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How to Post a Message or Send a Notification

What is a Message

In Supportbench, a message is a piece of information that you want to share with the whole organization, a team, or community users via the community.

Agents who are part of the team able to view the message receive an alert on the new message as well as are greeted to these messages until it is either deleted or expire.  

If you use a community template, community users will also be able to view community specific messages on the community landing pages.

 

How to post a message 

  1. Within the agent interface, navigate to Configuration --> Messages & Notifications.
     
  2. Click on the button "New Message".
     
  3. Leave the message type as "Message".
     
  4. If the message is meant to notify users within your community then select "Visible in Community".
     
  5. If the message was not intended for the community but internal agents / teams, select a team and expiry date.
     
  6. Set a priority if there is one.  The priority when set, will use the priority color to display the message.
     
  7. Write your message and click "Save Changes".

All agents that will be able to view the message will receive a notification and will be visible to them when they login or click on the logo.

 

What is a Notification

In Supportbench, a notification is a piece of information that you want to share with the whole organization or team.  The difference between messages and notifications is that once the notification is sent to the agent, the message will no longer be visible and expires automatically.

 

How to send a notification

  1. Within the agent interface, navigate to Configuration --> Messages & Notifications.
     
  2. Click on the button "New Message".
     
  3. Leave the message type as "Notification".
     
  4. Set a priority if there is one.  The priority when set, will use the priority color to display the message.
     
  5. Write your notification content and click "Save Changes".

 

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