Create a Moments™ Notification

This guide walks you through creating a Moments™ notification. When specific conditions are met (such as certain phrases being spoken, time elapsed, or behavioral metrics), agents receive targeted notifications to help guide their conversations.

A notification consists of four main components that you’ll configure:

Access the Moments™ Console

Before creating a notification, ensure you can access the Moments™ Console:

1. Navigate to the Revenue App in your browser
2. Log in with your Salesforce credentials
3. Hover over Coaching and click Moments

Create a New Notification

Click the + Create Notification button located at the top-right of the page.

The notification creation wizard will open, guiding you through four steps: Who, When, What, and Moment.

Configure Who Receives the Notification

The Who step defines your target audience. This determines which users will receive the notification when it triggers.

Explore the tabs below to learn more about the different options.

If you have administrator permissions, you can target all users in your organization:

1. Select All Users (this is the default option for administrators)
2. The notification will trigger for everyone based on the conditions you set in the “When” step

1. Select Specific Teams
2. Type in the search box to find teams
3. Select one or more teams from the results
4. (Optional) Click Exclude to remove specific team members from receiving this notification

1. Select Specific Users
2. Search for users by name
3. Select one or more users from the results

Note: Your permissions determine which users you can see:

• Admins can see all users
• Supervisors can see users in teams they manage
• Agents can only target themselves for personal coaching

1. Select Specific Roles
2. Choose the roles you want to target
3. (Optional) Exclude specific users who have the targeted role

Once you’ve selected your target audience, click Next to proceed to the When step.

Configure When the Notification is Applied

The When step defines the types of conversations this Notification is applied to.

By default, a notification will be associated with “All Conversations.”

Scope a notification to specific conversations tied to Opportunities based on using fields from the opportunity, contact, or account objects to ensure the notification is used under specific scenarios.

Scope a notification to specific conversations tied to Campaigns based on using fields from the campaign, lead, or contact objects to ensure the notification is used under specific scenarios.

Scope a notification to specific conversations tied to Cases based on using fields from the case, contact, or account objects to ensure the notification is used under specific scenarios.

Scope a notification to specific types of conversations with participants based on using fields from the lead, contact, or account objects to ensure the notification is used under specific scenarios.

Scope a notification to specific conversations tied to Events based on using fields from the event, contact, or lead objects to ensure the notification is used under specific scenarios.

Note: This is helpful to scope Notifications to video meetings, which are associated to Events in Salesforce.

Upon selection of one of the available options (with exception of “all conversations”), you will be presented with a list of fields to be evaluated to make sure that the notification is relevant to the conversation.

You can add more than one criteria to a notification by clicking + Add Additional Criteria.

If there are more than two fields that are added to a Notification, you can select from an All of the conditions are met (AND) or Any of the conditions are met (OR) options. With three or more fields added, you can select a Custom option to designate criteria logic to evaluate a combination of criteria.

Once you’ve selected what conversations the Notification should be applied to, click Next to proceed to the What step.

Configure What Triggers the Notification Triggers

The what step defines the type of Notification that the user is trying to generate. They fall within one of four categories of notifications:

Checklists

Checklists are step-by-step guides that agents can complete during conversations. They can include up to 15 individual checklist items and are triggered based on what is said in a conversation or at a specific point in time.

Best For:

• Ensuring agents follow a specific process or sequence
• Guiding agents through complex sales or support procedures
• Providing structured guidance for common scenarios

Example: A checklist for handling customer objections with steps like "Acknowledge the concern," "Ask clarifying questions," and "Present a solution."

Guidance

Guidance notifications provide contextual help to agents based on what is mentioned during a conversation. They can be triggered when specific phrases are detected from the rep, participant, or anyone in the conversation.

Best For:

• Providing competitor intelligence when competitors are mentioned
• Offering talking points when specific topics arise
• Delivering contextual information based on conversation content

Example: When a customer mentions a competitor, show guidance with talking points about your product's advantages.

Behavior Alerts

Behavior alerts are triggered based on conversation behavior patterns, including:

• Talk Rate - When reps are speaking too fast
• Monologues - When reps speak for long uninterrupted stretches
• Interruptions - When reps speak while another participant was previously speaking

Best For:

• Coaching agents on conversation dynamics
• Improving listening skills
• Ensuring balanced conversations

Example: Alert an agents if they have interrupted the other participant, encouraging them to engage them in the conversation.

Compliance Reminders

Compliance reminders are based on what is not said by a specific point in a conversation. These notifications help ensure agents follow required procedures and ask necessary questions.

Best For:

• Ensuring agents ask for call recording consent
• Reminding agents to ask required qualification questions
• Verifying compliance with regulatory requirements

Example: Remind agents to ask for recording consent if they haven't done so within the first 30 seconds of a call.

Once you have selected what type of Notification to display, you can configure the triggering criteria based on the following options.

Trigger notifications based on elapsed time during a conversation:

1. Select Time-Based trigger type
2. Set the time threshold (e.g., 60 seconds, 2 minutes)

Example Use Case: Remind agents to ask a qualification question if they haven’t done so within the first minute of a call.

Trigger notifications when specific words or phrases are detected in the conversation:

1. Select Phrase Detection trigger type
2. Enter the phrases or keywords to detect
3. Configure whether to trigger on agent speech, customer speech, or both

If you want to display a Notification when a user or participant does not mention a phrase, that is available under the Compliance Reminder option.

Example Use Case: Alert agents when a customer mentions a competitor’s name.

Trigger notifications based on conversation metrics:

1. Select Behavioral Metrics trigger type
2. Choose the metric to monitor (talk time, silence duration, etc.)
3. Set threshold values
4. Configure comparison conditions

Example Use Case: Warn agents when they interrupt the other participant.

Once you’ve selected your notification type and configured the triggering criteria, click Next to proceed to the Content step.

Add Content to Your Notification

The Content step is where you define what agents will see when the notification triggers. If you started with a template, you can modify the content that came with it, or create new content.

1. Click Create Content or Add Content
2. Fill in the content details:

For Notifications

• Notification Name (Required) - This is the name of your Notification. It also displayed to users as the headline of your Notification
• Content Body (Required) - The message text (up to 180 characters)
• Link URL (Optional) - Add a clickable link to an external resource
• Link Display Text (Optional) - Display Text for the link
• Completion Phrases (Optional) - Phrases that automatically mark the notification as complete

For Checklists

• Notification Name (Required) - The checklist headline
• Subheadline (Optional) - Additional context for the checklist
• Checklist Items (Required) - Add up to 15 items for agents to complete
• Completion Phrases (Optional) - Phrases that mark individual items as complete

Note: A notification must have content associated with it before it can be enabled.

After adding your content, click Next to proceed to the review step.

Review and Save

Review your notification configuration and check that all steps are complete.

Click Save to create your notification

Enable Your Notification

After saving, you will be brought to the All Moments™ page.

Your notification is created but not yet active. To enable it:

1. Find your notification in the list
2. Toggle the switch under the Status column to activate it