The Notify app triggers outbound notifications — email, SMS, Salesforce Chatter posts, or CTI pop-up messages — when a call or data record passes through it in a routing policy.
Available in the Call Policy? | Available in the Data Analytics Policy? | Available in the Digital Policy? | Available in the System Policy? |
|---|---|---|---|
✔ | ✔ | ✘ | ✘ |
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Purpose: Sends one or more notification types (Email, SMS, Chatter, CTI Notification) at a defined point in the call or data flow.
Location: Action container, within a Call or Data Analytics routing policy.
What is the Notify app?
The Notify app lets you alert people or systems about events happening in your routing policy — without interrupting the call flow. You can configure any combination of the four notification types within a single instance of the app, and each type can be sent either immediately or when the call ends.
In a Call policy, notifications are typically used to inform teams about incoming calls, send post-call confirmations to callers, or push contextual information to an agent's CTI. In a Data Analytics policy, they are used to alert stakeholders when data conditions are met — for example, emailing a manager when a missed-call threshold is exceeded.
Before you begin
A Call or Data Analytics routing policy open in the Policy Builder, with an Action container ready to hold the app.
SMS sender number (if using SMS) — you need a Natterbox number authorised for outbound SMS. In some countries (e.g. the US), a toll-free number is required and an SMS sender authorisation form must be completed. Contact Natterbox Support if you need to set this up.
Salesforce Chatter enabled (if using Chatter) — the target user, group, or record must exist in Salesforce and Chatter must be active in the org.
Use cases
Sending the caller a post-call SMS confirming they have completed a survey or been entered into a prize draw.
Emailing a team when a VIP caller reaches a specific point in the routing policy.
Posting a Chatter message to a Salesforce record to log that a call was received.
Pushing a CTI notification to an agent's softphone with context about the incoming call.
Alerting a manager via email when a Data Analytics policy detects a missed-call spike.
Configuration reference
Give the app a name under Name this item, then configure it under Configure this item. You can add one or more of the four notification types below. Click + Add next to the desired type to open its configuration.
Send timing
Each notification type includes a Send setting that controls when the message is dispatched. The options differ depending on the policy type:
Policy type | Options | Notes |
|---|---|---|
Call | Now* | When call ends | Now sends the notification immediately when the call reaches this app. When call ends sends it after the call terminates, regardless of whether it connected. |
Data Analytics | First attempt* | All attempts | Retries only | First attempt sends on the first policy run. All attempts sends every time the policy runs. Retries only sends only on subsequent retries (not the first run). |
Click + Add Email Notifier to add an email notification.
Field | Value (* = default) | Notes |
|---|---|---|
Send email | See Send timing above | Controls when the email is dispatched. |
To Email Addresses | Blank (required) | One or more recipient email addresses, separated by commas. Macros can be used — for example, |
CC Email Addresses | Blank | Optional CC recipients, separated by commas. Macros can be used. |
Subject | Blank (required) | The email subject line. Macros can be used. |
Email body | "A telephone call has been made"* | The body text of the email. Macros can be embedded — for example: |
SMS
Click + Add SMS Notifier to add an SMS notification.
Field | Value (* = default) | Notes |
|---|---|---|
Send Message | See Send timing above | Controls when the SMS is dispatched. |
SMS to | Blank (required) | The recipient phone number(s), separated by commas. Macros can be used — for example, |
Sender Number | Blank (required) | The phone number the SMS appears to come from. Must be a Natterbox number authorised for SMS. Macros can be used. |
SMS Message | Blank (required) | The text content of the SMS. Macros can be used. |
⚠️
Important: Outbound SMS is only fully supported in certain countries (e.g. the UK). In other regions — particularly the US — a toll-free number must be used as the sender, and an SMS sender authorisation form must be submitted. Contact Natterbox Support to arrange this.
Chatter
Click + Add Chatter Notifier to add a Salesforce Chatter post.
Field | Value (* = default) | Notes |
|---|---|---|
Visibility | All Users* | Internal Users | Controls whether all Salesforce users or only internal users can see the Chatter post. |
Target | User* | User Id | Group | Group Id | Record | Determines who or what receives the Chatter post. Selecting a target type populates a secondary dropdown or text field with available options. |
Target value | Dropdown or text field (depends on Target type) | Select or enter the specific user, group, or record to post to. Macros can be used when the field is a text input. |
Message | Blank (required) | The content of the Chatter post. Macros can be used. |
CTI Notification
Click + Add Notification to add a CTI pop-up notification that appears on the agent's softphone.
Field | Value (* = default) | Notes |
|---|---|---|
Notification text | Blank (required) | The message displayed in the CTI notification pop-up. Macros can be used to include caller details or contextual information. |
💡
Tip: You can add multiple instances of the same notification type within a single Notify app. For example, two separate email notifications — one sent immediately and one sent when the call ends — can coexist in the same app instance.
Result
After the notification(s) have been triggered, the call or data passes to the next app within the same container (or exits the container if no further apps exist). The Notify app has no connector output — it cannot link directly to a new container. It dispatches the configured notifications and passes the call along without interruption.