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Messages in escalation workflows › Use › Proactive Service Experience Workflows › Product Support for Technology
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Customize message files for Proactive Service Experience Workflows

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.

Parent Topic:About messages used in escalation workflows in Proactive Service Experience Workflows