Send notifications to an agent or a small group of agents when there are updates to important records.

Before you begin

Role required: workspace_admin or notification_provider_admin

About this task

When you configure a workspace notification, you determine the following:
  • Who receives the notification
  • When users receive the notification

The information that is displayed in each notification follows a default format that you can't configure. For more information on the default formats, see Default notification formats.

Procedure

  1. Navigate to All > System Notification > Provider > Notifications, and then click New.
  2. On the form, fill in the fields.
  3. Click Submit and Add Common Content.
  4. Select Workspace as the content type for your notification.
    Select a type of notification content
  5. On the form, fill in the fields to define the notification content.
    Table 2. Notification form
    FieldDescription
    Name Name of the notification.
    Notification Notification that is associated with the content. This field is populated automatically with the notification that you created.
    Table Table to receive notifications about. This field is populated automatically with the table defined in the notification.
    Route Route through which the notification is sent to the recipient. This field is automatically populated with Agent Workspace.
    Application Application scope of the notification content.
    Active Option to activate the notification content.
  6. Click Submit.

Result

After the notification is triggered, it is sent to recipients who aren't currently looking at the target record. A user clicks the notification to link directly to the record.

Example notification

The notification tray can contain up to one notification per record. If the same record is updated twice in one day, the first notification is removed with the arrival of the second notification.

Users can customize their notifications using the workspace settings. These options appear only after you've configured an active notification.

Notifications settings

If a user isn't receiving notifications as expected, check that notifications are enabled in the workspace settings.

Note: For more information about sending notifications to all available agents on the workspace, see KB0993567: How to send a notification to all available agents on workspace at the same time for a new chat.

What to do next

Select a component from the list to set it up.

Record view