Notifications are alert messages that inform users about an event’s status. They can be sent via email, SMS, or voice and allow users to acknowledge the event directly from these channels. Notification templates can be created for Process Definitions and escalated based on predefined rules. When these rules are met, notifications are sent to users, groups, or rosters.

Notification preferences, priority, and templates are fully customizable. You can configure the content of each template type (email, SMS, voice) and include custom tokens to personalize notifications.

You can create the following types of notification templates:

• Email: Specify the content to be sent via email notifications.
• SMS: Define the message for text notifications.
• Voice: Create a template for automated voice message notifications.

You can use these created notification templates in Process Definition, as Send Task. See Process Definition document for more details.

Notification Template Listing page

1. To select your client, navigate to All Clients, and click the Client/Partner dropdown menu.
   Note: You may either type your client’s name in the search bar or select your client from the list.
2. Navigate to Setup → Account → Notification Templates.
3. Click the Process Definition tile.
4. The process definition listing screen is displayed with the following information:

Set Notification Preferences

The SMS and Voice notification feature is available as an add-on for partners and clients with Event and Incident Management packages. If a partner subscribes to this add-on, it applies to all their clients. Users can set their notification preferences (SMS, Email, Voice) based on priority under their profile settings.

For example, if an administrator configures escalation notifications, users can choose to receive alerts on different channels depending on the notification’s priority.

To set up your notification preferences, follow these steps:

1. Hover over your profile in the upper-right corner and then click My Profile.

   

2. The My Profile screen appears.
3. Click the Profile Details tab and check if your mobile number is verified. If not, follow the below steps:
   • Enter your mobile number in the Mobile field where notifications should be sent.
   • Click Save, then the Verify option will appear.
   • Click Verify and enter the code sent to your mobile.
   • Click Verify again.
   • Your mobile number is now verified.

     

4. Click the Notification tab and do the following:
   • Adjust the default notification preferences as needed in Generic Notification section.
   • Select Primary Email to send notifications to your primary email.
   • Click Save to apply changes.

     

Supported countries for SMS notifications

Following is the list of supported countries for SMS notifications: