Notification Management
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Email Status
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SMS Status
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Send General Notification
KRI Breach Alert
Incident Alert
AML Screening Alert
Policy Update Notification
Notification History
| Date/Time | Type | Subject | Recipients | Status | Actions |
|---|
Quick Reference
Sending General Notifications
- Navigate to General tab
- Enter recipient email addresses (comma-separated)
- Optional: Add SMS recipients (phone numbers)
- Write subject and message
- Select priority (Low, Normal, High, Urgent)
- Click "Send Notification"
Sending KRI Alerts
- Navigate to KRI Alerts tab
- Enter KRI name and risk title
- Specify current value, threshold, and status
- Add email and SMS recipients
- System auto-formats alert with breach details
- Recipients get immediate notification
Testing Notification System
- Click "Test System" button (top-right)
- Enter test email address
- Optional: Add test phone number for SMS
- Click "Send Test"
- Check email/SMS inbox for test message
- Verify delivery within 1-2 minutes
Viewing Notification History
- Navigate to History tab
- View all sent notifications with timestamps
- Filter by type, status, or date
- Click eye icon to view details
- Click resend icon to resend notification
- Track delivery status (Sent, Failed, Pending)
Notification Types
| Type | Purpose | Recipients | Channels |
|---|---|---|---|
| General | System announcements, general communications, scheduled notifications | All users, specific departments, role-based groups | Email, SMS |
| KRI Alerts | Key Risk Indicator threshold breaches, warning levels exceeded | Risk Manager, Risk Owners, Executive Team | Email, SMS (urgent) |
| Incident Alerts | Critical incidents, security breaches, operational failures | Incident Response Team, Management, IT Security | Email, SMS (immediate) |
| AML Screening | Anti-Money Laundering matches, PEP alerts, sanctions hits | Compliance Officers, AML Team, Legal | Email, SMS (high priority) |
| Policy Updates | Policy changes, approvals, review requirements | Policy Owners, Reviewers, Affected Departments | |
| Workflow Approvals | Maker-Checker approvals, risk assessments, treatment approvals | Approvers, Reviewers, Risk Owners | Email, Dashboard |
| System Alerts | Integration failures, backup status, system maintenance | IT Team, System Administrators | Email, SMS |
Understanding Priority Levels
Use for: Informational updates, scheduled reports, non-urgent reminders
Delivery: Email only, batched delivery (next scheduled run)
Example: "Monthly risk register report available for review"
Response Time: No response required, informational only
Use for: Standard notifications, workflow updates, policy changes
Delivery: Email, immediate delivery
Example: "New risk assessment awaiting your review"
Response Time: Within 24-48 hours
Use for: KRI breaches, risk escalations, compliance deadlines
Delivery: Email + SMS, immediate delivery
Example: "KRI threshold exceeded: Transaction Failure Rate - immediate action required"
Response Time: Within 4 hours
Use for: Critical incidents, security breaches, system outages
Delivery: Email + SMS + Dashboard Alert, immediate delivery with retry
Example: "CRITICAL: Security incident detected - immediate response required"
Response Time: Immediate (within 1 hour)
Best Practices
- ✓ Use clear subject lines - Recipients should understand notification purpose from subject
- ✓ Keep messages concise - Limit to 2-3 paragraphs, use bullet points for clarity
- ✓ Select appropriate priority - Match priority to urgency (don't overuse Urgent)
- ✓ Test before bulk send - Send test notification to yourself first to verify formatting
- ✓ Use role-based recipients - Send to roles (Risk Manager) not individuals when possible
- ✓ Include actionable items - Tell recipients what action is needed and by when
- ✓ Verify phone numbers - Ensure SMS numbers include country code (+260 for Zambia)
- ✓ Monitor delivery status - Check History tab to verify notifications were delivered
- ✗ Send without testing - Risk: Formatting errors, broken links, incorrect recipients
- ✗ Use vague subject lines - Risk: Recipients ignore or miss important notifications
- ✗ Overuse Urgent priority - Risk: "Cry wolf" effect, recipients ignore all notifications
- ✗ Send SMS for long messages - Risk: Message truncation, high SMS costs, poor user experience
- ✗ Include sensitive data - Risk: Data breach, compliance violations if email compromised
- ✗ Send to inactive users - Risk: Bounced emails, wasted resources, delivery failures
- ✗ Forget to specify action - Risk: Recipients unsure what to do, delayed responses
- ✗ Ignore failed deliveries - Risk: Important notifications not received, compliance issues
Troubleshooting Common Issues
Possible Causes:
- Invalid email addresses (typos, incorrect format)
- SMTP server connection issues
- Recipient's email server blocking NAPSA emails
- SMTP authentication credentials expired
- Email size exceeds limit (attachments too large)
Solutions:
- Verify email addresses: Check for typos, ensure format is correct (e.g., user@domain.com)
- Test email system: Use "Test System" button to send test email to your own address
- Check SMTP status: Verify Email Status card shows "Active" on dashboard
- Review error logs: Contact IT Support to check SMTP server logs for specific errors
- Whitelist NAPSA domain: Ask recipients to add napsa.co.zm to email whitelist
- Contact IT Support: If issue persists, escalate to support@napsa.co.zm
Possible Causes:
- SMS gateway integration disabled or not configured
- Insufficient SMS credits in account
- Phone numbers missing country code
- SMS provider service outage
- Phone numbers blocked by provider (spam protection)
Solutions:
- Check SMS credits: Contact IT to verify SMS gateway account has sufficient credits
- Format phone numbers: Ensure all numbers include +260 country code (e.g., +260971234567)
- Test SMS system: Use "Test System" button with your own phone number
- Verify SMS provider: Contact IT to check SMS gateway status (Integration Bus)
- Check provider status: Visit SMS provider's status page for outages
- Escalate to IT: If SMS Status is "Inactive", only IT can re-enable the integration
Possible Causes:
- HTML email not supported by recipient's email client
- Special characters not encoded properly
- Copy-pasted text from Word or other applications includes hidden formatting
- Line breaks or spacing issues
Solutions:
- Send test notification: Use "Test System" to send to yourself and verify formatting
- Use plain text: Type message directly in notification form (don't copy-paste from Word)
- Avoid special characters: Use standard punctuation, avoid emojis or symbols
- Check recipient's email client: Some older email clients don't support HTML emails
- Use line breaks: Press Enter twice to create paragraph breaks for readability
- Preview before sending: Always send test to yourself first to verify appearance
Possible Causes:
- Too many recipients in single notification (>100)
- SMTP server rate limits exceeded
- Network timeout during send
- Server under heavy load
Solutions:
- Split into batches: Send to maximum 50-100 recipients at a time
- Wait between batches: Pause 2-3 minutes between large sends to avoid rate limits
- Use role-based groups: Instead of individual emails, use department or role groups
- Schedule during off-peak: Send bulk notifications during non-business hours
- Contact IT for bulk needs: For >200 recipients, request IT assistance for optimized bulk send
- Monitor progress: Check History tab to track which batches were sent successfully
Support & Assistance
IT Support
For: SMTP/SMS issues, integration problems, system configuration, delivery failures
Contact: support@napsa.co.zm
+260-211-123456
Hours: 24/7 (critical issues)
Mon-Fri 8:00-17:00 (standard)
Response: Critical: 1 hour
Standard: 4 hours
Risk Management Team
For: KRI alert templates, escalation procedures, notification content guidance
Contact: risk@napsa.co.zm
+260-211-123460
Hours: Mon-Fri, 8:00-17:00
Response: Same day for urgent,
1-2 business days standard
Compliance Team
For: AML alert procedures, policy notification requirements, regulatory notifications
Contact: compliance@napsa.co.zm
+260-211-123462
Hours: Mon-Fri, 8:00-17:00
Response: Urgent AML: 2 hours
Standard: 1-2 business days