Who gets told, and when
Every email and text Pulse sends, who gets it, and the one rule: clients only hear what the team sends.
- Who this is for:
- everyone
- Updated
- Sep 5, 2026
- 5 min read
Pulse sends a small set of emails and texts. This page lists every one, who gets it, and when.
The one rule
It works the other way too. Outside parties see the team's names. Clients show up by role only, like “Buyer”, with no name or contact details.
What the team receives
| When | Who | How |
|---|---|---|
| An outside party answers or changes their answer | The checker | Email, with their exact words. At most one per party per hour. |
| The check-in is answered On track or Watch | Everyone under Who hears the result | Email only. Nobody is texted. |
| Still unanswered the next day | The checker | Email and text. |
| Still unanswered after three days | The escalation contact | Email and text. |
| Someone flags a Concern | The people picked in the problem sheet | Email only. |
| Someone flags Blocked | The people picked in the problem sheet | Email and text, right away. |
| The problem is marked resolved | The same people | Email only. |
The one-day and three-day waits are defaults. Change them per deal. See Schedules, reminders and escalation.
What outside parties receive
- The check-in email, the day before the team's check-in. Two buttons and a private link.
- One reminder two days later if they have not answered.
- A nudge when someone on the team presses Remind. At most one per day.
Every one of these has the coordinator's address as the reply-to. A party is never emailed about another party's answer or about the team's problems.
What clients receive
One thing: a client update written by the team. Pulse drafts it from the parties' words and the deal's dates. A person edits it, previews it, and sends it from their own email. A PDF copy is filed to the deal.
Clients are never texted.
When Pulse sends a text
Only three things send a text, and all three go to team members:
- The overdue reminder to the checker.
- The escalation to the escalation contact.
- A Blocked problem, to the people picked in the sheet.
A text only goes to someone with a phone on file and texts turned on. If it cannot be sent, the person who flagged the problem sees why. The email still goes.
Related articles
How the weekly rhythm works, and what happens when nobody answers.
A short tour of Pulse, the weekly check-in that keeps every deal moving.
What you will see, when to step in, and how to send a client update in two minutes.