Notification channels: Control where to send alerts

You can use alerts to set up notification channels, and attach those channels to policies. Your selected channels provide fast and consistent ways for the right personnel to be notified about incidents. For example, notifications allow you to include charts about the incident to provide context and share them with your team.

Alerts offers several notification channels, including webhooks, Slack rooms, email, and more. You'll be notified by your notification channels when incidents are opened, acknowledged, or closed. This document explains the available notification channels and how to set them up.

This document is about alerts notifications. For general information about unsubscribing from other New Relic emails, including marketing emails, weekly reports, and announcements, see Unsubscribe from New Relic emails.

View notification channels

To see all notification channels in your account: Go to, in the top nav click Alerts & AI, then click Notification channels.

Add or remove notification channels

To set up a new notification channel:

  1. On the Notification channels, click New notification channel.
  2. Select the type of channel and complete other required steps for it.

To add or remove a notification policy or channel:

  • Select a specific notification channel, select Alert policies, and add or remove a policy.


  • Select a specific policy, select Notification channels, and add or remove a channel.

Instructions for specific notification channels

These are the available notification channel types.


For your convenience, we automatically load all users and their email addresses for the selected account. If your account has one or more sub-accounts, the notification channel includes only users for the currently selected master or sub-account.

Use the User notification channel to select existing account team members and admins. To view the Users list or to add users to alert policies: Go to, in the top nav click Alerts & AI, then click Notification channels.

A user channel also sends push notifications to any of the user's registered mobile devices. A device is registered if the user has logged into New Relic using the mobile app on the device.


We automatically add every individual and their email address on the selected account to the User notification channel and you can select them there. You don't need to add existing New Relic accounts to the Email channel.

To add an email channel for other users, follow these guidelines:

Field Description
Email (required)

In general, use the Email notification channel to identify user emails or email aliases that are not already on the selected account. For example, if you have a email alias for your DevOps team, add the email alias to the Email channel. Otherwise, use the User notification channel to select specific users on your DevOps team.

For easier maintenance, add a single non-user email address or alias to a single alert notification channel. If you want to use the email channel for more than one email, create an email group or alias outside your account. These email addresses can be the same as or different from email addresses already on your account.

Users can unsubscribe from general (non-alerts-related) emails, but they cannot unsubscribe from alerts email notifications. Instead, the account Owner, Admin, or add-on manager must remove users from the policy's email notification channel.

Include JSON attachment (optional) To include a JSON attachment with the email notification, select this checkbox.

You must have an existing OpsGenie account integrated with New Relic in order to provide the following information:

Field Description
Channel name (required) A meaningful name for the OpsGenie notification channel (maximum 64 characters).
API key (required) The API key generated from your OpsGenie integration used to authenticate API requests.
Teams (optional) List of team names that are responsible for the alert. OpsGenie runs team escalation policies to calculate which users will receive notifications.
Tags (optional)

A comma-separated list of labels attached to the alert.

To overwrite the OpsGenie Quiet Hours setting for urgent alerts, add an OverwriteQuietHours tag.

Recipients (optional) One or more names of users, groups, on-call schedules, escalation policies, etc., that OpsGenie uses to calculate where to send notifications.

You must have an existing PagerDuty account in order to provide the following information:

Field Description
Service name (required) The name of your service integrating with PagerDuty for notifications.
Integration key (required) The unique service identifier used by PagerDuty's Integration API to trigger, acknowledge, and resolve incidents for the service.

Before adding Slack notifications, you must create a unique webhook integration using Slack's New Relic integration. If you want web, transaction, server, and mobile alerts to be posted in separate channels, you must set up separate integrations for each one.

Field Description
Channel name (required) A meaningful name for the Slack notification channel (maximum 64 characters); for example, Network Ops Center.
URL (required)

Copy and paste the New Relic webhook integration URL that you've set up with Slack. For example:

Be sure to include https:// in the URL. Do not use http://.

Team channel (optional) If used, include # before the name of the Slack channel where alert notifications are sent; for example, #NOC.

You must have an existing VictorOps account in order to provide the following required information:

Field Description
Channel name (required) A meaningful name for this notification channel (maximum 64 characters). For example, if the VictorOps Route key is for your Technical Support team, you could name this channel Tech Support - VictorOps.
Key (required) VictorOps generates a unique key for each account. It maps the VictorOps account to its associated integrations.
Route key (optional) This key maps the alert or incident to a specific team.

Webhooks are HTTP POST messages containing JSON documents delivered to a destination URL. When an incident is opened, acknowledged, or closed, our webhook feature sends a message to your URL with any relevant information, such as a description of the event and a link back to New Relic. You also have the option to customize the payload in the POST message for further integration into your system.

If your endpoint does not acknowledge the POST request within 10 seconds, the Alerts UI may indicate a failed notification event for the related incident.

Before adding webhook notifications, you must have an endpoint set up to respond with a status code between 200 and 206 after receiving the following required information:

Field Description
Channel name (required) A meaningful name for the webhook (maximum 64 characters).
Base url (required)

The endpoint that will receive the POST message and trigger customized behaviors in your system.

If you want to include a port number in the webhook URL, make sure the port is available for requests. Otherwise the webhook will not work.

Basic auth (optional)

To require basic authentication for the webhook, select Add basic auth, and provide the user name and password to authenticate the webhook.

Custom headers (optional) To include headers with webhooks, select Add custom headers, and provide the name and value for each header.
Use custom payload (optional)

To use the default values, leave blank. To view and edit the default values, select Add custom payload.


(for custom payloads only)

Your customized POST message code. This field includes:

  • A list of variables you can use
  • Syntax highlighting, based on payload type

Payload type

(for custom payloads only)

Specify the message format: JSON (default) or Form.

You must have an existing xMatters account in order to provide the following information:

Field Description
Channel name (required) Name your channel so you can identify it easily when associating it with a policy.
Integration url (required) The unique integration url provided by xMatters pointing to your xMatters account.

Receive mobile push notifications

In order to receive mobile push notifications, your device must be registered and listed in (account) > User preferences. If the device is not listed in User preferences, log out of the app, log back in, and check again to see if it is listed.

To receive mobile push notifications:

  1. Log in to your New Relic account via the mobile app at least once to ensure the device is registered.
  2. Add the user channel to the alert policy.
  3. Switch push notifications On for the device.

Acknowledge alert notifications

Anyone in your account can acknowledge notifications through the user interface or email notification.

Acknowledging an incident in New Relic also acknowledges any associated incident in PagerDuty.

For more help

If you need more help, check out these support and learning resources: