¶ Notification Configuration
¶ Overview
Brief description: The Notification Configuration feature allows you to set up automated emails and SMS messages that are triggered when an application moves from one state to another within a workflow.
Value: This ensures applicants and officers receive timely updates (e.g., "Application Received," "Payment Pending," "Approved") without manual intervention, improving communication and transparency.
Note: Notifications are mostly configured as "Non-Breaking Actions" meaning they happen in the background and do not stop the workflow from proceeding.
¶ Prerequisites
Before configuring notifications, ensure you have:
- Access to the Service Builder environment.
- A workflow with defined States (e.g.,
NEW,SUBMITTED,APPROVED) and Events (e.g.,APPLY,APPROVE). - Form fields defined in previous steps (to use as dynamic variables).
¶ Configuration Steps
Follow these steps to create a new automated notification.
¶ 1. Navigate to Notifications
- Open your service in the Service Builder.
- Go to the 5. Workflow tab.
- In the left-hand sidebar menu, click on Notification.
¶ 2. Add a New Configuration
- Click the blue + Add New Configuration button in the top right corner.
- A configuration panel will open.
¶ 3. Define Trigger Logic
Set the logic for when this notification should be sent.
| Field Name | Description | Example Selection |
|---|---|---|
| Start State | The state the application is in before the action. | NEW |
| Event | The action that triggers the transition. | APPLY |
| End State | The state the application moves to. | PAYMENT_PENDING |
| Action Type | Select the behavior type. For notifications, it is recommended to always use Non-Breaking Actions. | Non-Breaking Actions |
¶ 4. Configure Content & Channels
- Notification Channels: Check the box for Email and/or SMS depending on how you want to reach the user.
- Language Tabs: You must configure the message for each supported language (e.g., English, Kinyarwanda, French). Click the tabs to switch between them.
¶ For Email:
- Notification Title: Enter the subject line (e.g., "Application Created").
- Email Body: Use the rich text editor to compose your message.
- Dynamic Variables: Click the + Form Fields button to insert dynamic data from the service form (e.g.,
${applicantName},${serviceName}). - Templates: Click Choose Template to use a pre-designed layout (e.g., "IremboGov" or "IremboPlus").
¶ For SMS:
- SMS Body: Enter the text message content.
- Keep it concise. You can still use + Form Fields to insert variables like OTPs or Reference Numbers.
¶ Using Dynamic Variables
To make the email personal, you can insert data from the service form.
- Click the + Form Fields button.
- Select the field you want to insert (e.g., Applicant Name, Application Number).
- Example Output: "Dear
${applicantName}, your application..."
¶ 5. Save
Click Save at the bottom of the panel. Repeat these steps for every state transition that requires a notification.
¶ Video Tutorial
We have recorded a step-by-step guide for this configuration.
▶️ Click here to watch the Notification Setup Tutorial
¶ Troubleshooting
Issue: The "Form Fields" button is empty.
Solution: Ensure you have created fields in the 3. Form Builder tab. If the form is empty, there are no variables to fetch.
Issue: Users receive the English email even though they selected French.
Solution: Check the tabs in the Notification Configuration. You likely left the French tab empty. You must manually enter the translated text for every language.