Notification routing

Escalations across the app — overdue inspections, out-of-service equipment, expiring permits, deficient exposure controls — are addressed to a queue rather than one person. The most common is the Safety Team. Notification routing is where an admin says who that queue means, so each alert is emailed to the right people instead of sitting only in the in-app inbox.

A distribution list maps a queue name (like Safety Team) to the people who should be notified. When an escalation is addressed to that queue, every member on the list is emailed. This page is under Setup → Notification routing and is admin-only.

See which queues need routing

The Alert queues table lists every recipient your notifications are actually addressed to, with how many alerts each has and how many are unread. Each row shows its routing status:

• N member(s) emailed — the queue has a distribution list; those people get the alerts.
• Not routed — in-app only — a group queue with no list. Its alerts reach the in-app inbox but nobody is emailed. Use Create list on that row to fix it.
• resolved to the person directly — the recipient is an individual (an email address or a worker's name), not a group, so it's delivered without a list.

This table is the quickest way to spot a queue that's receiving alerts but reaching no one.

Route a queue / manage a distribution list

1. Under Distribution lists, either open an existing list or use Create a distribution list (the group name must match the alert recipient exactly — e.g. Safety Team). You can also Create list straight from a queue row above.
2. Add members: pick a person from your roster, or type an email for someone off-roster, and click Add.
3. Remove anyone with Remove.
4. Click Save list. From then on, alerts to that queue are emailed to everyone on it.
5. Delete list removes the routing entirely — that queue's alerts fall back to the in-app inbox.

What happens automatically

• Fan-out. An escalation addressed to a routed queue is emailed to every member immediately — not a single shared mailbox.
• Worker match. Some reminders are addressed to a person by name (for example immunization reminders go to the worker). If that name matches someone on your people roster with an email, they're emailed directly — no list needed.
• Fallback. If a queue has no distribution list, delivery falls back to any single notification preference set for that name; otherwise the alert stays in the in-app inbox. A distribution list always takes precedence over a single-mailbox preference.
• Onboarding seed. Setup creates a Safety Team list with you on it, so alerts reach someone from day one. Add the rest of your team here.

Email is only sent once an email provider is configured for your tenant; until then, routing still determines who a queue means, and everyone sees the alerts in their in-app inbox.

Related

• My work — your personal inbox, your own email/SMS delivery settings, and the distribution lists you're on.
• Corrective actions (CAPA) — many escalations are overdue CAPAs.