Channel Selection

Decision rules for picking which channels a workflow should send on. Applies to both Dashboard- and Framework-authored workflows.

Decision Tree

                       Did the user specify exact channels?
                                       │
                  ┌────────────── yes ──┴── no ─────────────┐
                  ▼                                          ▼
         Use ONLY those channels.                 Pick from channels CONFIGURED
         No fallbacks. No extras.                 in the organization, in priority
         Add the channel even if it               order, up to 3 channels:
         isn't configured (user asked).
                                                  In-App  >  Email  >  Chat
                                                  >  Push  >  SMS

Rule 1 — User-Specified Channels Are Exact

If the user mentions channels ("send a push notification…", "email and SMS only"), use exactly those channels. Do not add fallbacks. Do not drop a channel because it's not configured — the user explicitly asked for it.

"Create a push notification when order ships"

Copy

Trigger
  ↓
Push

"Notify users via email and SMS when their invoice is overdue"

Copy

Trigger
  ↓
Email
  ↓
SMS

Rule 2 — Default Selection (No User Preference)

When the user doesn't specify channels, choose from channels configured in the organization in this order:

1. In-App
2. Email
3. Chat
4. Push
5. SMS

Stop at 3 channels. Skipping is fine — pick the most relevant subset, not the first 3.

Per-Channel Guidance

In-App

• Default for any in-product content.
• Always include if the recipient is signed-in and could be using your product.
• Skip when the user can't see it: password reset, OTP, pre-signup welcome, anything sent before account exists.

Email

• Use for receipts, documentation, async communication, things the user will want to find later.
• Default fallback after In-App.
• Skip for pure conversational pings (use In-App or Push instead).

Chat (Slack / Teams / Discord)

• Add when the channel is configured and severity >= MEDIUM.
• Best for ops, deploys, internal alerts, B2B workflows.
• Skip for marketing, low-severity nudges, or anything aimed at end consumers.

Push

• Use as a fallback when the subscriber is offline but needs immediate awareness.
• Always pair with a step condition: only send when subscriber.isOnline == false.
• Skip when the subscriber is online (the In-App alert covers it).

SMS

• Last resort. Reserve for true emergencies, OTP, regulatory compliance.
• Add for critical: true workflows where every channel matters.
• Skip if any other channel reaches the user.

Combining Rules with Severity

Quick Examples

• Order confirmation — In-App, Email, Push (offline only)
• Comment on post — In-App, Push (offline only), Email (only if In-App unread after delay)
• Payment failed — In-App, Chat, Email, Push (offline only)
• Account suspended (critical: true) — In-App, Email, SMS, Chat, Push (offline only)
• Forgot password (critical: true, no In-App) — Email, SMS

See Also

• severity-and-critical.md — how severity & critical change the channel mix
• step-conditions.md — how to gate Push on subscriber.isOnline
• workflow-templates.md — the 9 templates with their channel choices