---
title: "Notification channels"
slug: admin/channels
url: https://projectri.com/docs/admin/channels
section: admin
audience: admin
app_route: "/[slug]/admin/channels"
permissions: [notification.view, notification.manage]
mobile: false
updated: 2026-09-08
source: Projectri documentation
---

# Notification channels

Connect this workspace's own WhatsApp, SMS and Teams accounts so notifications can reach people outside the app.

![Notification channels](https://projectri.com/docs-shots/admin-channels.png)

## What it is

Email, push and in-app notifications are provided by the platform and always
work — they need nothing on this screen. WhatsApp, SMS and Teams each reach
people outside Projectri, so each needs your own account with the provider. This
page collects those credentials, switches the channel on, and lets you send a
test.

## How to get there

**Support → Notification channels** in the admin console. Reading the page needs
`notification.view`; setting up, enabling, testing and removing need
`notification.manage`. There is no plan gate.

## How to use it

### Set up WhatsApp

1. Press **Set up** on the WhatsApp row.
2. Give the **Phone number ID** from Meta → WhatsApp → API Setup, the **Access
   token**, an approved **Template name** with one body variable, and the
   **Template language** such as `en_US`.
3. Add a **Label** so two accounts are distinguishable. It is shown on the row
   and is never a secret.
4. **Save**.

### Set up SMS

1. **Set up** on the SMS row.
2. Give the Twilio **Account SID**, **Auth token**, and a **From number** in
   E.164 form such as `+15551234567`.
3. **Save**.

### Set up Teams

1. **Set up** on the Teams row.
2. Paste an **Incoming webhook URL**. Only Microsoft-hosted webhook URLs are
   accepted.
3. **Save**.

### Test it

Once a channel is configured, a **Send test** button appears. WhatsApp and SMS
ask for a destination number first; Teams posts to the channel the webhook
addresses.

### Turn a channel on or off

**Turn on** and **Turn off** appear once a channel is configured. Turning it off
leaves the credentials in place.

### Replace or remove credentials

**Re-key** opens the form again — empty, always, because there is nothing to
pre-fill it from. **Replace credentials** overwrites what is stored; **Remove**
deletes the configuration and stops notifications going to that channel.

## What it affects

- **Where a notification arrives.** A channel that is on becomes available to
  everyone in the workspace — but only for people who have also switched it on
  in their own notification settings, and WhatsApp and SMS additionally need a
  number there.
- **Escalations.** A channel that reaches somebody outside the app is what makes
  an out-of-hours escalation land.
- **A Teams post is one post.** The incoming webhook posts to one channel, so a
  notification watched by eight people is one message, not eight.
- **Nothing else.** These credentials are used to deliver notifications and
  nowhere else. Slack, Teams and Discord *integrations* — the ones an automation
  rule sends to — are configured on
  [Integrations](/docs/admin/integrations).

## On mobile

This screen is web only.

## Limits and gotchas

> [!WARNING]
> Turning a channel on is not the last step. Everyone who wants messages on it
> also has to switch it on under their own notification settings, and WhatsApp
> and SMS need a phone number there. A channel that is on with nobody opted in is
> silent, which reads as broken.

- **Credentials are write-only.** They are never sent back to this screen, so
  leaving the boxes empty keeps whatever is already saved. Changing one means
  re-keying it.
- **A channel can switch itself off.** After a delivery failure the row states
  the provider's own error and says the channel was switched off. Fix the
  credential and turn it back on.
- **WhatsApp only sends an approved template** with one body variable. Free-form
  messages are rejected outside a 24-hour reply window, and a notification is
  always unsolicited.
- **SMS messages are truncated** to fit a couple of segments, so a busy day does
  not become a large bill.

## Related

- [Notifications](/docs/features/notifications) — what gets sent, and to whom.
- [Your settings](/docs/workspace/settings) — where each person opts in and gives a number.
- [Escalation](/docs/admin/escalation) — the rules that most need an out-of-app channel.
- [Integrations](/docs/admin/integrations) — Slack, Teams and Discord for automations rather than notifications.

## Related

- [Integrations](https://projectri.com/docs/admin/integrations.md): Connect this workspace to the tools you already use, see which connections are healthy, and find the third-party applications somebody has authorised.
- [Escalation](https://projectri.com/docs/admin/escalation.md): Ladders that decide who is told when a support SLA is missed, how long each rung gets before it climbs, and on which channels.
- [Settings](https://projectri.com/docs/workspace/settings.md): Your own settings — profile, language and region, appearance, skills, notifications, work items, integrations, import, security, shortcuts and your data.
- [Notifications](https://projectri.com/docs/features/notifications.md): What Projectri tells you about, on which of the five channels, what you can turn off, and the difference between a channel and a subscription.