Cross-Org Notifications for Agency Staff
Who this is for
Agency staff who want to receive alerts and event notifications from the client organisations they are assigned to — without needing to log into each client separately.
What you will complete
You will understand how notifications fan out from client orgs to agency staff, configure your notification channels within the agency context, and verify that alerts are routing correctly.
How cross-org notification fan-out works
When an alert or event fires in a client organisation, the notification system does the following:
- Delivers the notification to the client org's own members (as per their org-level notification settings).
- Looks up the client's agency link to determine which agency billing account they belong to.
- Finds all agency staff assigned to that specific client.
- Delivers a copy of the notification to each assigned staff member, using the staff member's personal agency notification channel preferences.
This means agency staff receive client notifications in addition to the client's own team — there is no deduplication between the two groups.
Configure your agency notification channels
Each agency staff member configures their own notification preferences within the agency context. These are separate from any per-org notification preferences you may have set in your own org.
Step 1 — Open Agency → Notifications → Channels in the sidebar.
Step 2 — Add the channels you want to receive agency notifications through:
- Email — your account email is pre-populated
- Slack webhook — paste your Slack incoming webhook URL
- Discord webhook — paste your Discord channel webhook URL
- Microsoft Teams webhook — paste your Teams connector URL
- Telegram — enter your bot token and chat ID
- Generic webhook — any HTTP endpoint that accepts JSON POST requests
Step 3 — Test each channel with the Test button.
Step 4 — Configure notification preferences by event type in Agency → Notifications → Preferences:
- Server alerts (critical/warning/info)
- Deployment events (success/failure)
- Backup events (success/failure)
- Security events
- AI Pilot actions (approval required, action completed)
View agency-level notifications
Agency notifications have their own inbox separate from your per-org notification feeds.
Open Agency → Notifications to see all notifications from all your assigned client orgs. The feed shows:
- Which client org generated the notification
- The event type and severity
- Timestamp
- Read/unread status
Click Mark all as read to clear the unread count. Click any notification to open the relevant resource in the client org context.
Unread count
If you have unread agency notifications, a badge appears on the Agency sidebar item showing the count. This updates in real time.
Common errors
Not receiving notifications from a client org Cause 1: You are not assigned to that client org. Fix: Ask the agency owner to add the client to your staff assignment.
Cause 2: Your notification channel was not tested and may be misconfigured. Fix: Go to Agency → Notifications → Channels and test each channel.
Cause 3: The event type is disabled in your agency notification preferences. Fix: Go to Agency → Notifications → Preferences and enable the relevant event categories.
Receiving duplicate notifications for a client Cause: You are both a direct member of the client org and an agency staff member assigned to it. Behaviour: This is expected — you receive one notification via the client org membership and one via the agency fan-out. You can turn off one path by adjusting your notification settings in the client org.
Agency notification count badge shows 0 but I have unread items Cause: The unread count is cached briefly. Fix: Reload the page to refresh the count.