async communication, things the user will want to find later.
  • Default fallback after In-App.
  • Skip for pure conversational pings (use In-App or Push instead).

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Chat (Slack / Teams / Discord)

  • Add when the channel is configured and severity >= MEDIUM.
  • Best for ops, deploys, internal alerts, B2B workflows.
  • Skip for marketing, low-severity nudges, or anything aimed at end consumers.

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Push

  • Use as a fallback when the subscriber is offline but needs immediate awareness.
  • Always pair with a step condition: only send when subscriber.isOnline == false.
  • Skip when the subscriber is online (the In-App alert covers it).

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SMS

  • Last resort. Reserve for true emergencies, OTP, regulatory compliance.
  • Add for critical: true workflows where every channel matters.
  • Skip if any other channel reaches the user.

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Combining Rules with Severity

SeveritySuggested channel mix (no user pref)
unsetIn-App + Email + (Push if offline)
LOWIn-App + Email
MEDIUMIn-App + Email + Chat (if configured)
HIGHIn-App + Chat + Email + Push (if offline)
critical: trueAll available channels in parallel; Push gated by offline

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Quick Examples

  • Order confirmation — In-App, Email, Push (offline only)
  • Comment on post — In-App, Push (offline only), Email (only if In-App unread after delay)
  • Payment failed — In-App, Chat, Email, Push (offline only)
  • Account suspended (critical: true) — In-App, Email, SMS, Chat, Push (offline only)
  • Forgot password (critical: true, no In-App) — Email, SMS

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See Also