How Email Notifications Work (Juniper)

Getting Started

Who receives notifications: Homeowners, property developers, and service providers, depending on the event. Occupants and realtors never receive notifications of any kind.
Before you start: Notifications are opt-in. Each person needs to turn on their notification settings under Settings → Notification Settings to receive anything (see “Managing your notification settings” below).

What triggers a notification in Juniper?

Juniper sends an email notification when any of the following happens:

A service request is submitted
A service request is assigned to a service provider
A service request status changes (for example, En Route, In Progress, Resolved, On Hold, Declined, Approved, or Closed)
An appointment is scheduled for a service request
A message is posted on a service request or on a suite
A walkthrough is scheduled or activated
A walkthrough is completed
A key pickup is completed
An announcement is sent to homeowners
The weekly service request reminder runs

All Juniper notifications are delivered by email.

Who receives each notification?

Three things determine who gets notified for a given event: the person's role, whether they're the primary contact for that role, and their own notification settings.

Most notifications only go to the primary contact for a role. The primary homeowner receives notifications for their suite, and the primary property developer receives them for the property. A handful of events reach a wider group instead; those are listed in the table below and explained further in the Special Cases section.

Two roles are always excluded from every notification type: occupants and realtors.

One rule applies across every event: you are never notified about your own action. If you post a message yourself, you won't get an email about it.

The table below assumes the recipient has notifications turned on and has an active account.

Event	Who is notified
Service request submitted	Primary homeowner, the reporter (if different from the homeowner), and primary property developers
Service request assigned	The assigned service provider only
Service request status change (any status except On Hold)	Primary homeowner and the reporter only
Service request status change to On Hold	Primary homeowner, reporter, primary property developers, and the assigned service provider
Appointment scheduled	Primary homeowner and the reporter only
Message posted on a service request	Everyone on the request except the sender: primary homeowner, primary property developer, assigned service provider, and reporter
Message posted on a suite (general inbox)	Primary homeowner and primary property developer, except the sender
Walkthrough scheduled or activated	Primary homeowner only
Walkthrough completed	Primary homeowner and primary property developer (includes a summary PDF)
Key pickup completed	All homeowners on the suite, including non-primary homeowners, plus the primary property developer (includes a summary PDF)
Announcement sent	All active homeowners in the property

Special cases worth knowing

A few events don't follow the usual “primary contact only” pattern. These are the ones that most often prompt questions.

Why does an On Hold status notify more people than other status changes?

For most status changes, only the primary homeowner and the reporter are notified; property developers and service providers are not included. On Hold is the exception. When a service request moves to On Hold, the notification also reaches the primary property developers and the assigned service provider. On Hold is the only status change that notifies this wider group.

Who gets notified when a key pickup is completed?

Key pickup completion notifies every homeowner on the suite, not just the primary homeowner, along with the primary property developer. This is different from most other events, which only reach the primary contact. The key pickup email includes a summary PDF covering parking stalls, storage lockers, key fobs, hand-off instructions, related service requests, and signatures.

Who gets notified when an announcement is sent?

An announcement goes to all active homeowners across every suite in the property, including non-primary homeowners. Property developers and service providers do not receive the announcement themselves.

Are service providers notified about every message on a service request?

A service provider is only included in message notifications for a service request while they're the assigned provider on that request. If the request isn't currently assigned to a provider, no provider is notified about messages on it.

Managing your notification settings

You control which emails you receive under Settings → Notification Settings. Two personal controls determine what reaches you, and both are off by default, so notifications are opt-in:

Setting	What it controls
Master email notification switch	The overall on/off switch for all notification emails. If this is off, you won't receive any notification emails, regardless of your other settings.
Status notification setting	Controls status-related emails specifically: service request submissions, status changes, and scheduling notifications. Message notifications don't require this setting; they only require the master switch above.

Personal settings vs. system-level settings

Alongside each person's individual settings, Juniper also has system-level controls that act as a global on/off switch for each notification type, set for the whole system rather than per person.

System-level settings take precedence over personal settings. If a notification type is switched off at the system level, no one receives it, no matter what any individual has chosen in their own Notification Settings. When a notification type is active at the system level, each person's personal settings then decide whether they individually receive it.

Message notifications and two-factor authentication codes are always active at the system level and can't be switched off, since they're essential to using the platform securely.

Why am I not receiving notifications from Juniper?

If someone isn't getting an email they expect, check these in order:

Is their account active? Inactive accounts don't receive notifications.
Is their master email notification setting turned on? Under Settings → Notification Settings.
For status, submission, or scheduling emails, is the status notification setting also on? This is a separate setting from the master switch.
Has the notification type been switched off at the system level? A system-level setting that's off suppresses the notification for everyone, regardless of personal settings.
For homeowners expecting service request status or submission emails, is the suite in an Occupied or Complete state? Homeowners only receive these emails once the suite reaches one of these states.
Are they the primary contact? Some notifications are limited to the primary contact for a role, and won't reach non-primary homeowners or developers.

Checking Notification Settings under the person's account is the best first step, followed by confirming the account is active and the suite status is correct.

Need help?

If you have questions about notification behaviour that this article doesn't cover, contact the Juniper support team at juniper-support@spark.re.