Customize message files for Proactive Service Experience Workflows

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

    • Customize the messages that provide instructions to the network engineers that are working on network-initiated issues for different subcategories, levels of escalation, and personas in Proactive Service Experience Workflows.

    Before you begin

    Role required: admin

    About this task

    Each subflow in Proactive Service Experience Workflows references a message file that provides instructions for agents to use to troubleshoot, escalate, and resolve network-initiated incidents. You can use the default message text, or customize the text for your internal troubleshooting processes.

    Procedure

    1. Navigate to All > System UI > Messages.
    2. Search for key values that contain sd_wan.
    3. Select the record with the text that you want to customize.
    4. In the Message field, provide instructions for that subflow's subcategory, persona, and level of escalation.
    5. Select Update.