Create and define additional recipients for a Virtual Agent notification to be delivered on chat channels or messaging channels.

Before you begin

Role required: admin

About this task

  • The admin can define recipients under the Additional Recipients related list for messaging channels.
    Note: Selecting the channel (chat channel or messaging channel) is a prerequisite to defining the content for the notification.
  • The admin can define recipients under the Additional Recipients related list for chat and messaging channels using a dynamic condition.

Procedure

  1. Navigate to All > System Notification > Provider > Notifications and select the notification that you want to create additional recipients for.
  2. In the Additional Recipients related list, click New.
  3. On the form, fill in the fields.
    Table 1. Additional Notification Recipients form
    Field Description
    Notification Identifier of the notification.

    The notification name is auto-populated.
    Recipient Table The scope of the recipient record for the notification.

    The Recipient Table field is auto-populated with the user [sys_user] as the default value.
    Application The scope of the recipient record.
    Active Option to activate the notification for the defined additional recipients.
    Static Recipients Names of the recipients from the scope of the selected recipient table.
    Dynamic Recipients
    Dynamic Conditions Dynamic filter conditions for the defined recipients.

    The dynamic condition is applicable for both messaging and chat channels.

    This dynamic condition enables you to define the recipients list for a group of users to send a notification.

    Click the refresh icon () next to the records match condition link to update the exact number of records matching the latest filter condition. By default, it shows the total number of records in the current table.
    Note: Only one active record can be added for a particular recipient table. If you want to add another record for the recipient table, you must deactivate the current record.
  4. Click Submit.