Manage notification settings and templates
As customers attempt to engage with your organization across different channels, conversation requests are created and directed to available representatives. After the system has identified a representative, it sends a notification to the representative. A notification is a visual alert that appears each time you get a chat or text conversation request from a customer. The notification includes details about the customer whom you are interacting with. When you accept the request, a session is started, and you can view the contextual information of the customer and case on the Customer Summary page.
Scenarios where you might receive notifications include:
Incoming chat, text, or social channel conversation.
Conversation being transferred to you from another representative.
Conversation being escalated to you from another representative or a bot.
The following image shows examples of two different notifications from different channels.
The first image is a notification coming from an identified existing customer from text message. The second is coming from an unidentified user over a chat channel. Each organization has varied business requirements and wants the notifications to show relevant information to the representatives.
Like session and application tab templates, you can use the existing included notification templates or create your own. A notification template is a combination of notification-related reusable information. It's used to configure what information needs to display to the representatives and supervisors for:
An incoming conversation.
An escalation.
A transfer.
A consult.
Included notification templates
When your organization uses Contact Center, you're provided with multiple included notification templates that you can use in your environment. Depending on whether a customer is authenticated or not, different authenticated and unauthenticated templates are available. For example, if a customer is signed in to your company's support portal and then initiates a chat conversation, the notification message includes customer details. If they aren't signed in to the portal, no customer information is included in the message.
The templates included are described in the following table.
| Channel or Entity | Consult | Authenticated | Unauthenticated | Transfer |
|---|---|---|---|---|
| Chat | Chat - consult - default | Chat - incoming authenticated - default | Chat - incoming unauthenticated - default | Chat - transfer - default |
| Custom messaging | Custom messaging - consult - default | Custom messaging - incoming authenticated - default | Custom messaging - incoming unauthenticated - default | Custom messaging - transfer - default |
| Facebook - consult - default | Facebook - incoming authenticated - default | Facebook - incoming unauthenticated - default | Facebook - transfer - default | |
| LINE | LINE - consult - default | LINE - incoming authenticated - default | LINE - incoming unauthenticated - default | LINE - transfer - default |
| SMS | SMS - consult - default | SMS - incoming authenticated - default | SMS - incoming unauthenticated - default | SMS - transfer - default |
| Microsoft Teams | Teams - consult - default | Teams - incoming authenticated - default | Teams - incoming unauthenticated - default | Teams - transfer - default |
| Twitter - consult - default | Twitter - incoming authenticated - default | Twitter - incoming unauthenticated - default | Twitter - transfer - default | |
| WeChat - consult - default | WeChat - incoming authenticated - default | WeChat - incoming unauthenticated - default | WeChat - transfer - default |
You can't customize these notification templates. If you want customized notification messages, you need to create your own custom templates.
Create a notification template
You can create new notification templates in the Customer Service admin center app. Under Workspaces, select Manage next to Notification templates. Select the New button on the command bar to create new notification templates.
The notification template includes the following items:
Name - Defines the name of the notification.
Unique Name - A unique identifier in the
<prefix>_<name>format.Title - Defines the title of the notification that is displayed to representatives in the UI at the runtime, such as New incoming chat conversation.
Icon - Specifies the path to the web resource to use for the notification icon, such as
/webresources/msdyn_chat_icon_zfp.svg.Show Timeout - Specifies if a countdown timer should be displayed to the user that defines when the notification expires.
Timeout (seconds) - Defines the duration of the timeout counter.
Auto-assign work items - Specifies if items should be auto assigned to technicians.
Accept Button - Defines the text to display on the text button.
Show Reject Button - Specifies if the Reject button should be displayed to representatives. If it's set to Yes, you can modify the text that's displayed.
Show Desktop Notifications: Defines if you want to display notifications to the representatives when the Contact Center app is out of focus.
Notification fields
After you initially save the notification template, the Notification Fields section appears on the page.
A notification field is used to display contextual information in a notification. For example, if you want the notification to display the name of the customer who's requesting to chat, create a notification field that defines what data to populate. You can define which notification fields that you want to use for this template by selecting the Add Existing Notification button. This selection opens a lookup window where you can add existing notification fields or a new field if needed.
When defining a notification field, you need to specify the following parameters:
Name - Defines the name of the notification field.
Unique Name - A unique identifier in the
<prefix>_<name>format.Title - Defines the title of the notification field.
Value - Specifies the value that is presented to the representative at runtime, such as {customerName}.
In the preceding example, {customerName} is entered in the Value field. This entry is referred to as a slug. A slug is a replacement parameter that's populated at runtime based on context variables. In this instance, {customerName} is replaced with the name of the customer who initiates the chat conversation, such as Kenny Smith.
The following table provides a list of slug entries that are available.
| Slug | Description |
|---|---|
| {customerName} | Name of the customer who initiates the conversation. |
| {caseId} | GUID of a case. The case ID is displayed only if a case is linked to the conversation. |
| {caseTitle} | Title of the case. The title of the case is displayed only if a case is linked to the conversation. |
| {queueId} | GUID of a queue. |
| {visitorLanguage} | The language in which the customer initiates the conversation. |
| {visitorDevice} | The device of the customer who initiates the conversation. |
| {entityRoutingLogicalName} | Name of the entity if the notification is for entity records. |
| {entityRoutingRecordId} | GUID of the entity record if the notification is for entity records. For more information, see Entity records routing in docs. |
| {customerEntityName} | Name of the entity (contact or account entity) if the customer is authenticated. |
| {customerRecordId} | GUID of the entity (contact or account entity) if the customer is authenticated. |
| {name of the prechat survey question} | All prechat survey questions that are configured for a workstream can be used as the slug. The format is same as the question. |
After you add all the notification fields that you want to include in the template, they populate when the notification appears if data exists for those values.
Now that you have learned about the different templates that you want to use, the last step is to ensure that they're being used appropriately. Do so by assigning them to the appropriate workstreams.