How to Send Custom Notifications from Litify/Salesforce when a Case Status Message is received?

Below we will share the steps to create a flow that will notify Principal Attorneys and Case Managers when a new message is received from a client. When we’re done, this is what our flow should look like:

Before opening the flow builder, you’ll need to create a custom notification type for Case Status. These steps should help you complete that process.

1. Go to Settings > Notification Builder > Custom Notifications

2. Click New

3. Provide a Name and Desired Channels and Save the record. 

Now that we have the custom notification type, we can create our flow. We’ll start by creating a record trigger flow, selecting the “Litify Note” Object. We will also use three conditions to ensure that our flow will only trigger when a client has sent a message on the platform. See a screenshot of ours below. If you would like to test this flow, we recommend adding additional filtering to ensure the flow only runs for a test matter, try adding a matter - Equals (Your Testing Record) filter. 

• litify_pm__lit_Account__c - Is Null (True)
• litify_pm__lit_Topic__c - Equals (CaseStatus)
• Name - Equals (message)

Before we move forward, there are a few things you should know about the Send Custom Notification Core Action in Flows. This is an Out of Box Core Action available for use in the Flows. It has many Input Values that are required in order to configure and use it. The problem is that we cannot find out directly the ID of the Custom Notification Record that is required in Send Custom Notification Action from Flows or any other place in Salesforce. It is up to you how you want to fetch and use this ID, but we included the second step in our flow to get this ID each time the flow runs. To do the same add a step to your flow for getting records and configure it like ours found below.

Now that we’ve got the ID of the “Case_Status_Notification” Custom Notification Type, we can build the list of users that we should provide this notification to. Add a new assignment step to your flow. When prompted for a “Variable”, you should have the option to create a new resource by clicking within the field. This resource is where we will actually list the users that we want to notify when a new message is received. You can name this resource “Notification Group”, select the text data type, and check the “Allow multiple values (collection)” option if you will be notifying more than one user when messages are received.

Now that you have the resource we need to list your notification recipients. You can add users to the “NotificationGroup”. In our example, we wanted to add the principal attorney and case manager found on the matter. However, the record triggering this flow is a Litify Note which doesn’t typically contain those users. To overcome this, you can use the Matter  lookup field on the Litify note to get this information. We started by adding the following to the Notification Group:

records > matter > principal attorney > user ID
records > matter > case managers > user ID

If your firm's matter lists other users who should receive notifications you can add additional values to your assignment.

Finally, we can add custom notification actions. Go ahead and add the final step to your flow, selecting the “Action” option and searching for “Send Custom Notification”. If you’ve followed the steps up until this point, you should be able to create this step like the example below. Doing so will send a notification to your to the users in the NotificationGroup we created in the third step, titled “New Case Status Message” which includes a body with the message content from the client. If you include the “Target ID” as we did it will even allow your users to click on the notification and go directly to the matter. 

This should complete the process of building a custom notification flow in Litify to alert users in Litify when a new Case Status message is received.