Escalation and reminder settings for rosters

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use the escalation settings to specify how and when escalations occur and when reminder notifications are sent.

    Escalation and reminder settings

    You can specify unique settings for each roster. When you configure a roster, you can specify
    • Forced communication channel: You can specify a mandatory communication channel: SMS, voice, Slack, email, Microsoft Teams, or mobile push.
      • SMS and voice require that Notify is active.
      • An on-call member must have an SMS device to receive SMS notifications. If the member does not have an SMS device, then no further attempts are made and the lack of an SMS device is logged.

      For information on setting up MS Teams as a notification channel, see Set up Microsoft Teams as a contact method for an on-call escalation.

      For information on setting up mobile push as a notification channel, see Set up mobile push as a contact method for an on-call escalation.

    • Number of reminders: The number of times the instance sends reminders to a person who does not reply within the time frame specified by Time between reminders.
    • Time between reminders: The time interval between sending reminders.
      Note:
      If an escalation trigger rule is defined for the On-Call: Conference Call Escalation workflow, then the time between reminders is set to 60 seconds irrespective of the Time between reminders field value in the associated escalation policy.

      For information about escalation policy, see Create an escalation policy.

      For information about escalation trigger rule, see Create an escalation trigger rule.

    • Values in the Number of reminders and Time between reminders fields determine the value in the Time before escalation field. For example, if Number of reminders is 2 and Time between reminders is 10 minutes, then the Time before escalation is 30 minutes. That is, the time that passes between the first notification of a non-responsive roster member and the first notification of the next member in the escalation path.

    Instructions

    For detailed instructions, see Configure a roster.