.png)
When Should I Use This?
Use tokens in notifications when you need to:
Include applicant or application details in an automated notification (for example, application ID, application link, or current status).
Send status-based updates through workflow-triggered notifications.
Support consistent messaging across email, SMS, and voice notifications (with language selection as part of setup).
Step-by-Step Instructions
Open the Notifications screen in your portal.
Select New on the Notifications screen.
Input a Notification Name and Internal Title.
Select a Trigger Event (this is the workflow status where the notification will automatically be sent).
Select Recipients (based on the Applicant Type selected in the Applicant Type tab).
(Optional) Enable Reminder if you want follow-up messages:
Set how many times to repeat sending at a specific time (Pacific Time).
Set a number to stop the emails from sending.
If needed, select whether the system should move the application to a workflow status if the reminder is replied to or not replied to.
Choose a Notification Type: Email, SMS, or Voice.
Add your message content for the selected type:
Email: Input Subject Line, input Body, select Language.
SMS: Input Body, select Language.
Voice: Input Body, select Language, and adjust the speed with Preview.
Add any TOKENS you need in the message content. Notifications use TOKENS to insert information from the system about each applicant.
Select Save.
Token reference (supported tokens)
Use only the tokens listed below (as documented):
ACH_INFO_REQUEST_LINK – Link for requesting ACH information.
APPLICATION_ID – Unique identifier for an application.
APPLICATION_LINK – Direct link to view or manage the application online.
APPROVAL_DATE_KEY – Date when the application was approved.
BUSINESS_NAME_KEY – Business name associated with the application.
CURRENT_DATE_PT – Current date formatted in Pacific Time (PT).
DISBURSEMENT_AMOUNT – Amount being disbursed (paid out).
INSTANCE_NAME_KEY – Name of the specific instance in the portal.
INVITE_URL_KEY – URL used to invite a user to the platform.
PAYMENT_GROUP – Group or batch associated with a payment.
PAYMENT_SCHEDULE_TOTAL_AMOUNT – Total amount scheduled to be paid over time.
STATUS_KEY – Current status of the application (e.g., pending, approved, denied).
TOTAL_DISBURSEMENT_AMOUNT – Total amount that has been or will be disbursed.
USER_HAS_SET_PASSWORD – Whether the user has set their password.
USER_NAME_KEY – User’s name is inserted.
XYZ_APPROVAL_REASONS_KEY – Reasons for approval.
XYZ_DENIAL_REASON_KEY – Reason for denial.
XYZ_OUTREACH_TOKEN – Unique outreach token for tracking or authentication.
Common Mistakes to Avoid
Forgetting to set the Trigger Event. A trigger is the status where the notification is automatically sent.
Selecting the wrong recipients. Recipients are tied to the Applicant Type selected in the Applicant Type tab.
Making SMS messages too long. SMS should be limited to 320 characters.
Skipping Voice “Preview.” Use Preview to adjust voice speed before saving.
Leaving a reminder running indefinitely. If you enable reminders, set a stop number so messages don’t continue sending.
Best Practices for FORWARD Direct Users
Write messages in a shared template first. The documentation recommends creating email/SMS messages using a shared template so edits are easier and approved content can be copied into the Notification.
Use “Clone Notification” when you need a similar message. Cloning lets you reuse an existing notification and make small changes.
Pause notifications when you need to temporarily disable them. Use Pause to disable and Active/Play to re-enable.
Use reminders carefully and intentionally. When reminders are enabled, you can repeat sending at a specific time (Pacific Time) and optionally move an application to a workflow status based on whether the reminder is replied to or not replied to.
FAQ
What are tokens in notifications?
Tokens are system values you can use in notifications to insert information about each applicant (for example, APPLICATION_ID or STATUS_KEY).
Can I use tokens in email, SMS, and voice notifications?
FORWARD Direct supports notifications sent by Email, SMS, and Voice, and tokens are part of the notification system for inserting applicant information.
How do trigger events work for notifications?
A trigger event is the workflow status where the notification will automatically be sent.
What is the SMS character limit?
SMS should be limited to 320 characters.
Can a reminder move an application to a different workflow status?
Yes. When setting up reminders, you can choose whether the system moves the application to a selected workflow status if the reminder is replied to or not replied to.