Adding actions to send notifications

You can add an action to send a notification if the rule criteria are met for the related rule.

A notification is a message that alerts a user to changes to information in NexJ CRM that are relevant to them. For example, a user can receive a notification of changes to a lead that they own or to a contact that they cover. A user can also receive a notification when they are assigned a service request.
Note: A message is a communication between users within a conversation.
Note: You require the appropriate user options to use notifications. If you are unable to access notification features, contact your system administrator.

You can configure notifications for delivery to the notifications stream in the Notifications sidebar in NexJ CRM and the email address associated with a user. Specify recipients by role, or by selecting specific users or user groups.

You can also include values from a changed field into a notification message. For example, you can include the start date and time for a schedule item that has changed in a notification using the ${startTimeFormatWithTimeZone} token, as shown in the following example:

The meeting start time has been changed to ${startTimeFormatWithTimeZone}.
Note: For more information on available notifications tokens, see Tokens for notification messages.

You can add quick responses to a notification. Quick responses enable users to take an action directly from a notification, rather than by navigating to a record in NexJ CRM.

Note: For more information on quick responses, see Adding quick responses to a notification.

To add a send notification action:

  1. Navigate to the Customize workspace.
  2. In the Rules tab, select the rule in which you want to add a send notification action.
  3. In the Actions tab, click the Add button and select Send Notification.
    The Add Send Notification Action dialog opens.
  4. In the Details tab, do the following:
    1. In the Execution area, select one of the following options to define when the rule executes:
      Immediate
      Performs the action immediately after rule criteria is met.
      Time based

      Performs the action relative to a date or time field for the subject area.

      To specify the time, in the Time based fields, define the number of days or hours before or after a time field that is specific to the subject area. For example, for an opportunity, specify 10 Days Before Expected Close Date.

      Note: Before you can create a time-based action, you must specify both creation and modification triggers for the rule that contains the action.
    2. Enter a description for the notification.
      Note: Users can see descriptions for turned-off notifications in the Notifications tab in the User Preferences dialog under the Options menu.
    3. To make the notification mandatory for users, select the Mandatory checkbox.
      Note: Users cannot unsubscribe from mandatory notifications.
  5. In the Channels & Messages tab, specify delivery channels for notifications and define notification message contents:
    1. In the Channels area, select the delivery options you want the notification to use:
      • To deliver notifications to the notifications stream in NexJ CRM, select Notification Stream.
      • To deliver notifications to the email specified for a user in NexJ CRM, select Email.
      • To deliver notifications to both the notifications stream and the email specified for a user, select Notification Stream and Email.
      Selecting Notification Stream makes the Notification Stream Message field available. Selecting Email makes the Email Subject and Email Body fields available.
    2. In the Locale field, select the locale in which to create the notification message.
    3. In the Notification Stream Message field, enter the notification message that users will receive in the notifications stream. You can use tokens in the notification message.
      Note: Notifications can display a maximum of 255 characters. If you enter more than 255 characters, notifications are truncated in the notification stream. The maximum character limit can also be exceeded when tokens are interpreted, for example, when the ${assignToCaption} token is replaced with multiple user names.
    4. To define the notification messages that users will receive by email:
      1. In the Email Subject field, enter the subject for the email notification that users will receive.
      2. In the Email Body field, enter the notification message that users will receive by email. You can use tokens in the body of email notifications.
  6. In the Recipients tab, define which recipients to send notifications to:
    1. To allow the user who creates or modifies a schedule item or task to control notification recipients:
      In the Recipients area, select any of the following options:
      • Select Allow users to remove recipients to allow the user to remove recipients from a notification.
        Note: Support for this feature has been deprecated. Before enabling the associated user option, consult with NexJ support.
      • Select Allow users to add additional recipients to allow the user to add recipients to a notification.
        Note: Support for this feature has been deprecated. Before enabling the associated user option, consult with NexJ support.

      • Select Only include users in the creator's region to restrict notifications to users with the same coverage region as the user who creates or modifies information in a field.

        For example, if a user who belongs to the United Kingdom coverage region modifies a schedule item for a contact that they cover, a notification is sent only to other users who also belong to the region.

        Note: To restrict notifications by region, your system administrator must first enable the Enable Regions for Notifications user option using NexJ Admin Console.
    2. Specify who will receive a notification when the rule criteria is satisfied:
      • If you want to specify recipients by role:
        1. Click the Select button to the right of the word "Roles". The Field Picker dialog opens.
        2. In the Type column, select the subject area to define recipients for. For example, select Schedule Item.
        3. Select further recipient criteria in the remaining columns, then click OK. For example, to define the coverage team associated with a schedule item as recipients, select Schedule Item from the Type column, and For Contacts and Coverage Team from the Name columns.

          The Field Picker dialog closes.

      • If you want to define specific users as recipients:
        1. Click the Select button to the right of the word "Users". The Select User dialog opens.
        2. Select the user you want to define as a recipient, then click OK. The Select User dialog closes.
      • If you want to define the members of one or more user groups as recipients:
        1. Click the Select button to the right of the word "Groups". The Select User Group dialog opens.
        2. Select a user group from the list. Then click OK. The Select User Group dialog closes.
  7. Click OK.
    The Add Send Notification Action dialog closes.
The notification action displays in the list of actions.