---
sourceDocument: Brazil Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/proactive-service-exp-workflows

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Messages in escalation workflows

# About messages used in escalation workflows in Proactive Service Experience Workflows {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Multiple messages that are used within the incident escalation flows are available with the base Proactive Service Experience Workflows application.

These messages provide instructions to technical support engineers to troubleshoot, escalate, and resolve incidents. The ones provided with the base system address common network initiated incidents, but can be modified for your
troubleshooting processes.
* **[Customize message files for Proactive Service Experience Workflows](https://www.servicenow.com/docs/sS~7HdZYdrdtEp8Y~UvbJg)**   
  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.