Dealer Alerts — a guide for dealership admins

Dealer Alerts tells you when something breaks at one of your venues, without anybody having to call you. A card batch fails to settle, a kitchen printer stops, the Wi-Fi drops the handhelds mid-service — NX notices, and emails whoever on your team should know.

You decide who hears about what. This guide covers setting that up, reading the alerts that come in, and silencing the one device that will not stop crying wolf.

Where to find it: the NX Portal → Dealer Alerts, with your dealership selected in the context picker at the top. Subscriptions belong to a dealership, so if you manage more than one, each has its own setup.

Contents

1. What it does, and what it doesn't
2. Before you start
3. The page at a glance
4. Subscribing your team
5. Set it up with Nexy (fastest)
6. Common setups, step by step
7. Reading an alert
8. Silencing a device that won't stop
9. Managing suppressions
10. What can fire — the alert list
11. Troubleshooting
12. Good to know

1. What it does, and what it doesn't

It does: watch your venues for a curated set of business-impacting problems, and notify the people you nominate.

It does not: replace the Venue Support page. Alerts are a push — they find you. Venue Support is a pull — you go and look. Use alerts to learn that something is wrong; use Venue Support to dig in.

Alerts are rate-gated, not per-event

This is the single most useful thing to understand. NX does not email you every time a printer hiccups — a busy venue produces thousands of transient errors a week and every one of them is normal.

Instead each alert has a threshold and a window: "fifteen print errors within thirty minutes at one venue." Below that, nothing happens. That is deliberate, and it is why an alert arriving means something.

The consequence: a single one-off failure usually will not alert you. Alerts catch sustained or genuinely serious problems, not every blip.

You will not get the same alert twice in a row

Every alert has a quiet period after it fires (30 minutes to 12 hours, depending on the alert). A problem that is still happening sends a reminder at most once per period, rather than every few minutes.

2. Before you start

Three things need to be true.

1. You need a dealer record on the dealership. Dealer Alerts only ever shows you your own dealership's venues and people. If the page says "No dealership selected", pick one in the context picker. If it will not let you, you are not registered as a dealer on it — ask NX.

2. The people you want to notify need contact details on file. A rule that emails somebody with no email address on file will never deliver. The page tells you when this is the case rather than letting you find out the hard way — see §11.

3. Someone has to be on the dealership. Alerts go to dealers, not to venue staff. Venue managers do not receive these.

Two things to know about today's state

Every dealer alert is email-only right now. The rule editor offers SMS and Push because the plumbing for both exists, but none of the current alerts are configured to send over them. If you pick SMS or Push, that part of the rule delivers nothing until NX enables the channel on the alert itself. Use Email.

Alerts are in observation mode. Every alert is currently in shadow mode: NX evaluates it fully, records it, and reports it internally — but does not email dealers yet. This is on purpose, so thresholds can be checked against reality before anyone's inbox depends on them. You will see alerts appear in the Alerts tab marked Not sent (shadow). Setting up your rules now is still worth doing: they take effect the moment an alert is switched live. Ask NX where a given alert stands.

3. The page at a glance

Four figures across the top, then three tabs.

The four figures

The three tabs

• Dealers — one row per person, and what each of them receives.
• Alerts — everything that has fired, newest first. Click one for the full story.
• Suppressions — devices you have silenced. Loads when you open it.

The window dropdown in the toolbar (48 hours / 7 days / 30 days) controls the Alerts tab and three of the four widgets.

4. Subscribing your team

Open the Dealers tab. Everybody on the dealership is listed whether they are subscribed or not — that is the point, because the row worth acting on is the one that says Not subscribed.

Click a person to see and edit what they get.

The two kinds of rule

This distinction matters more than any other setting on the page.

A personal rule applies to one dealer. It appears under Their own rules.

A dealership-wide rule applies to everybody, including people you hire next year. It appears under Dealership-wide rules on every dealer's panel, drawn with a dashed border.

Editing or deleting a dealership-wide rule from one person's panel changes it for everyone. The panel says so, and so does the delete confirmation. Read it before you confirm — the row you clicked from looks personal, and it is not.

For most dealerships the right setup is one dealership-wide email rule for everything, plus a personal rule or two for whoever owns a specific area.

Creating a rule

New Rule in the toolbar, or Add a rule for _____ inside somebody's panel.

Severity, in practice

Each alert is Info, Warning, or Critical — fixed by NX, not by you. A minimum severity is a floor:

• blank — every alert you have subscribed to.
• Warning — skips Info.
• Critical — only the worst: failed settlements, wrongly charged guests, lost third-party orders.

See §10 for which alerts sit at which level.

Editing, pausing, deleting

Each rule has three controls: pause/resume, edit, delete. Pausing is the safe choice when you are not sure — the rule stops delivering but keeps its settings.

5. Set it up with Nexy (fastest)

Subscribe with Nexy in the toolbar. Describe what you want in your own words:

"Email the whole team about anything that stops us taking cards. Dana handles printers — send those to her. Everyone should get the critical stuff."

Nexy reads your dealer list and the available alerts, and drafts a set of rules. Then it shows them to you, one per line, each with a tick box.

Nothing is saved until you press Create. Untick anything you do not want, or press Rephrase to try again with different wording — your text is kept.

Nexy will not propose a channel somebody cannot receive: no SMS for a dealer with no phone on file. It tells you when it has done that, in the notes above the list.

Phrases it understands

6. Common setups, step by step

"Just make sure we hear about problems"

1. New Rule
2. Who: All dealers in dealership · Which: All alert types · Channel: Email · Severity: blank
3. Create

One rule. Everybody, everything. Start here and narrow later.

"Only wake us for the serious stuff"

Same as above, but set Minimum severity → Critical. You will get failed settlements, wrongly charged guests and lost third-party orders, and nothing else.

"Dana owns printers, Sam owns payments"

Two personal rules:

1. Dana · Kitchen printing failing · Email
2. Sam · Credit batch settlement failing · Email

Then add a dealership-wide All alert types rule with Critical severity so nothing serious depends on one person reading their email.

"Our newest tech should get everything while they learn"

A personal rule for them: All alert types, Email, severity blank. Delete it when they are up to speed — it does not affect anybody else.

"Stop alerting us about that one broken KDS"

That is not a subscription change — see §8.

7. Reading an alert

The Alerts tab lists everything that fired: when, how bad, which alert, which venue, what crossed the threshold, and whether it was delivered.

The Delivery column is worth learning:

Click any row for the full panel:

• What fired — venue, timestamp, and the trigger in plain terms ("12 in 15 min (threshold 5)").
• Devices involved — for device-related alerts, exactly which devices, worst first. This is where you suppress one (§8).
• Who was told — every delivery attempt, who, which channel, what happened.
• Raw diagnostics — the underlying detail. Useful when you are on the phone with NX.
• For support — copy buttons for every id. Quote these in a ticket.

8. Silencing a device that won't stop

Some devices flap constantly and cannot be fixed today. A kitchen display on a bad wireless run drops off every few minutes; the install needs rewiring and that is next month's problem. Meanwhile it generates a network-instability alert all afternoon, every afternoon, and your team learns to ignore alerts.

Suppress that device. Not the venue, not the alert type — the one device.

How

1. Alerts tab → click the alert it caused.
2. Find it in Devices involved. The noisiest is at the top.
3. Suppress.
4. Optionally add a reason — "known bad install, awaiting rewire". Your future self will thank you.
5. Suppress to confirm.

The device row goes dashed with a Suppressed chip. Hover it for who suppressed it, when, and why.

What suppressing actually does

The device is excluded from the alert entirely. It stops counting toward the threshold.

If that device was the only one misbehaving, the alert stops firing altogether. It does not fire quietly in the background — it does not fire.

If two devices are flapping and you suppress one, the alert still fires on the other. That is the point: you have removed the known-bad noise and kept the signal.

What it does not do

• It does not touch the device, its data, or anything on the POS. Alerting only.
• It does not remove past alerts. The Alerts tab still shows what fired before you suppressed.
• It does not affect other devices at that venue.
• It does not affect the same model at another venue. Suppression is per device, per venue.

Choosing the scope

The dialog offers this alert (default) or every alert.

Stay with this alert unless you have a reason. It is narrower and easier to reason about later. The device keeps contributing to everything else, so if it starts failing in a different way you will still hear about it.

Use every alert for a device that is comprehensively broken — decommissioned, in a drawer, awaiting replacement. The dialog warns you that this includes alerts added in future, which is exactly why it is the wider choice.

9. Managing suppressions

A suppression that works makes its own alert disappear, which makes it easy to forget. The Suppressions tab is the list that does not depend on anything having fired.

Venue, device, scope, reason, and when. The Scope column shows amber for the ones silencing all alerts — the wider blast radius.

Lifting one

Click the bin icon → Resume alerting. The device starts counting again from that moment. It will alert on the next window in which it crosses the threshold.

You can also lift one from the alert panel with Unsuppress. If the suppression covers all alerts, the confirmation says so — resuming there resumes everything for that device, not just the alert you happen to be looking at.

Review these periodically

A suppression has no expiry. A device silenced for a rewire that happened in March is still silenced in December, and you will not hear about it when it fails for a new reason. The Reason and Since columns exist to make that review possible, which is a good argument for always filling in a reason.

If the tab reports "N venues could not be read", the list is incomplete — some suppressions may be missing. Reload. If it persists, tell NX.

10. What can fire — the alert list

These are the alerts you can subscribe to. All of them are per venue.

Money — you want these

Orders — lost revenue

Service — the kitchen and the floor

End of day

Not in this list

Some problems are platform-wide rather than venue-specific — the payment processor kill switch, an API fault, the telemetry pipeline stopping. Those route to NX's own on-call, not to dealers, because the answer is never something a dealer can action. You cannot subscribe to them, by design.

11. Troubleshooting

"I set up a rule and I'm not getting emails"

Work down this list:

1. Is the alert live yet? Everything is in observation mode today (§2). Check the Alerts tab: if the row says Not sent (shadow), your rule is fine and the alert simply is not sending to dealers yet. Ask NX.
2. Did anything actually fire? Check the Alerts tab over 30 days. No rows means no problems crossed a threshold — that is good news, not a broken rule.
3. Did it fire but say "No recipients"? Your rule does not cover that alert. Check the alert type and the severity floor.
4. Is the rule enabled? A paused rule shows a grey Disabled chip.
5. Did you pick SMS or Push? Those deliver nothing today (§2). Add Email.
6. Is your email on file? See below.
7. Is the device suppressed? Check the Suppressions tab — a suppression is the intended way to stop alerts, and it works.

"A channel shows red on the Dealers tab"

The person has no address for it — no email address, no phone number, or no mobile app. The rule exists and that part of it will never deliver. Either get their details onto their dealer record, or edit the rule to a channel they can receive.

"A delivery says Suppressed"

Different from a device suppression. It means the alert was held back for that person at that moment — normally a quiet-hours window on their subscription. The alert fired; it just was not sent to them.

"Access denied" / "not a member of this venue's dealership"

You are looking at a venue outside your dealership. This is a real permission boundary, not a glitch — NX checks it on every request. If the venue genuinely is yours, its dealership link is missing; tell NX.

"The alert count says 1000+"

More alerts than the page will list at once. Narrow the window to see them all.

"I suppressed a device and the alert fired again"

Expected if another device at that venue is also misbehaving — the alert is per venue, and suppression is per device. Open the alert: the device you suppressed will be dashed out, and you will see which other one triggered it.

12. Good to know

• Rules are per dealership, not per venue. A rule covers every venue you manage. Suppressions are the exception — those are per venue, per device.
• Dealership-wide rules cover future hires automatically. Somebody added to the dealership next month is covered by them from day one, with nothing to remember.
• Re-creating a rule updates it rather than duplicating it. Same for suppressions — re-suppressing the same device and scope just updates the reason.
• Suppression is forward-looking. It never rewrites history. Past alerts stay in the Alerts tab.
• Severity is set by NX, not by you. You choose a floor; you cannot promote or demote an alert.
• Thresholds and windows are tuned by NX. If an alert is too noisy or too quiet for your estate, say so — they are adjustable without a software release.
• Every id on the alert panel has a copy button, and every table row offers Copy ID on right-click. Quote those in a support ticket and NX can go straight to the record.
• Alerts do not replace monitoring. They tell you when something crosses a line. The Venue Support page is where you go to look at a venue's health directly.

Questions, or an alert that is firing too often or not often enough? Contact NX support with the alert name and the venue — or the Alert ID from the panel, which is faster.