How to set up VA notification for web chat client

[Yasmin]

I'd like to create a notification in virtual agent for a specific population about a specific event. However, when following the instructions on the prod doc Set up Virtual Agent notifications for the web chat client it indicates that I must select a table. Not sure what table to choose from if my notification is a 1 time event, say covid-19, for example, or a notification about deadline to enroll for benefits. These are business required notifications and are not coming from a table like a case or incident would. 

Is there a way to setup a notification without having to select from a table. Otherwise, if a table must be selected, what table should I use for this purpose?

Thanks.

[Mark Roethof]

Hi Yasmin,

Are you after the Notifications in the docs page you mentioned, or are you after different notifications? Like for example sending an email?

If it concerns sending an email, have a look at this article which I wrote a while back. Contains an example of how to accomplish this:
Calling Events, REST, Flow Designer, Workflows through Virtual Agent

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Yasmin]

Hi Mark,

We are looking into generating a notification within the VA UI, not email. I was trying to create a notification as per the instructions to see how it works. Problem is that I can't even follow the instructions because System Notification > Provider > Notifications is not coming up in the navigation filter. I have admin role. Maybe there is a previous step/configuration that needs to happen. Will check further on that with our developers...

What I understand is that there are 2 types of notifications we can configure:

1) Send a notification via VA when a SN record is updated (e.g.: when a case or incident is updated/closed, etc)
2) Send a notification via VA by displaying a message (e.g.: a simple message that is not related to an SN records, such as a reminder to update pwd, a reminder to enroll in benefits).

We'd like to test how to do both types of notifications so we identify the righ use cases for our business to adopt.

Thank you. 

[Mark Roethof]

Ah oke. So you don't have this?

Though this just opens the sys_notification table.

So even if the module is missing, just go directly to the sys_notification table or use sys_notification.list in the filter navigator.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Mark Roethof]

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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LinkedIn
Community article list

[Mark Roethof]

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

---

LinkedIn
Community article list