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Managing Spark Notifications

Eagle Point Software Knowledge Base

Quick Answer

Spark notification settings - the In-App and Email channels, the notification Frequency, and the Welcome Email and New Spark Email templates - are configured per Group under Group Details in the Pinnacle Series Admin Portal.

What This Article Helps With

  • Turning on Spark In-App and/or Email notifications for a Group
  • Setting how often a Group receives Spark notifications
  • Customizing the Spark Welcome Email and New Spark Email templates
  • Understanding how Spark email batching and placeholder tokens work
  • Troubleshooting common Spark notification issues

How Spark Notifications Work

  • In-App notifications are always available. They appear in the Pinnacle Series notification bell and link to the Spark landing page. In-App notifications are generic and do not list individual content items.
  • Email notifications are optional per Group. A user only receives a Spark email if the Group has the Email channel enabled for Spark and the user has email notifications turned on in their own profile.

  • Notification Frequency (Daily, Weekly, or Monthly) is set per Group. Users inherit the Frequency of the Group they belong to, so use separate Groups if different users need different schedules.

  • A user who belongs to multiple Spark-enabled Groups receives notifications at the most frequent Frequency set across those Groups.
  • Depending on how many items are unread, a user receives either a single-item notification email or a batched "Recent Notifications" email covering multiple items. Unread In-App notifications from roughly the last hour are batched and sent by email approximately every five minutes; if a user reads the In-App notification before the batch sends, no email is sent for it.

Turn On Spark Notifications for a Group

  1. In the Pinnacle Series Admin Portal, select Administration.
  2. Select Groups.
  3. Select the Group you want to configure.
  4. Open Group Details.
  5. In the right panel, confirm Features > SPARK is toggled on.
  6. Under SPARK Notifications, select In-App and/or Email.
  7. Select a Frequency: Daily, Weekly, or Monthly.
  8. Select Save.

To confirm the change, reopen Group Details for the Group and check that the selected channels and Frequency are displayed under SPARK Notifications.

Customize the Spark Email Templates

  1. Open Group Details for the Group whose emails you want to customize.

  2. Under SPARK Notifications, select Modify Welcome Email to edit the Welcome Email template, or Modify Notification Email to edit the New Spark Email template.

  3. Use the template editor to format text and add lists, links, or simple images.

  4. If you need custom HTML, switch to Code View. Test any custom HTML thoroughly before saving.
  5. Keep the placeholders [Assignee], [Content-Name], and [Content-Description] intact if you want them to populate automatically. You can add your own wording around them.
  6. Save your changes when you are finished editing the template.

To confirm the template saved correctly, reopen the template and check that your wording and the placeholders both appear as expected.

Helpful Tips

  • We recommend starting with Weekly for broad audiences, Daily for short pilots or focused skill pushes, and Monthly for evergreen programs.
  • Keep email messages short, around 60 to 120 words, with one clear call to action.
  • Saving a Frequency change, or toggling Spark on and saving, restarts the notification cycle — users may receive another notification the same day.
  • Spark emails send in the language shown in the template editor and are not automatically translated.

Troubleshooting Spark Email Delivery

Placeholder Text Appears Instead of Personalized Content

This may occur when a placeholder such as [Assignee], [Content-Name], or [Content-Description] was removed or altered in the email template. Open the Welcome Email or New Spark Email template and confirm the placeholders are intact.

Email Layout Looks Incorrect

Simplify the template's HTML and use inline styles and simple tables rather than complex layouts.

Images Are Blocked or Not Displaying

Confirm that images used in the template are publicly reachable, reasonably sized, and include alt text.

Users Are Not Receiving Spark Emails

Confirm that the Email channel is enabled for Spark on the user's Group, that SPARK is toggled on for the Group, and that the user has email notifications turned on in their own profile.

Common Questions

Does Spark translate emails into the recipient's language?

No. Spark emails send in the language shown in the template editor and are not automatically translated.

What happens if a user belongs to multiple Groups with different Spark Frequencies?

The user receives Spark notifications at the most frequent Frequency set across those Groups.

Why did a user get another notification right after I changed the Frequency?

Saving a Frequency change, or toggling Spark on and saving, restarts the notification cycle. This can cause a user to receive another notification the same day.

Still Need Help?

If you have questions about configuring or troubleshooting Spark notifications, log a support ticket.