Managing and Sending Notifications – Docebo Help & Support

Introduction

The Notifications app allows you to create and send event-specific, dynamic-content notifications to targeted user audiences through email, the Notifications area in the platform, or via Docebo's integration with Slack.

Activating the Notifications App

Activate the Notifications app as described in the Managing Apps & Features article of the Knowledge Base. The app is listed in the Docebo Additional Features tab.

The Notifications Main Page

Once you have activated the app, access the Admin Menu from the gear icon. In the Notifications section, press the Manage sub-item. You will land on the Notifications Management page, where you can create new notifications and manage the existing ones.

You can search for notifications from the search bar, or filter them by event using the filter by event dropdown.

List of Notification Details

Notifications are automatically sent based on an event taking place in the platform and the event's associated conditions. Each notification is tied to an event, and each event is tied to a schedule, an audience, and a recipient type.

Please visit the Notification Events and Conditions article for detailed information.

Creating a New Notification

In order to create a new notification, click on the New Notification button on top of the page. In the pop-up window, General Settings tab, select a notification event from the Choose the Event dropdown menu.

Then, in the Code text box, enter an identifying code for this notification. This field accepts alphanumeric and special characters, and there are no restrictions on code length. While this field isn't required, it's recommended for quicker identification of the notification.

Now, select whether you want to notify your users via email, through the platform Notifications area, or via Slack. The Slack option is available only when you have integrated your platform with Slack. Let’s see how to configure the different types of notifications.

Notes about Creating Notifications

Extended Enterprise Superadmins should note that immediate notifications are notifications sent immediately at the time of the event. These notifications will dispatch, send emails and in-app notifications considering the URL used by the user as the domain of origin at the moment of event triggering; every short-code and every link that is configured in the notification will be replaced using the domain on which the event was triggered. Be mindful of the domain you logged into when configuring notifications as well as modifying courses, sessions or users. The domain where the event occurred will be the domain that dispatches the notification.

Composing an Email Notification

If you want to send an email notification, at the bottom of the General Settings tab, check the Email checkbox to activate the Email tab. Now, access that tab.

Type in the name and valid email address from which this email notification will be sent using the corresponding From (name) and From (email) text boxes. Since the platform sends emails on behalf of the address in the From (email) text box, in order for your audience to receive emails successfully we recommend checking the Email Security section of the Knowledge Base.

Use the Language dropdown menu to select the language in which you want to compose this email notification. Email notifications can be composed in multiple languages, and are delivered to members of the audience based on individual language preferences. To compose multiple, language-specific versions of this email notification, after composing an email in the prior selected language, select a different language from the Language dropdown menu. Please note that if you do not select a language, the Subject text box will not be enabled. Remember that the notification must always be translated into the default language set in the platform, otherwise, it won't be possible to save the notification.

In the Subject text box, type the subject line of this notification. Use the Description text editor to create the body of the message. You may notice that some notifications have pre-made templates that can be customized.

Under the description area, you will find a list of shortcodes that can be inserted into the Subject and the Description of the email, by copying and pasting them. Each shortcode represents a datapoint tied to the notification's event that is populated in the Subject and the Description with respect to each instance of the notification sent, so that you can send dynamic-content notifications. The list of available shortcodes varies by the event, and only the shortcodes listed in this section may be used in creating notifications of the event.

Now, if you want to compose another type of notification, refer to the corresponding instructions in this article. Otherwise, select Next.

Notes about Email Notifications

In order for emailed notifications to be sent and received properly, you must have the relevant DNS records correctly configured; specifically MX, SPF and DKIM. Failure to do so may result in delivery issues or your email being flagged as spam.

Composing an In-Platform Notification

If you want to send an in-platform notification, at the bottom of the General Settings tab, check the Notifications checkbox to activate the Notification tab.

Now, access that tab. At the top of this tab, use the Language dropdown menu to select the language in which you want to compose this notification. In-platform notifications can be composed in multiple languages, and are delivered to members of the audience based on individual language preferences. To compose multiple, language-specific versions of this in-platform notification, after composing a notification in the prior selected language, select a different language from the Language dropdown menu. Please note that if you do not select a language, the Subject text box will not be enabled. Remember that the notification must always be translated into the default language set in the platform, otherwise, it won't be possible to save the notification.

Under the description area, you will find a list of shortcodes that can be inserted into the Subject and the Description of the notification, by copying and pasting them. Each shortcode represents a datapoint tied to the notification's event that is populated in the Subject and the Description with respect to each instance of the notification sent, so that you can send dynamic-content notifications. The list of available shortcodes varies by the event, and only the shortcodes listed in this section may be used in creating notifications of the event.

Now, if you want to compose another type of notification, refer to the corresponding instructions in this article. Otherwise, at the bottom of this tab, select Next.

Composing a Slack Notification

If you want to send a Slack notification, at the bottom of the General Settings tab, check the Slack checkbox to activate the Slack tab. Now, access that tab. At the top of this tab, flag whether the notification will be sent as a direct message to each Slack user or if it will be sent to a Slack channel.

If the notification will be sent as a direct message, the user will receive the message from Slackbot (link opens in a new window). If the notification will be sent to a Slack channel, choose the channel from the dropdown menu that appears below the flagged option. You can only send notifications to public Slack channels (link opens in a new window).

Use the Language dropdown menu to select the language in which you want to compose this Slack notification. Slack notifications can be composed in multiple languages, and are delivered to members of the audience based on individual language preferences. To compose multiple, language-specific versions of this Slack notification, after composing a notification in the prior selected language, select a different language from the Language dropdown menu. Please note that if you do not select a language, the Subject text box will not be enabled. Remember that the notification must always be translated into the default language set in the platform, otherwise, it won't be possible to save the notification.

In the Subject text box, type the subject line of this notification. Use the Description text editor to create the body of the message. To learn how to format the text of a slack notification, please press the link directly above the text box, which will redirect you to a Slack article (link opens in a new window) explaining how to do so.

Now, if you want to compose another type of notification, refer to the corresponding instructions in this article. Otherwise, at the bottom of this tab, select Next.

Scheduling Notifications

In the Schedule Notification tab, set when this notification will be sent to recipients. You are able to choose from three scenarios:

Notification Schedule	Description
At the time of the event	The notification will be sent to recipients as soon as the triggering action has been completed in the platform.
Before the event	The notification will be sent to recipients a certain amount of time before the event (e.g. before a webinar session begins). Once you flag this option, select how many hours, days or weeks in advance the notification will be sent. If you're configuring the notification to be sent X number of days or weeks in advance, you can also set the exact hour that it will be sent (exact hour intervals only, not half hours).
After the event	The notification will be sent to recipients a certain amount of time after the event or action is completed (e.g. after a learner has completed a course). Once you flag this option, select how many hours, days or weeks afterward the notification will be sent. If you're setting the notification to be sent X number of days or weeks afterward, you can also set the exact hour that it will be sent (exact hour intervals only, not half hours).

Press Next to continue.

Notes about Scheduling Notifications

When you configure a notification to be sent before a webinar or an ILT session begins, when considering the time when the session starts, remember that minutes are not taken into account, but only hours. For example, if you set a notification to be sent one hour in advance before the session is starting and the session is starting at 3:30pm, you will receive the notification at 2pm (and not at 2:30pm). Pay attention that if you create a session starting soon, the notification might not be sent due to this reason. For example, if at 2:05pm you create a session starting at 3:30pm, and you configure a notification to be sent one hour in advance, the notification will not be sent because the notification has been triggered too late (the notification would have been sent at 2pm).
When you schedule a notification to be sent after a specific event occurs then the day(s) after option works delaying the notification for the chosen number of days and then waiting for the first upcoming scheduled time to send the notification.
For example: If you choose to send your notification after two days then the system will wait until two days have passed and will then send the notification upon the first available scheduled time. Assuming it is 4pm on Monday and you have the notification set to be sent at 3pm, then delaying by two days will send the notification at 3pm on Thursday. Conversely, assuming it is 4pm on Monday and you have the notification set to be sent at 5pm then delaying by two days will send the notification at 5pm on Wednesday.
The hours delay option is used to delay the notification for the exact specified number of hours, after which the notification is sent immediately.
For example: Assuming it is 4pm and you choose to delay the notification by seven hours, the notification will be sent at 1pm.
It is not possible to resend notifications.
Scheduled notifications are sent periodically and are not triggered at the time of the event. These notifications leverage a job that is executed on a scheduled basis (the frequency is dependent on the notification’s configuration).
Extended Enterprise Superadmins should note that the scheduled job is created at the moment of notification’s creation using the base domain that the Superadmin is currently logged into. All future notifications will be delivered using this domain as the base URL.

Setting the Notification's Triggering or Affected Users

On this page, select the branches and groups whose users can trigger the selected notification event. Only the users assigned to the branches or groups defined in the filter can trigger the notification event. These users are those who either initiate the event or directly relate to the event. For example, users enrolling in a course can trigger a User enrolled into a Course notification event only if assigned to the branches or groups selected in the notification configuration process to trigger the notification. Similarly, the notification event Assignment has been evaluated directly affects the user whose assignment has been evaluated. If this user is not assigned to the branches or groups specified here the notification is not triggered.

The next configuration step is available for some events only, and, depending on the event, may be limited to branches or groups. On this page, select the branches and groups that will receive the notification by flagging the option to select All groups and branches or Select groups and branches. If you flag the latter option, select which branches or groups you wish to assign to the notification by flagging the checkbox next to the group or branch’s name. Since notifications can be sent to large groups of users, filtering the audience with this option can help to reduce the number of recipients.

Press Next to continue.

Notes about Notification Triggering or Affected Users

Configuring a notification with zero groups or branches associated yields the same result as choosing all groups or branches in the associated courses.

Setting the Notification's Recipients (User Roles & Course Selection)

Now, select the target for this notification, that is, who will receive it: Users, Power Users, Superadmins, Instructors, or Managers. Remember to carefully operate this choice, paying attention to the roles you have defined in your platform.

Not all of the roles are available for every notification. The selected role defines the users receiving the notification as they relate to the users who either triggered the notification or who directly relate to the triggering event:

Selected Target	Description
Users	The user who triggered the notification will receive it
Power Users	All Power Users who are assigned the selected profile and who have assigned visibility of the user who triggered the notification will receive the notification
Managers	All of the users set as managers for the user who triggered the notification will receive it
Instructors	The notification will be sent to all of the instructors assigned to the course selected in the notification
Superadmins	All the Superadmins defined in the platform will receive the notification

Remember that you can select one target recipient per notification: if you need to send the same notification to Power Users and to Superadmins, you have to compose two notifications, one for each recipient type. When doing so, remember that roles may overlap with levels, so if you set up a notification for users and a notification for instructors, some instructors may receive both notifications, since they have been assigned to one or more courses as instructors, but their user level in the platform may be user.

When configuring the notification’s recipients, remember that every notification behaves according to its own logic and may be subject to specific rules. Check Notification Events and Conditions for more information.

Select the notification recipients and press Next to select the courses you want to assign to the notification, if any. Use the All courses option to associate the notification to all of the platform courses or the Select courses option to operate on a selection of courses (or on a single course). Press Next to complete the creation procedure.

Now, you can Save and Activate the notification, or simply Save it and go back to the list without activating it. You can also go back to edit the details that you previously configured, or you can cancel the notification.

Managing Notifications

All the notifications created in your platform are listed in the Notifications area of the Admin Menu. Find the notification in the list, and click on the item in the Scheduled column to edit the notification schedule, or on the Filter, Roles, or Associated Courses columns to edit the corresponding details.

At the end of the notification's row, use the checkmark to activate or deactivate the notification. Use the pen and paper icon to edit the details of the notification and the red X to delete it. Before editing a notification, make sure that the notification is not running. We strongly discourage you from editing the notification event type, since this change may have an impact on the users involved in the notification. If you need to change the notification event type, create a new notification instead.

Notes about Managing Notifications

If a Power User profile has permissions to manage notifications, the Power Users assigned to that profile will see the existing notifications set specifically for the branches or the courses that they manage. If the notification is within the Power Users visibility, then they can see the notification; if the notification has a wider set of courses or branches not in the Power Users visibility, then they won't see the notification. Please keep this in mind when assigning profile permissions.
Every notification’s modification will trigger a scheduled job deletion and recreation.
Extended Enterprise Superadmins should be careful to edit notifications while logged into the domain they were originally created in as editing a notification previously created on a different domain will change the base url used in short-codes substitutions.

Digest Notifications

Digest notifications group multiple notifications about the same type of event into one larger notification. For example, instead of receiving seven separate notifications about courses that are not yet completed, the user will receive one notification with a list of the courses that they have yet to complete.

Digest notifications are configured just like other notifications, with the only difference being that instead of scheduling the notification sending, you configure its frequency (hourly, daily, weekly, or monthly). Digest notifications are listed in the Notification Events and Conditions article.

Docebo Learning Impact Notifications

If you are using Docebo Learning Impact to measure the learning impact of your courses, you can take advantage of in-platform notifications. On top of the email notifications, initial learning impact questionnaires can be accessed through in-platform notifications increasing contact points with the learner and improving your response rates.

In-platform notifications are disabled by default. To enable them, access the Admin Menu from the gear icon in the top right corner of the homepage. Go to Advanced Settings in the Settings section and find the Learning Impact tab. From this page you can enable or disable in-platform notifications for Learning Impact for those courses where it has been enabled.

Learn more about Docebo Learning Impact notifications.

Notification Priorities

All notifications have an assigned priority that can be either normal priority or high priority. Normal priority notifications should be sent within sixty minutes of the event being triggered while high priority notifications are supposed to be sent within ten minutes of the triggering event.

A notification is considered sent once it has been dispatched from the Docebo SMTP server, actual delivery times may vary depending on external network traffic, the receiving SMTP server and the correct configuration of the recipient’s MX, SPF and DKIM records in DNS. These systems are outside of Docebo’s control and may delay or hinder the correct delivery of the notifications.

All notifications listed in the Notification Events and Conditions section show the priority they have been assigned.

Best Practices

Here follow some suggestions on the creation of the notification description. These Best Practices are valid for any type of notification (email, in-platform or Slack).

4-byte Unicode characters are not supported by the platform when creating or editing a notification.
Shortcodes referencing links will not actually create links in the platform notifications. Rather, they only contain the URL. If you want to create an active link, you have two options: the first one is to create a text and edit it with the Insert/edit link option in the toolbar adding the shortcode (e.g. [course_link]) in the URL field, and the second option is to add the HTML tag into the text body of the notification clicking the Source code option in the toolbar. The domain in the shortcode URL will refer to the domain in which the notification was created or updated, not necessarily to the domain of the recipient user. Also note that the format of all the URLs included in the shortcodes has to include the URL path without HTML tags, with the following structure:
```
https:/www.domanin.xxx/path_url_platform
```
Notifications containing login credentials. When creating new users, it is possible to send the User has been created (by administrator) to communicate login instructions to users, e.g. the platform link and credentials to be used (username and password). When creating users from the Users main page, the administrators are required to set a password. When creating user accounts via CSV files, via the Automation App, or through APIs, in bulk (or singularly via the same mechanisms) it is not required for administrators to supply passwords for users. No matter the use case, administrators can configure the notification by using [user_password] shortcode, which will always be substituted by the “Reset Your Password” link. For security reasons, upon clicking on the “Reset Your Password” link, the user will be prompted to enter their username or email address, so that they will receive another reset link to finally create the new password. This presents a unique workflow in which the user is created (with or without a password) and the notification that is sent to the new user contains a link to create their password, instead of providing one.
Delayed Notifications. Most notifications are triggered immediately by the associated activity in the platform. However, there are a few activities scheduled by the platform background activities that are not instantly triggered in real-time. As an example, the system monitors checklists for updates every three hours. As a result, a checklist notification could be delayed up to three hours based on the timing of the platform background activity. In addition, notifications, webhooks, and some other tasks are handled by an event bus, which is a protocol of creating events that are managed on a first-in-first-out basis. Infrastructure level limitations with the event bus could lead to delays in notifications (commonly, a delay in notifications going out can be caused by infrastructure issues or long queues).

Tips & Tricks

Please keep the following tips and tricks in mind when creating and managing notifications:

If you are using the Extended Enterprise App, remember that your audience for notifications can be influenced by the domain in which the person who creates the notification is logged into. For example, if a message notification is scheduled, it will be sent out based on the domain the notification itself was created in (e.g. the domain where the administrator actually set up that notification). If it’s unscheduled or immediate, it will be based on the domain the notification was triggered in (i.e. where the administrator enrolled a user or where a user enrolled themself).
When using shortcodes involving links to specific courses or sessions, please note that these do not work in the same way as deep links, meaning that the user will receive an error when clicking on the link without being enrolled in the course.
If you want to resend the welcome notification, access the Admin Menu from the gear icon in the top right corner of your platform, then select the Users option in the E-Learning section. On the Users main page, select all the relevant users, then use the Choose Action button at the bottom right of the page and select Send activation notification. Please note: you must have configured a notification rule for the event "User has been created (by administrator)" and the rule must be active.
When enrolling users into courses that are not yet published, decide on whether to send notifications for those enrollments ahead of time and be sure to turn off any notifications for enrollment prior to enrolling users. Once done with enrollment, you can re-activate the notifications. This can occur when you need to enroll users into unpublished courses to keep an enrollment history.
When you include the [course_link] shortcode in notifications, users clicking on the link will land on a different page, depending on their user level and on whether they are logged in the platform:

If the user clicking on the link is either Superadmin or a Power User (having full permissions on the linked course) logged in the platform, they will land on the course management page.
If the user clicking on the link is either Superadmin or a Power User (having full permissions on the linked course) NOT logged in the platform, they will land on the course catalog page, in Learner View.
If the user level is User, they will land on the course catalog page, in Learner View, independently from whether they are logged in the platform

When including the [expire_at] shortcode in notifications, remember that the time expressed in the notification received by the user is expressed in the user timezone.
ICS files, opened with Outlook, will open in a new calendar and not in the default calendar.

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