Configuring notification using Proactive Engagement

  • Release version: Xanadu
  • Updated October 30, 2024
  • 1 minute to read

    • Notification is a type of engagement where you can notify the user and do not need any user interaction.

    Before you begin

    Role required: admin

    Notification type of engagement is available only for self-help instructions and URL type of resolution currently. The user is notified through the Virtual agent integrated with the messaging application. The experience issue is closed once the notification is sent to the user.

    To create the Notification metric rule, follow the instructions (step 1 to step 8) listed in the Configuring Proactive Engagement resolutions with DEX.

    Procedure

    1. Select the option self-help instructions or URL from the Resolution type drop-down.
      Enter the self-help instructions or the URL according to the use case.
    2. Select Continue to Engagement Settings.
    3. Select the option Notification under Does this issue type require user engagement?
      Note:
      The option Virtual Agent is selected by default as the notification channel.
    4. Select Add Resolution.