Nine distinct events (assignment, escalation, SLA breach and similar) each configurable
Service CRM · Governance & Service Levels
Notification Matrix
Nine events across email, push and Slack, per recipient role
app.quipcom.ai
In detail
What Notification Matrix does
Part of Governance & Service Levels in QuipCRM — Service CRM. The promises you make to the business, written down once and enforced by the system.
Each event can notify by email, push or Slack, per recipient role
Keeps requesters, agents and managers informed without a fixed one-size template
Where it fits
Service levels the system enforces, not just records
Notification Matrix is 6 of 8 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
Notification Matrix supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Bring one real support queue.
We’ll set up your categories, SLA tiers and escalation live, and show QuipAI drafting replies on sample tickets.