Rules and Suggestions
Notification Rules and Customer Scenarios
Every notification is created by a rule. A rule includes:
- Trigger — the event that causes the alert
- Channel — email, SMS, or webhook delivery
- Template — the message text and subject
- Participants — the users or groups that receive it
- Conditions — optional filters that limit when the rule sends
- Deduplication — limits repeated alerts within a short time window
If a notification is wrong, one of these rule elements is usually the cause.
Rule checklist
When investigating an unwanted alert, verify:
- The trigger is correct for the event.
- The channel matches the delivery method the customer saw.
- The template content matches the alert text.
- The participants list is narrow enough for the right people.
- The conditions only allow the rule to fire when intended.
- The deduplication window is set to prevent repeated alerts.
Common scenarios and suggested replies
| Customer issue | Likely rule problem | What to tell the customer |
|---|---|---|
| "I got a notification I should not have received." | Wrong trigger, too broad recipients, or missing condition | "We do not disable all notifications. We will review the specific rule that generated this message and fix it so only the right people get it." |
| "The message text is incorrect or confusing." | Template mismatch or wrong template used | "This alert is coming from a rule with the wrong message template. We will correct the template so the alert content is accurate." |
| "The alert is going to the wrong team." | Participants are too broad or wrong recipient group | "The notification rule is sending to a broader audience than intended. We will narrow the recipients to the correct team." |
| "I am getting the same alert again and again." | Deduplication TTL too low or duplicate rule exists | "We can adjust the rule’s duplicate-suppression settings or remove the duplicate rule so you receive the alert only once." |
| "This should not happen on weekends / outside business hours." | Schedule or condition is missing | "This rule is currently configured without a restriction for weekends. We will add the correct condition or schedule to prevent alerts outside working hours." |
| "I am not receiving the notification I expected." | Channel misconfiguration, template ui issue or participant list error | "We will check the notification rule and delivery settings to make sure the alert is sent through the correct channel with correct template UI and reaches the right recipients." |
How to explain the fix
- "Hunto creates notifications from rules and not from a global notification switch."
- "The fastest fix is to correct the rule that created the unwanted alert."
- "We will update or remove the rule based on the trigger, channel,fix template UI, recipients or conditions."
This approach keeps good alerts working while removing the unwanted ones.