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Configuring Pulse email notifications

Updated on December 13, 2022
Applicable to Hybrid mode applications

Inform users in real-time about updates to their Pulse conversations by sending email notifications. In Pulse, you can choose to receive emails when another user references you, likes your messages, posts on your profile, posts comments on a conversation in which you participate, or posts a comment on a case that you follow. As a result, you enhance communication and speed up case resolution.

For example, when team members have a Pulse conversation about preparing a loan offer for a VIP customer, each member can receive email notifications about any activity in the conversation. To save time, users can also reply to Pulse messages by sending an email.
Before you begin: Define how users want to receive notifications. For more information, see Setting notification preferences.
Receiving Pulse notifications by email helps users resolve cases more quickly, because users can exchange information directly from their email inboxes without logging in to an application. In the example of preparing a loan offer, a user can receive email notifications when:
  • Other users post Pulse messages in the case.

    If the message includes an attachment, the user receives the attachment in the email.

  • Other users reference the email recipient in a Pulse message.
  • Other users like a message sent by the email recipient.

To resolve the case more quickly, the user can respond to Pulse messages by replying directly to the Pulse notification from their inbox, without logging in to an application. Pulse then displays the response as a message in the conversation. To provide more context and information, the user can include an attachment in their email, that an application attaches to the Pulse message.

You can enable users to receive and respond to Pulse email notifications by performing the following actions:

  • Configuring an email account for Pulse notifications

    In Pulse, users can choose to receive email notifications when posts are made on cases that they are following. They also receive emails when other users reference them in posts, like their posts, and so on.

  • Enabling users to respond to Pulse email notifications

    Users can receive Pulse emails on cases that they are following and for which they choose to receive notifications. Users also receive emails when other users reference them in posts or like their posts. You can allow users to quickly post attachments or text as replies by responding to emails instead of logging in to the application.

  • Configuring Pulse notifications on additional email accounts

    After you create the PulseNotifications email account that is used to send Pulse notifications, you can configure individual email accounts for each application for which you want to send Pulse notifications.

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