Create a provider notification
Execute the following steps to create a provider notification for Virtual Agent and Workspace providers.
Before you begin
Enable the notifications for the WhatsApp channel. For more information, see Enable WhatsApp channel notifications.
Role required: admin
Procedure
Navigate to All > System Notification > Provider > Notifications and select New.
On the form, fill in the fields.
| Field | Description |
|---|---|
| Name | Name of the notification. |
| Application | Application scope 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 send the notification after a record is changed or after an event is triggered. |
| Table | Table to receive notifications about. |
| 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. Note: You can select only an event that shares the table as the notification. 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.Note: Notifications in messaging channels are sent only to users with ServiceNow accounts (sys_user profiles). Consumers and customer contacts are considered as guests and can’t receive notifications in messaging channels. |
| Recipients in fields | Record fields that include users who receive the notification. For example, to send the notification to the record assignee, select Assigned to.Note: This field shows up only if you select a table. |
| Is originating user included? | Option to include the user who changed the record or triggered the event. |
| Event Parm1 contains recipient\(s\)? | Option to select if Parm 1 contains a list of comma separated sys\_ids |
| Event Parm2 contains recipient\(s\)? | Option to select if Parm 2 contains a list of comma separated sys\_ids |
| Resolve Parm1 recipients from table | Table that is used to resolve the sys_id of the recipientNote: This field appears only when you select Event parm 1. |
| Resolve Parm2 recipients from table | Table that is used to resolve the sys_id of the recipientNote: This field appears only when you select Event parm 2. |
| Advanced event condition | Option to select when the recipients are from more than 2 tables. These are dynamic conditions. |
Select Submit.
Note: Use the Submit button for Virtual Agent notifications. The Submit and Add Common Content button is for other use cases.
All the validation messages given by different providers are retained. Warning messages of one provider isn’t overridden by warning messages of another provider.
Parent Topic:Using Conversational Integration with WhatsApp (WhatsApp Cloud API)
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