Set notification template priority

Prioritization defines the order in which templates are processed by the system. How templates are selected depends on the delivery method:

• Email and SMS — The v2 notification system determines which template to send based on template priority, optional conditions, optional segments, and whether the template is set to be triggered.
• Off platform — Only template priority is evaluated. Conditions and segments configured on off-platform templates are not used at runtime, even though the UI lets you add them. Prioritize off-platform templates to control which target URL receives the notification.

For email and SMS, the following elements apply:

• Template priority—The priority number assigned to the template and any optional conditions that you set. For information on how to set conditions, see Create notification templates and conditions.
  • The system evaluates the contents (including conditions and segments) of each template sequentially from the lowest priority number (1) to the highest to determine whether the template should be used to generate a notification for the associated event.
  • Marketplace Managers can define the order in which the notification system evaluates templates based on business rules and other considerations that may impact the appropriateness of the notification.
  • Give segment-specific templates higher priority (a lower priority number) than broad fallback templates with no segment. If a fallback template is evaluated first and has no segment filter, it can match before a segment-specific template is considered. For more information, see How segments select templates (email and SMS).
• Whether or not the template is set to be triggered—Because more than one template can be triggered, the user interface includes a Trigger next template column. This enables you to set more than one active notification template to be triggered by the system.
  • This supports the ability for customers to:
    • Send one version of a message to a customer when an event triggers a notification.
    • Send a different message about the same event to a user with any other role supported by the notification type.
    • Send another version to a hard-coded email address that is added to the audience in the cc or bcc field.

To set a template's priority and to trigger templates

📝 Note: This documentation page may refer to Manage > Marketplace in navigation steps. If the Manage option is not available in your navigation, click the grid icon on the top-left corner of your header and click Marketplace.

1. Go to Manage > Marketplace > Settings > Custom UI | Notifications. The Notifications page opens.

2. Click the gear icon > Edit next to the notification type whose templates you want to prioritize. The selected {templateType} page opens. It displays all existing templates for the selected notification type (one per tab in the order of creation: left to right, oldest to most recent).

3. Click the template that you want to prioritize, then click the gear icon > Manage Deliveries Prioritie. The Prioritize and Trigger Templates dialog opens. A table lists every template associated with this notification. For each template, it displays information in the following columns:

   • Template's name
   • Priority
   • Description
   • Status (enabled or disabled)
   • Trigger next template (enabled or disabled)

4. To change the priority of any template, click and hold the reposition icon next to the template name, then drag it to the desired position. For example, if you click the template that is currently priority 5, and drag it to priority 2, it becomes the priority 2 template. Each of the other templates in position 2 and higher are incremented by one (so 2 becomes 3, 3 becomes 4, and so on).

5. For any given template, set Trigger next template to enabled if you want the next template to be considered for processing.

   Note the following about the template prioritization process:

   • Only templates that have an Enabled status can be processed.
   • If the Trigger next template column is enabled for a template, the next template that has the Enabled status is considered for processing. If that template evaluates to true, the notification is sent. In evaluating templates, any template that is not enabled is skipped.
   • If a template that has Trigger next template enabled is followed by a template that does not have that setting enabled, none of the subsequent notifications in the list can evaluate to true, even if some of them have Trigger next template enabled. For this reason, it’s important to prioritize your templates so that templates that you want to be sent appear in an order which allows them to be triggered.
   • For email and SMS only: templates that were created with conditions or segments only evaluate to true if the conditions are met or the event user belongs to the configured segment. When this occurs, if that template has Trigger next template enabled, the next template is evaluated. For which user is checked against a segment, see Billing notifications: which user drives segment matching (email and SMS).
   • For email and SMS only: templates that are enabled and have no conditions and no segments always evaluate to true (because there are no conditions to prevent them from being triggered). If Trigger next template is enabled for the previous active template, those templates are sent to the configured audience.
   • For off-platform templates, selection is based on priority only. Conditions and segments on those templates are ignored at runtime.

6. Click Save.