In this article you will learn how to send different message variants for the same event by adding notification overrides to your notification rules.
Contents
- How notification overrides work
- Before you start
- Where to find notification overrides
- Creating a notification override
- Available filters
- How the system selects the right message
- Activating, deactivating, and deleting overrides
- Related articles
Fast lane
- Open Communication / Notifications / Notification overrides and select Add override.
- Enter a name and select the facilities the override applies to.
- Add one or more filters to define the member segment.
- Select the notification rule to override and the template to send.
- Review the overview, and save the configuration.
How notification overrides work
A notification rule sends a message when an event occurs, for example when a contract is signed or a class is booked. A notification override lets you send a different message for the same event to a specific group of members.
An override stores three things: a set of filters that describe the member segment, a reference to one or more notification rules, and the template to send instead of the rule's default template.
When the event occurs, the system checks the active overrides for that notification rule. If a member matches an override's filters, the override's template is sent. If no override matches, the default template from the notification rule is sent. One event always results in exactly one message.
Before you start
- In the Resources / Employees / Roles tab, make sure the Manage automatic notifications permission is enabled. The read right is enough to open the overview, the create right is needed to add an override, the update right to edit, activate or deactivate one, and the delete right to remove one.
- The notification rule you want to extend must already exist. You manage notification rules under Communication / Notifications / Notification rules.
- The template you want to send must already exist. You manage templates under Communication / Administration / Templates.
- An override is only evaluated in the facilities it is shared with. For member events, the member's home facility counts as the facility where the event originates.
- Overrides currently work for the email channel. For a notification rule that uses another channel you continue to configure the message in the rule itself.
- The function must be enabled for your account. If the menu entry is missing, contact support.
Where to find notification overrides
Open Communication / Notifications / Notification overrides. The page lists your overrides with the following columns:
| Column | Shows |
|---|---|
| Name | The name of the override. |
| Description | The optional description you entered. |
| Event | The event of the referenced notification rule. When an override covers more than one rule, the additional events are shown as a count that you can expand. |
| Status | Whether the override is active or inactive. |
| Facilities | The facilities the override is shared with. |
Use Search to find an override by text, Filter to narrow the list, and Columns to choose which columns are shown. The facility selector at the top right sets the facility scope of the list.
Creating a notification override
Select Add override. The override is created in a four-step wizard.
- General information: enter a Name (required) and, optionally, a Description. Under Edit sharing settings, select the facilities the override applies to.
- Filters: define the member segment (see Available filters). Select a filter and choose Add filter to add more filters to the same group; within a group, all filters must match. Choose Add filter group to add another group, separated by Or; any group can match. At least one filter must be configured.
- Notification rule & new template: under Notification rule to override, select the rule the override applies to, then choose the New template to send. Use Add notification rule to override more than one rule; a rule can be selected only once per override.
- Overview: review the configuration, then save.
Available filters
The comparison operators depend on the filter type. Where a filter accepts a list of values, you can select more than one value.
| Filter | Description |
|---|---|
| Contract rate | Filters by the member's rate. Lists the active rates shared in the override's facilities; multiple rates can be selected. |
| Contract rate with terms | Filters by a rate and one or more of its terms. Select a single rate first, then the terms that apply. |
| Rate code | Filters by rate code, which groups several rates together. |
| Member home studio | Filters by the member's home facility. |
| Member age | Filters by the member's age. Choose below, above, or between (between by default); the between option uses two age values joined by and. Only positive whole numbers, including 0, are allowed. |
| Service category | Filters by the service category of the booked class or appointment; multiple categories can be selected. |
| Class name | Filters by a specific class shared in the override's facilities; multiple classes can be selected. |
How the system selects the right message
When more than one active override matches the same event for a member, only one message is sent. The system applies the following logic:
- The most specific override wins, that is, the override whose matching filter group contains the most filters.
- If two overrides are equally specific, the most recently modified one is used.
- If no override matches, the notification rule's default template is sent.
Example: a notification rule for the event Class booked has three active overrides.
| Override | Filters | Filter count |
|---|---|---|
| A | Member home studio = North, Service category = Yoga, Contract rate = Premium | 3 |
| B | Member home studio = North, Service category = Yoga | 2 |
| C | Contract rate = Premium | 1 |
If a premium member whose home facility is North books a yoga class, all three overrides match, and override A is used because it is the most specific. If a premium member at another facility books a yoga class, only override C matches, so its template is sent.
Activating, deactivating, and deleting overrides
- Notification override is active after it is created. If you wish to keep it as a draft, deactivate the override in the context menu
- Only active overrides are evaluated when the event occurs; inactive overrides are ignored.
- Activating or deactivating an override requires confirmation. You can activate or deactivate an override for several facilities at once.
- Deleting an override requires confirmation and is possible regardless of its status.