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To set up **Notification Groups** under **Monitor & Notify**: 1. Go to **Monitor & Notify → Notification Groups**. 2. Create a new group, give it a **name**, and click **Confirm**. 3. If needed, select an **MS Teams connection** for the group. Teams notifications are sent **regardless of users’ scheduler rules**. 4. After the group is created, click **Edit** on the notification group to manage it. 5. Inside the group, you can add **Notification Users** in several ways: - **New group / Add new user** manually. - **From PSA user** to clone user info from your PSA integration. - **From MSP Process** to clone from a tenant user. 6. After creating a Notification User, an admin must set up a **Schedule** for that user so notifications are only sent during their assigned availability. A few important notes: - A **Notification Group** is the entity that contains your **on-call team members**. - A **Notification User** remains independent after cloning, so later changes in PSA or MSP Process won’t automatically update that notification user’s phone, email, or name. - You can create **multiple schedule rules** for one user to handle rotations or different day-to-day coverage patterns. - Schedule rules include a **start and end date** and can cover no more than **one year** per rule. - Use the **Test** button and the **weekly/daily scheduling viewer** to verify coverage and avoid gaps. Creating workflows Check your AI agent and make sure it is programmed to function.  Monitor & notify>Workflows Under filters If want on call to get email, Go to email and add recipients manually type in address is applicable.  Enter subject/body of the email to be sent.  Incident creates a chain in mspprocess to where it can escalation Go to incidents>escalation rules  Click create  Give rule a name Select ticket priority Assign past due time Select who to contact and how to contact them  Recommended text for sms: {$subject}. Please login to the MSP Process mobile app ASAP, acknowledge the incident, and start working the ticket. Recommended text for voice call: {$subject}. Press 1 to accept this Incident and stop further escalations, or login to the MSP Process mobile app ASAP, acknowledge the incident, and start working the ticket. Under additional escalation you would then select, say, a managers group and how often to repeat.   Shortcut codes which can be used In creating communications/ticket updates in Workflows:  {$__agent_name} AI Agent that received call {$__contact_name} caller’s name {$__company_name} caller’s company  {$__ticket_title} Ticket summary {$__ticket_id} ticket # {$__ticket_description} ticket notes {$__sentiment_analysis} Caller’s sentiment {$__evalution_score} Caller’s Eval Score of AI  {$__evalution_analysis} {$__call_duration} length of call {$__caller_phoneNumber} caller’s phone number {$__ticket_priority} PSA ticket priority {$__transcript} transcript of the call Tags for C/W interfacing {boardId}{boardId\}\{boardName}{companyId}{companyId\}\{companyName}{contactEmailAddress}{contactEmailAddress\}\{contactName}{contactPhoneNumber}{contactPhoneNumber\}\{__email_body}{__time}{\_\_time\}\{__email_subject}{__email_subject}{\_\_email\_subject\}\{__email_url}{initialDescription}{initialDescription\}\{itemId}{itemName}{itemName\}\{overAllStatus}{ownerEmail}{ownerEmail\}\{ownerId}{ownerName}{ownerName\}\{ownerOfficePhone}{priorityId}{priorityId\}\{priorityName}{resolution}{resolution\}\{siteId}{siteName}{siteName\}\{sourceId}{sourceName}{sourceName\}\{statusId}{statusName}{statusName\}\{subTypeId}{subTypeName}{subTypeName\}\{summary}{ticketId}{ticketId\}\{ticketUrl}{typeId}{typeId\}\{typeName} Tags for Autodesk interfacing {companyAddress}{companyAddress\}\{companyName}{email}{email\}\{__email_body}{__time}{\_\_time\}\{__email_subject}{__email_url}{\_\_email\_url\}\{firstName}{homePhone}{homePhone\}\{id}{lastName}{lastName\}\{mobilePhone}{officePhone}{officePhone\}\{ticketDescription}{ticketDueDate}{ticketDueDate\}\{ticketLink}{ticketNumber}{ticketNumber\}\{ticketPriority}{ticketQueue}{ticketQueue\}\{ticketSource}{ticketStatus}{ticketStatus\}\{ticketSubType}{ticketTitle}{ticketTitle\}\{ticketType}{$workType} Tags for triggering {__email_body}{\_\_email\_body\}\{__time}{__email_subject}{\_\_email\_subject\}\{__email_url}{$__trigger_msg Tags for KaseyaBMS v2.0 {__email_body}{\_\_email\_body\}\{__time}{__email_subject}{\_\_email\_subject\}\{__email_url}{Event__AccountName}{Event\_\_AccountName\}\{Event__Details}{Event__PriorityName}{Event\_\_PriorityName\}\{Event__SourceName}{Event__StatusName}{Event\_\_StatusName\}\{Event__TicketNumber}{Event__Title}{Event\_\_Title\}\{Event__TypeName} Tags for Meraki interfacing {companyName}{companyName\}\{daysremaining}{__email_body}{\_\_email\_body\}\{__time}{__email_subject}{\_\_email\_subject\}\{__email_url} NOTE: Shortcut codes can be customary created when an application’s API is connected to MSP Process.