Process Notification to Terminal Users

I. Process Notifications Overview

Process External Notifications refer specifically to notifications sent to external Terminal users, such as when an external user submits a Work Order or is invited to provide service feedback. The system can deliver notifications to these external users.

Notification types include:

1. WeChat Official Account notifications (Prerequisite: The WeChat Official Account is integrated, and the Terminal user has followed the account and completed registration)
2. WeChat Mini Program service notifications (Prerequisite: The WeChat Mini Program is in use, and the Terminal user has completed registration)
3. SMS notifications (Requires purchasing/enabling SMS service)

II. Customizing Process External Notifications

You can configure notification content for external Terminal users at service process nodes using post-process actions:

1. Select the node where external notifications should be sent and click “Complete”
2. Click “Add” and select “External Notification”
3. Customize the external notification parameters
4. Note for WeChat Official Account notifications: Terminal users must have registered and bound their account to the WeChat Official Account to receive notifications. Only registered users will receive WeChat messages.

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1.1 WeChat Official Account Template Message Setup

Note: If you cannot find the corresponding template, please log in to the WeChat Official Account Platform and add template messages from the Template Library first.

Step 1: Add service categories in the Template Library

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Step 2: Select appropriate templates from the Template Library

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III. Customizing Process SMS Notifications

• Prerequisite: The SMS service plugin must be enabled. Refer to: Enable SMS Service
• After enabling SMS service, you need to configure SMS signature information, template management, and ensure sufficient SMS credits for normal message delivery. Visit the SMS Service section to purchase quotas, apply for SMS signatures, and configure SMS templates.

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• In Work Order post-process actions, select “SMS Notification”
• The process can send SMS to internal personnel or specified external recipients’ mobile numbers
• If mobile numbers aren’t configured, go to Org Structure Management > Departments & Personnel to configure them
• SMS cannot be sent without configured mobile numbers

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IV. Preconfigured WeChat Official Account External Notifications

• In Work Order process application nodes, the system automatically pushes messages to Accounts via WeChat Official Account. Note: Accounts that haven’t followed the Official Account won’t receive messages.
• As shown below, the system preconfigures notification content, including submission success notifications for Terminal users who submit Work Orders, and service evaluation invitation messages at service nodes.
• Click Disable in the Actions column to stop message delivery.

1. Work Order Submission: Sent to submitter after Terminal user submits Work Order via WeChat Official Account
2. Work Order Completion: Sent to submitter when Work Order process ends
3. Work Order Termination: Sent to submitter when Work Order process is terminated
4. Evaluation Invitation: Sent to submitter when process reaches service evaluation node
5. Evaluation Success: Sent to submitter after service evaluation is submitted
6. Service Report: Sent to report recipient after generation
7. Service Report Signature: Sent to signature invitee after report generation

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To edit notification content and customize messages: - Click “Select Template” to choose WeChat template messages - Customize summary fields - Customize keyword push fields

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V. Preconfigured WeChat Mini Program Service Notifications

• In Work Order processes, messages are automatically pushed to Accounts via Mini Program. Note: Accounts that didn’t submit Work Orders via Mini Program won’t receive messages.
• As shown below, the system preconfigures notification content, including submission success notifications and service evaluation invitations.
• Click Disable in the Actions column to stop message delivery.

1. Work Order Submission: Sent to submitter after submission via Mini Program
2. Work Order Completion: Sent to submitter when process ends
3. Work Order Termination: Sent to submitter when process is terminated
4. Evaluation Invitation: Sent to submitter at service evaluation node
5. Evaluation Success: Sent to submitter after evaluation submission
6. Service Report: Sent to report recipient after generation
7. Service Report Signature: Sent to signature invitee after report generation

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Editing Mini Program Notifications: - Mini Program template messages cannot be modified - Keyword push field content can be customized

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VI. Preconfigured SMS Notifications

• In Work Order processes, SMS notifications are automatically pushed to Accounts. Note: Insufficient SMS credits will prevent message delivery. Enable SMS Service
• As shown below, the system preconfigures notification content including submission success notifications and evaluation invitations.
• Click Disable in the Actions column to stop message delivery.

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VII. Notification Examples

• Example of WeChat Official Account notification received by Terminal user after submitting Work Order:

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• Example of Mini Program notification received by Terminal user after submitting Work Order:

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