Configure agent messages and notifications

Updated Monday, October 26, 2026 · Marc Staine

Messaging & notifications creates time-sensitive content for agent or community feeds. Feed visibility and the alert sent at creation are separate behaviors, so choose scope and timing with care.

Applies to: Supportbench Core. Location: Settings → Configuration → Messaging & Notifications. Access and editable controls depend on the relevant administration permissions.

Before you begin

Confirm your permission and identify the people or records affected.
Record current values before changing configuration used by other features.

Configure and verify

Prepare a short operational notice with a clear expiry.
Choose the intended feed audience and review all-account alert behavior.
Create it at an appropriate time, then inspect its feed visibility.
Verify the saved expiry and remove or update obsolete content through the normal controls.

Settings reference

Message details and audience

Setting	What it controls	How to choose
Name	Internal name, up to 50 characters.	Use a recognizable subject.
Type	Message or Notification. Notifications leave this list after creation and clear after agents view or dismiss them.	Choose persistent feed content or a dismissible notification according to the purpose.
Priority	Importance; blank uses Medium.	Reserve high priority for messages requiring prompt attention.
Expiry	Optional end time. New blank means no expiry; clearing an existing value preserves its current expiry.	Choose a definite expiry for temporary information and verify the saved value.
Community message	Shows the message in the community feed; a saved Team value is retained.	Review customer-facing wording before enabling.
Team	Limits feed visibility through the Team hierarchy.	Choose the intended feed audience, but do not assume it limits creation alerts.
Content	Formatted message body.	State the action, affected audience and timing clearly.
Audit	Original creator and latest modification.	Use it to trace changes to an active message.

Behavior to know

Creating any message alerts active agents across the account. Team and Community settings limit feed visibility, not creation-alert recipients.

Recommended use

Keep configuration names and descriptions clear for the people who will maintain them.
Review related workflows, reporting and permissions before changing shared configuration.

Worked example

Prepare a short operational notice with a clear expiry.
Choose the intended feed audience and review all-account alert behavior.
Create it at an appropriate time, then inspect its feed visibility.
Verify the saved expiry and remove or update obsolete content through the normal controls.

Troubleshooting

Problem	What to check
The item is missing from a picker.	Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.	Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.	A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.

Organization → Configure agent roles and division access
Configuration → Configure workflows and automation

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