Known Participant

4. Future Consideration

End User Notification controls in Copilot

Related products:AI Assistant

Forum|Forum|1 year ago
September 19, 2024
17 replies
435 views

I saw in the Copilot feature overview that the unsubscribe etc are no longer possible in Copilot. For us this is a really important feature as it helps retain the users that have a lot of tickets open because they act as kind of a superuser for other people and open tickets for them. They get overwhelmed with notifications and like to mute some of them but would without that feature mute the bot entirely. Which would lower our active users significantly.

Please bring that useful feature back, I don’t understand why it was not considered.

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Apoorva

New Participant

This is critical for the success of our AI bot. Limiting notifications on the tech side when some users like it vs. some do not is not the best way to handle this experience. If users had the opportunity to choose which notifications they’d like vs. not, it would enhance the user experience and give the user better control on how the bot can serve them better. We are exploring adding alot more approval notifications across travel, expenses beyond the traditional IT ones they get today. This could get annoying pretty soon!

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nxg05283

New Participant

MW team please weigh in on this. There is obviously a ton of interest and we all have the same issue for folks that get a high volume of notifications.

kyril.remillard

Community Manager

With the Web Assistant, we moved all Notifications to a dedicated pane. We are exploring additional controls in 2026

S

sagarika

Community Manager

With the Web Assistant, we moved all Notifications to a dedicated pane. We are exploring additional controls in 2026.

whitehead.jasani

New Participant

With the Web Assistant, we moved all Notifications to a dedicated pane. We are exploring additional controls in 2026

We are not using the web assistant today with our current integration approach with embedded assistant in Teams and ServiceNow Employee Center Pro. This is helpful for web assistant users however I’d venture to assume many customers have a similar integration posture as we do.

Please ensure emphasis for embedded/integrated assistant users. Thank you!

V

vinitb

Known Participant

On similar lines - in addition to subscribe and unsubscribe, we would like the ability to schedule a cooldown period for duplicate notifications. For example, if I have already notified user X about issue Y, I should not notify them again about the same issue for next 7 days.

Current dedupe functionality in webhooks only allows upto 1 hour if I remember correctly. Right now, we have to build custom data tables outside MW to keep track of all notifications sent so that we can reference that and implement a cool down period.

A built-in functionality for cooldown would save us a lot of work as we have many proactive notifications planned to be implemented.

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ElisaIsabella

New Participant

This would be great!

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