---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure On-Call communication channel

# Configure On-Call communication channel {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Configure notification messages sent from a communication channel for on-call escalations. You can customize the notification content, the response keywords, table and the domain they apply, for a specific channel available
in the base system such as Email and Microsoft Teams or a custom channel that is created.

## Before you begin

Role required: admin

## Procedure

1. In the navigation filter, enter on_call_communication_channel_config.list.  
   The On-Call Communication Channel Configs \[On-Call Communication Channel Configs\] table opens up on a new browser tab.
2. Select New.
3. On the form, fill in the details:  
   {#config-oncall-communication-channel__table_yr1_tqf_wfc__entry__2}

   | Field | Description |
   |-|-|
   | Channel type | Type of channel associated with the communication channel configuration. |
   | Channel default | Option to make this channel configuration serve as default configuration for the specified channel. |
   | Channel subflow | Subflow that is triggered to send escalation notifications for the specified channel type. |
   | Order | Priority for this configuration when multiple configurations exist for the same channel type and table. |
   | Table | Table and its child tables on which the configuration is applicable. Note: * This field is visible only if the Channel default check box is cleared. * If no configuration is available or matched for the child table then the configuration that is available or matched for the parent table is considered for the child table. * If no configuration is available or is matched for both the parent and the child table, then the configuration for the specified channel with the Channel default check box selected, is considered. {#config-oncall-communication-channel__ul_tmq_fy5_wfc} |
   | Conditions | Conditions based on which the channel configuration is applied to the table or it's child tables. |
   | Response Keywords ||
   | Accept keyword | Text or number keyword that is used to accept the escalation sent from channel type such as email or voice. Note: This field is read-only for SMS channel type. |
   | Reject keyword | Text or number keyword used to reject the escalation sent from channel type such as email or voice. Note: This field is read-only for SMS channel type. |
   | Messages - User ||
   | Title | Subject line that is displayed in escalation notifications to users for various channels, such as Email or Microsoft Teams. Note: This field is not available for SMS channel type. |
   | Message | Message content included in escalation notifications sent to users through channels such as Email, SMS, and others. |
   | Accept instruction | Instruction that is used to accept escalation sent to the user from channel type such as email or voice. |
   | Reject instruction | Instruction that is used to reject escalation sent to the user from channel type such as email or voice. |
   | Messages - Device ||
   | Title | Subject line that is displayed in escalation notifications to devices for various channels, such as Email or Microsoft Teams. Note: This field is not available for SMS channel type. |
   | Message | Message content included in escalation notifications sent to devices through channels such as Email, SMS, and others. |
   | Messages - Catch All ||
   | Title | Subject line that is displayed in escalation notifications sent to catch all users through various channels, such as Email or Microsoft Teams. Note: This field is not available for SMS channel type. |
   | Message | Message content included in escalation notifications sent to catch all users through various channels such as Email, SMS, and others. |
   | Accept instruction | Instruction that is used to accept escalation sent to the catch all users from channel type such as email or voice. |
   | Reject instruction | Instruction that is used to reject escalation sent to the catch all users from channel type such as email or voice. |
   [Table 1. On-Call Communication Channel Configs]

   {#config-oncall-communication-channel__table_yr1_tqf_wfc}  
   Note:  
   The following variables are used and applicable in the content for messages, titles, accept and reject instructions:
   * Dynamic Variables: Placeholders like `{number}` represent field values from the source record. For example, you can reference fields such as `{caller_id.user_name}` for incidents.
   * Reserved Variables: Functional placeholders, including Response keywords (`{accept_keyword}`, `{reject_keyword}`) and Notify variables (`{message_number}`, `{on_call_group_notify_number}`), are critical and cannot not be modified.
   * Hyperlink Variables: `{URI}` and `{URI_REF}` generate clickable links in the notifications to the source record. `{URI}` appear as LINK, clicking which opens the source record while `{URI_REF}` appears as the clickable source record number, clicking which also opens the source record.
   {#config-oncall-communication-channel__ul_wtm_4r5_wfc}
4. Select Submit.