> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cleanscan.io/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Configuring Notifications and Alerts
> Learn how to set up SMS and email notifications in CleanScan, configure quiet hours, and control which events trigger alerts for your team.
CleanScan sends notifications when something in your operation needs attention — a new issue reported, an SLA approaching, a resolution confirmed. You control which events trigger alerts, which delivery method to use, and when you don't want to be disturbed.
## Notification types
### SMS alerts
SMS alerts go to team members when an issue is routed to their team. Managers also receive SMS for critical or immediate-priority issues regardless of routing. SMS is real-time — messages arrive within seconds of the triggering event.
SMS availability depends on your plan. See [SMS tiers](#sms-alert-tiers) below.
### Email notifications
Email notifications cover issue reports, resolution confirmations, and scheduled digests. They're sent to dashboard users (managers and admin accounts), not to field staff. Email notifications are available on all paid plans.
### In-dashboard alerts
When you're viewing the dashboard, real-time alerts appear in the notification panel as events occur. These don't require any configuration and are available on all plans.
***
## Events you can configure
You can turn individual notification events on or off for each delivery method. Go to **Settings → Notifications** to configure them.
| Event | Default | Notes |
| ------------------------------ | ------- | --------------------------------------- |
| New issue reported | On | Sends to the team assigned to that zone |
| Issue resolved | On | Confirmation to the reporting manager |
| Issue approaching SLA deadline | On | Warning before breach |
| SLA breached | On | Immediate alert, bypasses quiet hours |
| New contractor connected | On | Organization-level alert |
| Contractor disconnected | On | Organization-level alert |
SLA breach alerts bypass quiet hours. If you've set quiet hours, you will still receive an SMS or email when an SLA is breached.
***
## SMS alert tiers
The number of SMS messages you can send per facility per month depends on your plan.
| Plan | SMS per facility per month |
| -------------- | -------------------------- |
| **Free** | None |
| **Solo** | None (email only) |
| **Crew** | 50 |
| **Operator** | 500 |
| **Enterprise** | Unlimited (fair use) |
SMS limits are per facility, not pooled across your account. If you have 10 facilities on Crew, each facility has its own 50 SMS budget per month.
When you reach the monthly limit for a facility, SMS alerts for that facility stop until the next billing cycle. Email and in-dashboard notifications continue regardless of SMS limits.
If you're consistently hitting your SMS limit, consider upgrading to Operator or routing lower-priority categories to email-only delivery. You can configure per-category alert behavior in **Settings → Categories**.
***
## Configuring notifications
Open **Settings → Notifications** in your dashboard.
From there you can:
* **Choose which events trigger notifications** — toggle each event on or off for SMS and email independently
* **Set quiet hours** — define a time window (for example, 10 PM to 7 AM) when non-critical SMS alerts are suppressed
* **Configure your digest cadence** — choose daily or weekly for your email digest (see [Email digests](#email-digests) below)
Changes take effect immediately.
***
## Category-level alerting
Each issue category has its own alerting behavior, separate from the notification preferences above. Categories control *how urgently* an issue is escalated:
* **Immediate** — Safety Hazard and other critical categories trigger SMS alerts right away
* **Standard** — Mess/Spill and similar categories follow normal routing and timing
* **Passive** — Supply Needed and routine requests may only appear in a digest
Configure category alerting in **Settings → Categories**, not in the notification preferences. Changing a category's urgency level affects how all issues in that category are treated across your entire operation.
***
## Team-level notification preferences
Each team member receives SMS notifications for issues routed to their team. This is determined by the team's zone and category assignments — individual staff members cannot opt out of notifications for their assigned team.
If a team member is receiving alerts for issues they shouldn't be handling, the fix is in **Settings → Teams**: adjust the team's zone assignments or category scope, not the individual's notification settings.
***
## Email digests
Contractor managers and facility managers can receive a scheduled email summary of activity across their facilities.
**To configure:**
1. Go to **Settings → Notifications → Digest Cadence**
2. Choose **Daily** (sent each morning) or **Weekly** (sent Monday morning)
3. Select which facilities to include
The digest includes: open issue count by facility, issues resolved since the last digest, any active SLA warnings, and a link to the full dashboard.
***
## Troubleshooting SMS
If you're not receiving SMS notifications, work through this checklist:
1. **Check the phone number** — Go to **Settings → Teams** and confirm the phone number on file is correct, including country code.
2. **Check carrier blocking** — Some carriers block short-code SMS by default. Contact your carrier and ask them to allow messages from short codes, or check your phone's message filtering settings.
3. **Check your SMS limit** — Go to **Settings → Billing** and review usage for the affected facility. If you've hit the monthly limit, SMS resumes at the start of the next billing cycle.
4. **Check quiet hours** — If quiet hours are active, non-critical alerts are held until the quiet window ends. SLA breach alerts still come through.
If none of the above resolves the issue, contact support at [support@cleanscan.io](mailto:support@cleanscan.io).
***
SMS limits by plan and how to upgrade if you're hitting your monthly cap.
How issue routing determines which team receives SMS notifications.
Set per-category alert urgency to control how quickly issues escalate.
Common questions about SMS delivery, limits, and login issues.