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      Send Message

      In the system, you can configure selected users to be automatically notified when certain conditions are met, such as when a case is registered.

      In each form, you can find this function under Advanced » Automate & Integrate » Addons. Under the Addons button (2), you will see the available triggers. Select and install Send Message.

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      💬 There is no limit to the number of Message Addons you can install, allowing you to customize multiple unique messages based on what needs to be sent and to whom, all from the same form.

      Creating a Message

      After installing and naming the Send Message function, you can configure settings to determine when (When) and if (If) a message should be sent.

      • Activated When (When)…

      Under the Activated When section, you specify what in the form will trigger the sending of a message. You can select one or multiple options per condition.

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      A. When a Case is Created or Modified Choose this option if you want a message to be sent immediately when a case is created or modified.

      B. When a Field is Changed, Filled, or a Date Occurs Select this option to specify which field and event in the form will trigger the message. Key points:

      • Field Changed: The trigger activates whenever a field’s content is set, modified, or removed.
      • Field Filled: The trigger activates only when a field changes from no value to a value. To generate a new trigger, the user must clear the value, set a new one, and save the case again.

      C. When Case Status Becomes Started, Addressed, or Closed The conditions for a case to change status can be configured under the Settings tab in the form.

      D. When Lead Time Exceeds Due to Started/Addressed/Closed Within a Certain Time Configure the lead time conditions under Automate & Integrate » Lead Times to specify when these triggers should occur.

      ❗ Note:

      If you add multiple conditions in the When section (by selecting Add New), the message will be triggered if any of these conditions are met.

      • … And Activated If (Optional Condition)

      The If setting does not need to be configured for a message to be sent. However, it allows you to refine and specify additional conditions that determine when the message will be triggered. This additional condition provides greater control over the circumstances under which messages are sent.

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      ❗When is fulfilled only if:

      A. The field is filled / not filled.

      B. The case status changes to Registered / In Progress / Addressed / Closed. The conditions that determine when a case changes status are set under the Settings tab in the form.

      C. Trigger only once. If you use this setting, the message will only be triggered once, regardless of whether the configured parameters occur again.

      Under If, you can set multiple conditions within the same rule using AND and OR via the “Add new” button. (Clicking on “and” switches it to “or.”)

        • When choosing AND, the message will be sent only if all conditions are met.
        • When choosing OR, it is enough for just one of the conditions to be met for the message to be sent.

      💬 Example:

      “When [the case is created], a message is triggered only if [field x is filled] AND if [the case status is in progress].”

      • Send message to

      You can choose between two options to determine who the message should be sent to.

      send to_message

      1. The Fields Tab
        This option makes the message recipient dynamic, meaning the message is sent to the individuals specified in the current case based on the selected field. In addition to choosing Person fields, you can also select the field type Email. These notification messages are sent to the specified email address. Note that these notifications do not include a link to the current case since the recipient is not expected to have a user account in the system.

      2. The Users Tab
        This option sends the message to specific users or groups with access to the form. Use this option when you want the same users to always receive the notifications.

      In the message, you can create a subject line and write a custom message. Additionally, you can choose to include values from the form in both the subject and message fields to clarify the context of the case.

      The field types and metadata that can be included in the subject and message sections are as follows:

      Field types Metadata
      • Sign
      • Text field
      • Barcode
      • Signature
      • Google Maps
      • Email
      • Date
      • Time
      • Number
      • Slider
      • Calculation
      • Persons
      • List
      • Checklist
      • Radiolist
      • Yes, No, N/A
      • Form title
      • Case abbreviation
      • Case number
      • Status
      • Issuer
      • Registration date
      • Changed (date)
      • Changed by

       

       

       

       

       

      ❗Note that it is not possible to include values from field types located in repeating fields, regardless of the field type.

      • Show that the notification was sent…

      If you choose to activate this setting, the person registering the case will see who has been notified once the case is saved.

      Don’t miss this! After installing your Addon, don’t forget to save the form!

      💬 A potential issue: If you’ve reviewed a setting and determined that the condition is unnecessary, the row must be deleted to avoid disrupting the entire addon. Remove the row by using the trash can icon so the message can be sent.

      (A defined field must always contain a selection.)

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      Last updated: 3 January, 2025