App Alerts for field user notifications
Key Takeaway
A user sees an alert only when their active territory exactly matches a territory on one of the alert's App Alert Territory records. Targeting doesn't follow the territory hierarchy, so you create a separate App Alert Territory record for each territory you want to reach.
App Alerts is the Life Sciences Cloud framework for creating notifications, controlling where and when they appear, and delivering them to the right field users. Alerts appear inside the Life Sciences Commercial web app and the Life Sciences Cloud Mobile app, so reps can act on safety updates, opportunities, initiatives and home office news without leaving their workflow. Territories control who sees each alert. Web and mobile behave differently in several ways, including how long alerts stay visible and what content they can show.
Alert categories and types
All alerts share one framework but fall into two categories. App Alerts are general notifications that you target by territory. Users get them through the global notification bell or specific tabs.
Record Alerts are contextual notifications tied to a specific record, such as an Account or Visit. A record alert appears on that record's page while the user works on the record.
Each alert also has a purpose type, which decides where the alert lands on web and on mobile.
| Use for | Web | Mobile | |
|---|---|---|---|
| Notification | General informational updates, such as a new safety update | Alerts tab | Alerts tab |
| Recommendation | Opportunities or suggested next steps that should stand out more than a Notification | Recommendations tab | Recommendations tab |
| Guided Action | Structured tasks or initiatives that should stay visible over time | Alerts tab | Guided Actions tab |
| Announcement | Home office communications | Announcements component on the home page | Announcements component on the home page |
Guided Actions often include several resources and deep links. Announcement is a fourth type that exists only for App Alerts, not Record Alerts. Announcements are for organization-wide communications rather than territory-based delivery. An alert whose "Type" is set to None is treated as a Notification.