Configure On-Call communication channel

  • Release version: Australia
  • Updated March 12, 2026
  • 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:
      Table 1. On-Call Communication Channel Configs
      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.
      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.
      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.
    4. Select Submit.