GOV.UK Notify
The GOV.UK Notify integration allows emails, SMS messages, and letters to be sent via Notify at any point within a case life cycle.
General settings
On the General tab you can enable / disable the integration with Notify, and configure the API key. The API key is set up within the API integration section of Notify.
When you save the settings, with the integration enabled, CXM will attempt to connect to the Notify API in order to verify the connectivity and the API key.
If the connection fails, the settings will not be saved, and an error message detailing the reason for the failed connection will be displayed.
References
The Notify integration does not require any references to be configured so this tab can be skipped.
Mapping templates
Templates for email, SMS message, and letter contents are managed within Notify, which allows inclusion of Personalisation placeholders.
In CXM, Mapping templates can be created which define, for a given Notify template, what values from the CXM case will be used to populate the placeholders when the message is sent, and also what email address, telephone number, or postal address the email, SMS message, or letter will be sent to.
After giving your mapping template a name, you must select the type, which correlates to the templates available within Notify.
Finally you must complete the mappings to determine the data that will be used to send the email, SMS message, or letter.
The following types of data can be used from the CXM case:
- Case field values
- Case dates
- Linked Person details
- Linked Address details
You can also configure a manual text mapping, which accepts case detail placeholders, or simply plain text if the value would be the same each time the Mapping Template is applied.
Mapping templates are applied via rules, using the Apply integration action.
Warning: GDPR
The integration will not take into account whether or not a user to which the email address, telephone number, or postal address belongs, has accepted the privacy policy and has the "Enable email alerts" setting enabled on their user account. It is therefore advised that permission to contact via email/SMS/letter (as appropriate) is captured as part of the case data, and used as a condition within the rule which applies the integration.
Log
The integration log provides a summary of the emails, SMS messages and letters that have been sent, and any failures that have occurred.
If a log entry shows that an email, SMS message, or letter was sent, the log will include the message ID, which can then be used to cross reference with the message logs in Notify, which will include the delivery status and the contents of the message that was sent.
Where an action has failed due to a connection issue or other intermittent error, it will be retried up to a maximum of ten times. If integration has failed due to a validation error (e.g. due to an invalid mapping value), it will not be retried.
Reviewing the failures in the integration log can help to identify incorrect mappings, or areas where validation during data capture is insufficient.
Note
CXM does not currently store the message contents or the delivery status of the emails, SMS messages, or letters sent via the integration, so this information is not available via the Integration logs or in the Case history. This information is available within Notify, for 7 days after the message was sent.