Understanding Notification Delivery Channels in ServiceNow Next Experience<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } Overview ServiceNow’s Next Experience (Polaris UI) provides multiple delivery channels for system and custom notifications. These channels allow users to choose how they want to stay informed about updates, tasks, and system events. This article explains the available delivery channels, their use cases, and configuration considerations. 1. Email Standard ServiceNow email notifications.Example: An email is sent when an incident is assigned or updated.Most widely used channel for system-generated alerts. 2. Next Experience (In-App) Notifications appear inside the Next Experience UI (bell icon in top-right).Delivered as pop-ups / toasts without leaving the platform.Ideal for quick awareness while working in ServiceNow. 3. Microsoft Teams Notifications delivered directly into Microsoft Teams (requires Teams integration + ServiceNow Teams app).Example: A Teams message when a task or approval is assigned to you.Helps bring ServiceNow updates into daily collaboration tools. 4. Chat – Web Client Sends notifications into the Virtual Agent chat interface.Useful for conversational workflows where task updates appear in chat. 5. Workspace Notifications shown inside Agent Workspace and other Workspaces.Contextual to the workspace, ensuring agents see updates directly related to their work. 6. SMS Notifications sent via text messages (SMS).Requires integration with an SMS gateway (e.g., Twilio, AT&T).Example: Receive a text message for a high-priority incident assignment. Key Notes Users can toggle each delivery channel ON/OFF from Notification Preferences.Disabling Allow Notifications turns off all channels.Admins define which channels are available for each notification. Best Practices Production: Use only relevant channels (Email, Teams, Workspace).Non-Production: Enable multiple channels for testing and validation.Configure integrations (Teams, SMS) carefully to avoid unnecessary noise.