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How to manage notification emails for your agency and workers

Choose which inboxes receive job, approval, compliance and Marketplace emails, and control which emails your workers receive.

Agency Accelerator sends emails at almost every stage of a job: when a shift is allocated, when it changes, when it needs approval, when a worker's document is about to expire. Notification Management is where you decide who receives each of those emails.

Getting this right matters in both directions. If emails go to one person's inbox, things get missed when that person is on leave. If everyone is copied in on everything, the important messages get lost in the noise. The same applies to your workers: most of them want to hear about their shifts, but some arrangements mean certain emails are unnecessary or confusing.

Notification Management is split into two tabs:

  • AGENCY NOTIFICATION controls the emails your own team receives.
  • WORKER NOTIFICATION controls the emails your workers receive.

 

Before you begin

  • You will need a user access level that allows you to edit organisation details. If you cannot change the fields or the save buttons stay greyed out, speak to the main user on your account.
  • Fields marked with an asterisk (*) are required.
  • Each section saves on its own. Always select the save button inside the section you have just edited before moving on.
  • Have your group or shared inbox addresses to hand. A shared address such as bookings@ or compliance@ keeps working when individual team members change.

 

Opening Notification Management

  1. Select Organisation in the left hand menu.
  2. In the column of icons on the right hand side of the screen, select the bell icon. The icon turns orange when the panel is open.
  3. Choose the AGENCY NOTIFICATION or WORKER NOTIFICATION tab at the top of the panel.

 

Part 1: Agency notifications

The AGENCY NOTIFICATION tab has three sections, from top to bottom: Job Notification, Worker Compliance Notifications and Marketplace Notifications. Each one can be expanded or collapsed using the arrow on the right of its heading.

Set the job and approval addresses for each location

Job Notification lets each of your business locations send its emails to its own inbox. This is useful when each branch has its own team managing its own shifts.

You set two addresses for every location:

  • Job Notification Address. Receives updates when a job changes status, such as staff allocation changes, cancellations and time changes.
  • Approval Notification Address. Receives notifications about approvals and job updates.

To set them:

  1. Under Configure Notifications, choose the location from Select Location. The list shows the locations set up in your Agency Business Locations panel.
  2. Enter the Job Notification Address.
  3. Enter the Approval Notification Address. This can be the same address as the job address if one team handles both.
  4. Select Save.

The table underneath shows the Site Name, Job Notification address and Approval Notification address for every location, so you can check them all at a glance. To change an address, select the location again, enter the new address and select Save.

Tip: Create an email group within your organisation's email system for each branch, and add the email addresses of the team or shift managers who look after staff there. Use that group address here, so everyone who needs to know about a change hears about it.

If a location is missing from the list, add it first in the Agency Business Locations panel. See How to review and update your organisation details.

Choose who receives worker compliance alerts

Worker Compliance Notifications sends alerts about your workers' compliance, for example when a document is about to expire or training is due.

  1. Enter an email address in Recipient Email Address. The counter beside the label shows how many you have added out of the three allowed, for example (1/3 added).
  2. To add another address, select + ADD ANOTHER EMAIL and enter it. You can add up to three.
  3. To remove an address, select the red cross beside it.
  4. Select SAVE COMPLIANCE SETTINGS. The button only becomes active once you have made a change.

Please note: If you do not add any addresses here, compliance notifications are sent to the primary user's email address by default. If your primary user is not the person who manages compliance, add the right address here so alerts are acted on.

These recipients also receive the email that is sent when a worker's profile is manually denied, so the person responsible for compliance hears about it straight away.

Decide which Marketplace assignments you hear about

Marketplace Notifications controls the emails you receive about new assignments posted on the Care Hires Marketplace.

  1. Under Assignment Notifications, choose which assignments you want to hear about:
    • All worker types. Every assignment, whatever the worker type.
    • Relevant to me. Only assignments that match the worker types your agency supplies.
    • Specific worker types. Only the worker types you pick from the Select Worker Type dropdown that appears.
  1. Under Send Emails To, choose who receives these emails:
    • All agency users. Everyone on your account.
    • Specific users. Enter the email addresses in the box, separating each one with a comma.
  1. Select SAVE MARKETPLACE SETTINGS.

Tip: If you only supply a handful of worker types, choose Specific worker types or Relevant to me. It keeps your inbox focused on assignments you can actually fill.

 

Part 2: Worker notifications

The WORKER NOTIFICATION tab controls the automatic emails sent to your workers, such as when they are allocated to a job, when a shift is cancelled or when a leave request is updated.

You have two levels of control: a single switch for every worker email, and block rules for switching off specific emails for specific people.

Turn all worker emails on or off

At the top of the tab, the Worker Email Notifications toggle controls every email sent to workers for your agency.

  • When the toggle is on (blue with a tick), workers receive emails as normal, apart from anything you have blocked with a rule.
  • When the toggle is off, no notification emails are sent to any of your workers, regardless of the rules below.

Please note: Turning this toggle off stops every notification email to every worker, including job allocations and cancellations. Workers will need to rely on the mobile app or on your team contacting them directly. Only switch it off if that is genuinely what you want.

Understanding block rules

Worker Notification Block Rules let you stop particular emails from reaching particular workers, without switching off emails for everyone. For example, you might stop cancellation emails going to workers who are always called by your office instead, or stop a group of workers receiving emails that do not apply to how they work.

Each rule you create appears as a card showing:

  • The rule's name, with a status badge such as Active
  • Applies to: how many notification types the rule blocks
  • Blocked for: who the rule applies to, for example All Workers
  • EDIT and REMOVE buttons

Create a block rule

  1. Select + CREATE RULE. The Create Rule form opens.
  2. Enter a Name for the rule. Choose something that explains its purpose, such as "No cancellation emails for bank staff", so anyone on your team can understand it later.
  3. Add a Description if it helps explain why the rule exists. This is optional.
  4. Under Notifications, choose what the rule blocks:
    • All notifications blocks every notification email for the workers you choose.
    • Selected notifications lets you tick only the emails you want to block.
  1. If you chose Selected notifications, tick each email to block. The options sit under Jobs & Shifts:
    • For jobs from Care Hires verified providers (CH Verified): Job Accepted, Job Cancelled and Shift Deallocated.
    • For jobs from your direct clients (Direct Client): Selected For Job, Job Cancelled and Shift Deallocated.
    • For leave: Leave Request Status Update.
  1. Under Block this for, choose who the rule applies to:
    • All Workers. Every worker at your agency.
    • Specific Worker(s). Only the individual workers you select.
    • Worker Type(s). Every worker of the worker types you select.
  1. Select CREATE RULE. The rule appears in the list below and starts working straight away.

To leave the form without saving, select CANCEL.

Please note: The Client / Site option on the form is marked Coming soon. For now, a rule applies to all of the chosen workers' jobs, whichever client or site the job is for.

Edit or remove a rule

  • To change a rule, select EDIT on its card, update the details and save.
  • To delete a rule, select REMOVE on its card. The blocked emails will start being sent to those workers again.

 

Good habits worth adopting

  • Use shared inboxes, not personal ones. Notifications sent to one person stop being read the day that person goes on leave.
  • Check the Job Notification table whenever you open a new branch. A new location has no notification addresses until you add them.
  • Name block rules by what they do. A rule called "Test" means nothing to the next person who looks at it. A rule called "No leave emails for office staff" explains itself.
  • Keep block rules narrow. Block only the emails that genuinely need blocking, for only the workers they apply to. Workers who miss an allocation or cancellation email may miss a shift.
  • Review your rules every few months. Rules that made sense for one arrangement can quietly cause problems when that arrangement changes.

 

If something looks wrong

Your team is not receiving job or approval emails for a branch. Open Job Notification and check the table for that location. Make sure both addresses are filled in and spelt correctly, and check the inbox's spam or junk folder.

Compliance alerts are going to the wrong person. Check whether any addresses are saved under Worker Compliance Notifications. If the section is empty, alerts go to the primary user by default.

You are receiving too many Marketplace emails. Change Assignment Notifications to Relevant to me or Specific worker types, and check who is listed under Send Emails To.

A worker says they are not receiving emails. Check that the Worker Email Notifications toggle is on, then look through your block rules for any rule that covers that worker, their worker type or all workers. Also check that the email address on their worker profile is correct.

A worker is still receiving an email you blocked. Open the rule and check that the right notification is ticked and that Block this for includes that worker.

If everything looks correct and emails still are not arriving as expected, contact our Support Team with the location, the worker or the email type affected.