Notification Admin Manual

Notification Admin Manual

Document: 262.01D — Qmatic

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Copyright Notice

The information in this document is subject to change without prior notice and does not represent a commitment on the part of Q-MATIC AB. All efforts have been made to ensure the accuracy of this manual, but Q-MATIC AB cannot assume any responsibility for any errors and their consequences. This manual is copyrighted and all rights are reserved. Reproduction is not allowed without written permission from Q-MATIC AB.

COPYRIGHT © Q-MATIC AB, 2025. Feedback and questions: documentation@qmatic.com.

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1. What’s New

Version	Chapter	Change
01.A	General	Manual for Notifications created.
01.B	General	Updated according to new design.
01.C	Visit Notifications	Added feature: Visit End notifications can be sent based on service or queue.
01.D	Visit Notifications	Added feature: Visit Recycle notifications — automatic messages when a visit is recycled in Counter.

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2. Introduction

Notification Admin manages how and when SMS and emails are sent to customers and staff members. Changes take effect immediately.

When a customer or staff member selects a preferred notification method (“notification type”) at booking time — e.g. in Qmatic Web Booking, Appointment Booking, or Concierge — that selection overrides the defaults set in Notification Admin. For this reason, always set up both SMS and email messages for all active appointment notifications.

Appointment Notifications

Notify customers when: an appointment is booked, a reminder is due, an appointment is cancelled, or a customer doesn’t show up.

Visit Notifications

Notify customers when: a visit is called, created, ended, reaches a certain queue position, transferred, or recycled. Staff can also trigger a notification manually via Visit Update.

Staff Alerts

Notify staff when: a defined SLA for waiting time or waiting customers is reached, a customer arrives for a queue or service, appointments are booked or cancelled, or a resource group is almost fully booked.

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3. Setup

3.1 Setup Overview

Getting started:

1. Read the Before you start section below.
2. Configure SMS and email settings.
3. If needed, change date/time format and user credentials.
4. Add languages.

3.2 Before You Start

1. Ensure you have an email/SMS provider capable of handling heavy load. The system checks for new appointments at frequent intervals (e.g. every 5 minutes) and then sends all pending notifications in rapid succession. Recommended provider: Messaging Services.
2. Add the Notification unit type to the required equipment profiles. Most settings are configured at branch level. Note that Visit Call and Visit Positions are not enabled by default. See the Standard Unit Types Guide for details.

3.3 Manage General Settings

3.3.1 Time and Date Format

Go to General Settings > Date and Time format, enter the required formats, and save.

3.3.2 User Credentials

Go to General Settings > Orchestra Credentials. Provide credentials for a user that Notification Admin can use for REST calls. The user must have the following access modules:

• Appointment
• EntryPoint connector
• ManagementInformation connector
• ServicePoint connector
• Notification connector

Save when done.

3.3.3 Qmatic Web Booking Link

Go to General Settings > Qmatic Web Booking Link. Enter a URL and select whether the appointment ID type should be the Public ID or the Booking ID.

3.3.4 QR Code Size

Go to General Settings > QR Code Size and select a size for QR codes sent in notification messages. Default: 140×140 (medium).

3.4 Manage SMS Settings

Go to SMS Settings in the left menu:

1. Set an SMS Max Length (default: 320 characters; minimum: 120; maximum: 1000). Large character limits may cause messages to be split.
2. Check Keep the prefix (+) in phone number if you want to retain the + prefix.
3. Select an SMS Gateway from the dropdown list.
4. Save.
5. Click Edit for the selected gateway to enter its required settings (see below).
6. Test by clicking Test SMS Configuration and entering a phone number in format <country code><number> (e.g. 46123456789).

3.4.1 Qmatic SMS

• API-Key — API key for Qmatic SMS.
• From — Default sender name (e.g. “Support”).
• URL Shortener — Check to enable URL shortening.

3.4.2 SMTP

• Sender Email Address, Receiver Email Address
• Subject and Email Body — Use the drop-down to insert dynamic fields (e.g. Phone Number), then click Insert.
• Character Set (e.g. UTF-8)
• Host, Port
• User, Password — Required only if Authenticate is set to Yes.
• Start TTLS — Yes or No.
• Authenticate — Yes or No.

3.4.3 HTTP/HTTPS

• Host, Port, Path
• Authenticate — None or Basic. User and Password fields are only available when Basic is selected.
• Method — GET or POST. HTTP Body is disabled for GET.
• HTTP Body — For POST requests. Insert dynamic parameters (Phone number, Branch Name, Service Name, etc.) using the drop-down and Insert button.
• Content Type — JSON, HTML, TEXT, or ENCODED.
• HTTP Headers — Click Add to add name/value pairs. Click Delete to remove.

Click Save when done.

3.4.4 Beepsend

Prerequisites:

• A Beepsend account (see Qmatic World > Subscriptions).
• Outgoing traffic to host api.beepsend.com on port 80 or 443 must be open. Both HTTP and HTTPS are supported.

Settings:

• API-token — Long alphanumeric string provided by Beepsend on signup.
• From — Default sender name. Maximum 11 characters.
• HTTPS — Checked by default to use HTTPS.

Save your settings.

3.5 Manage Email Settings

Go to Email Settings in the left menu. Different settings can be configured per branch. Click Add to create a template; the Default template applies to all branches not covered by another template. Click Edit Settings to modify settings for a group of branches.

On the SMTP tab, configure:

• Sender Email Address, Host, Port, User, Password, Charset, Start TTLS, Authenticate

Click Save. Test by clicking Test Email Configuration and entering a test email address.

3.6 Add Languages

Go to Languages in the left menu to add support for additional languages in appointment messages:

1. Click Add.
2. Enter the language code (e.g. nl) and language name (e.g. Dutch).
3. For each notification type (excluding staff alerts), a per-language list of Email and SMS messages is available. Create messages for each language there.

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4. Visit Notifications

4.1 Overview

Visit notifications are sent to customers when specific events occur on their visit. A phone number or email must be associated with the visit (either directly or via a linked customer object) for notifications to be sent.

4.2 Visit Create Notifications

Sent when a visit is created in the system.

Configure

1. Go to Visits > Visit Create.
2. On the Settings tab, select a notification type: Email then SMS, Email, SMS, or Both Email and SMS. (Email then SMS falls back to SMS if no valid email address exists.)
3. In Branches and Queues, click Edit row to select which queues trigger notifications.
4. On the Messages tab, select the services to write messages for (or All). Different messages can be set per service.
5. For each language, click Edit row and compose the SMS and email messages. Insert dynamic parameters (branch name, ticket number, etc.) as needed.

4.3 Visit Call Notifications

Sent when a customer is called for service.

Configure

1. Go to Visits > Visit Call.
2. Select a notification type.
3. In Branches and Queues, click Edit row to select queues.
4. On the Messages tab, select services and compose per-language SMS and email messages with dynamic parameters.

4.4 Visit End Notifications

Sent just after a visit is ended — useful for sending feedback surveys.

Configure

1. Go to Visits > Visit End.
2. Select a notification type.
3. Select whether the notification should be based on queue or service.
4. In Branches and Queues/Services, click Edit row to select queues or services and set a delay in minutes after the visit is finished before the message is sent.
5. On the Messages tab, select services and compose per-language SMS and email messages.

4.5 Visit Update Notifications

Triggered manually by a staff member in Counter or Concierge. Used to send a Mobile Ticket link to a customer who has a paper ticket but wants to switch to a virtual ticket.

Configure

1. Go to Visits > Visit Update.
2. In Branches and Queues, click Edit row to select queues.
3. On the Messages tab, select services and compose per-language SMS messages with dynamic parameters.

4.6 Visit Positions Notifications

Sent when a visit reaches defined queue positions. The positions themselves are configured in the Notifications unit type.

Configure

1. Go to Visits > Visit Positions.
2. Select a notification type.
3. In Branches and Queues, click Edit row to select queues.
4. On the Messages Position A tab, select services and compose per-language messages.
5. Optionally, do the same for Messages Position B.

4.7 Visit Transfer Notifications

Sent when a customer is transferred to another queue.

Configure

1. Go to Visits > Visit Transfer.
2. Select a notification type: Email, SMS, or Both Email and SMS.
3. Select the branch.
4. Click Add and select the source queue and destination queue (or All). Save.
5. Click Edit Messages and compose per-language SMS and email messages with dynamic parameters.

4.8 Visit Recycle Notifications

Automatically sent when a staff member selects Recycle in Counter. Informs the customer their visit has been placed back in line.

Example message: “You missed being called, but don’t worry — you’ve been placed back in line and will be called again shortly.”

Configure

1. Go to Visits > Visit Recycle.
2. Select a notification type: Email then SMS, Email, SMS, or Both Email and SMS.
3. In Branches and Queues, click Edit row to select queues.
4. On the Messages tab, select services and compose per-language SMS and email messages with dynamic parameters.

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5. Staff Alerts

5.1 Overview

Staff Alerts sub-tabs: SLA Alerts, Arrival Alerts, Custom Alerts, Appointment Alerts, and Appointment SLA Alerts. The parameters Enable SLA Alerts and Enable Arrival Events must be checked in the Notifications unit type for those alert types to send.

5.2 SLA Alerts

Send alerts to staff when the number of waiting customers or waiting time exceeds defined levels, or when maximum serving time is exceeded at a service point.

Configure SLA Alerts Based on Queue

1. Go to Staff Alerts > SLA Alerts.
2. Select a branch and click Add.
3. Select Queue as the basis.
4. Configure settings:
   • Type — Number of waiting customers or waiting time.
   • Status — Enabled or Disabled.
   • Queue — The queue for the alert.
   • Alert Level — Number of customers or minutes of waiting time that triggers the alert.
   • Reset Level — Level at which the alert resets. Example: Alert at 10 customers, reset at 5 — the alert will not fire again until the count drops to 5 and rises back to 10.
   • Receiver Type — User, Role, or Manual Input. For Role: users must be assigned the role and have contact details registered.
   • Role/User/Direct — The recipient. For Manual Input, enter email addresses or phone numbers separated by commas.
   • Notification — Email or SMS.
5. Optionally restrict the alert to only send to staff with the selected role who are logged in and serving the selected queue per their work profile.
6. Enter a message and subject (subject required for email). Insert dynamic parameters as needed.
7. For right-to-left languages (e.g. Arabic), check the Right-to-left checkbox.
8. Save.

Configure SLA Alerts Based on Service Point

1. Select Service point as the basis.
2. Configure:
   • Type — Max Serving Time.
   • Status — Enabled or Disabled.
   • Alert Level — Serving time in minutes that triggers the alert.
   • Receiver Type, Role/User/Direct, Notification — Same as queue-based alerts above.
3. Enter a message and subject. Check the RTL checkbox if needed. Save.

5.3 Arrival Alerts

Alert staff when an appointment customer (or any visitor) arrives for a queue or service.

Configure

1. Go to Staff Alerts > Arrival Alerts.
2. Click Add and configure:
   • Based On — Queue or service.
   • Queue/Service — The queues/services that trigger the alert.
   • Ticket Type — Appointments, visits, or both.
   • Receiver Type — Staff (Field on Appointment), Staff (Field on Ticket), Email or Phone (Field on Appointment), Role, or Manual Input.
   • Role/User/Direct/Field Name — The recipient. For Direct: enter email addresses or phone numbers separated by commas. For field-based types: enter the field name.
   • Notification — Email or SMS.
   • On Event — Created, Transferred, or Both (only available when based on queue).
3. Optionally restrict to staff with the selected role who are logged in and serving the selected queue.
4. Enter the message and subject. Insert dynamic parameters. Check RTL checkbox if needed. Save.

5.4 Custom Alerts

Send alerts triggered by custom events — for example, when a feedback device records a negative mark.

Configure

1. Go to Staff Alerts > Custom Alerts.
2. Click Add and configure:
   • On Event — The custom event name.
   • Receiver Type — User, Role, or Manual Input.
   • Role/User/Direct — The recipient. For Manual Input: enter email addresses or phone numbers separated by commas.
   • Notification — Email or SMS.
3. Enter the message and subject. Insert dynamic parameters. Check RTL checkbox if needed. Save.

5.5 Staff Appointment Alerts

Notify staff members when appointments are booked or cancelled. Alerts can be based on a resource (mapped to a staff member) or a service.

Configure

1. Go to Staff Alerts > Appointment Alerts.
2. Interval settings (how often the system checks for new/cancelled appointments) are read-only here — they are managed in the Appointment Confirmation and Appointment Cancellation settings.
3. Select whether a new confirmation should be sent when changes are made from Calendar Client, and whether to attach iCalendar.
4. Save.
5. In the Messages section, define SMS and/or email messages for appointment confirmations and cancellations. Insert dynamic parameters and check RTL if needed.
6. In the last section, select a branch and click Add to configure recipient rules:
   • Based On — Resource or service.
   • Resource/Service Name — The service or resource that triggers the alert.
   • Event — Create or Cancel.
   • Receiver Type — User, Role, or Manual Input.
   • User/Role/Direct — The recipient. For Manual Input: email addresses or phone numbers separated by commas.
   • Notification — Email, SMS, or Both.
7. Save.

5.6 Staff Appointment SLA Alerts

Send an alert once or twice per day when a resource group reaches a defined booking percentage. Enables managers to take action (e.g. make more resources available).

Configure

1. Go to Staff Alerts > Appointment SLA Alerts.
2. In General Settings, check Enabled.
3. Enter the time(s) of day to check (up to two times) and which days to check ahead (e.g. 1 day and 2 days).
4. Save.
5. In the Messages section, define SMS and/or email messages. Insert dynamic parameters and check RTL if needed.
6. Select a branch and click Add to configure recipient rules:
   • Resource group — The resource group to monitor.
   • Booked for more than x % — The booking percentage threshold that triggers the alert.
   • Receiver Type — User, Role, or Manual Input.
   • User/Role/Direct — The recipient. For Manual Input: email addresses or phone numbers separated by commas.
   • Notification — Email, SMS, or Both.
7. Save.

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6. Appointment Notifications

6.1 Overview

Appointment notification sub-tabs: Appointment Confirmation, Appointment Cancellation, Appointment Reminder, and Appointment No-Show.

6.2 Appointment Confirmation

Sent when an appointment is booked.

Configure

1. Go to Appointments > Appointment Confirmation.
2. On the Settings tab, check Enabled.
3. Configure:
   • Attach ICalendar — Attach iCalendar to the confirmation.
   • Do not send update confirmations from Calendar 2.0 — If checked, no new confirmation is sent when appointments are updated from Calendar 2.0.
   • CheckInterval — How often in minutes the system checks for new bookings.
   • Phonefield can be found on — Customer or Appointment.
   • Fieldname — Field name where the phone number is stored.
   • Notification Type — Email then SMS, Email, SMS, or Email and SMS.
4. Select the branches and services for which confirmations should be sent.
5. On the Messages tab, select services and compose per-language SMS and email messages with dynamic parameters.
6. Save.

6.3 Appointment Cancellation

Sent when an appointment is cancelled.

Configure

1. Go to Appointments > Appointment Cancellation.
2. On the Settings tab, check Enabled.
3. Configure:
   • Attach ICalendar — Attach iCalendar to the cancellation message.
   • CheckInterval — How often in minutes the system checks for new cancellations.
   • Phonefield can be found on — Customer or Appointment.
   • Fieldname — Field name for the phone number.
   • Notification Type — Email then SMS, Email, SMS, or Email and SMS.
4. Select the branches and services for which messages should be sent.
5. On the Messages tab, compose per-language messages with dynamic parameters. Save.

6.4 Appointment Reminder

Sent to customers a defined time before their appointment start time.

Configure

1. Go to Appointments > Appointment Reminder.
2. On the Settings tab, check Enabled.
3. Configure:
   • CheckInterval — How often in minutes the system checks.
   • Time after End Time (hours) — Number of hours after the appointment to send the notification.
   • Phonefield can be found on — Customer or Appointment.
   • Fieldname — Field name for the phone number.
   • Notification Type — Email then SMS, Email, SMS, or Email and SMS.
4. Select the branches and services for which reminders should be sent.
5. On the Messages tab, compose per-language messages with dynamic parameters. Save.

6.5 Appointment No-Show

Sent when an appointment visit is marked as a no-show. Can be used to prompt the customer to rebook, or to send a questionnaire link.

Configure

1. Go to Appointments > Appointment Noshow.
2. On the Settings tab, check Enabled.
3. Configure:
   • CheckInterval — How often in minutes the system checks for no-shows.
   • First Reminder Time (hours before) — Hours before the appointment to send the first reminder. If the appointment is booked closer to the start time than this value, no reminder is sent.
   • Second Reminder Time (hours before) — Hours before the appointment for the second reminder. Enter 0 to disable the second reminder.
   • Phonefield can be found on — Customer or Appointment.
   • Fieldname — Field name for the phone number.
   • Notification Type — Email then SMS, Email, SMS, or Email and SMS.
4. Select the branches and services for which notifications should be sent.
5. On the Messages tab, compose per-language messages with dynamic parameters. Save.

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