Create a notification that is sent directly to users via the Virtual Agent chatbot. The notification specifies when users receive the notification (triggers for the notification) and who receives it (recipients with and without accounts in the User [sys_user] table).

Before you begin

Role required: virtual_agent_admin or admin

Procedure

  1. Navigate to All > System Notification > Provider > Notifications and select New.
  2. On the form, fill in the fields.
    Table 1. Notifications form
    Field Description
    Name Name of the notification.
    Table Table to receive notifications about.
    Application Application scope of the notification.
    Type Type of the notification.
    Active Option to activate the notification. The notification is active by default.
    Trigger
    Triggered By System action that triggers the notification. You can choose to send the notification after a record is changed or after an event is triggered.
    Inserted

    Option to send the notification after a record is inserted.

    This field appears when you select Record Change in the Triggered By field.
    Updated

    Option to send the notification after a record is updated.

    This field appears when you select Record Change in the Triggered By field.
    Event

    Event that triggers the notification. For example, to send a notification after an incident is closed or resolved, you would select the incident.inactive event. By default, this event is logged in the system each time a user resolves or closes an incident.

    This field appears when you select Event in the Triggered By field.
    Conditions Filter to specify the table records that users receive notifications about. For example, to send notifications about top-priority incidents, you would select Incident [incident] in the Table field and set the conditions to [Priority] [is] [1 - Critical].
    Recipients
    Users Users who receive the notification.
    Add users from the static User ([sys_user] table or its extension tables) to define recipients for the notification.
    Note: You can define the recipients for notifications only for chat channels using this field.
    Recipients in fields Record fields that include recipients who receive the notification. For example, to send the notification to the record assignee, select Assigned to.

    Add recipients from the User [sys_user] table or its extension tables to trigger the notification.

    Note: You can define the recipients for notifications for both chat channels and messaging channels using this field.
    Is originating user included? Option to include the user who changed the record or triggered the event.
  3. Select Submit.
    Note: Use the Submit button for Virtual Agent notifications. The Submit and Add Common Content button is for other use cases.

What to do next