How to resend a anotification within a workflow

When a notification includes a poll, you can set up one or more automatic resends to contacts who have not yet responded to the poll. This gives your team another chance to reply, even if they missed the original message. Resends work with all poll types and stop when the poll closes.

You set up a resend in the Notification action of a workflow or call flow. A resend can also be sent to a different group, so you can use it to escalate a notification within your organization. This is helpful if you route calls to a Duty Officer by default but want a backup in case the Duty Officer misses a call.

You must be an Administrator to set up a notification resend. This article assumes you have already set up a workflow or call flow. To learn how, see Configuring workflows, Workflow Line configuration, Message Line configuration, Direct Connect Line configuration, or Cascade Connect Line Configuration.

Step 1

Select Add notification resend in the Notification action of a workflow or call flow to display the resend options.

Step 2

Configure the following for each resend:

1. Remove — If you add a resend by mistake, select Remove to delete it.
2. Recipients — Select who to send the resend to. The groups chosen for the original notification are selected by default. You can add more groups or choose different ones. Everyone who has not responded to the poll receives the resend. Contacts in a new group you add also receive it, even though they did not get the original notification. This is how you escalate to a larger group or to a supervisor or manager.
3. Include Off Duty Contacts — Select this checkbox to also send the resend to contacts in the selected groups who are Off Duty. By default, this is not selected. If you do not see this option, the feature has not been enabled in your account.
4. Resend After Original Notification — Select how long after the original notification the resend is sent. Intervals range from 1 minute to 90 days.
5. Message (Optional) — Add a message to the resend, such as “Additional responders needed. Please reply.” It appears first, followed by the original notification and poll, so recipients have the full context.
6. Delivery Method — Select at least one delivery method for the resend. No method is selected by default. All notification delivery methods available on your account can be selected.
7. Add notification resend — Select to add another resend. You can add as many as you need. Each resend can go to a different group, so you can escalate step by step through your organization.

What a recipient sees

When a recipient receives a resend, they see the resend message along with the original notification and poll, so they have all the information they need.

1. The resend message appears in a red callout so it stands out as needing attention.
2. The original notification message is included for context. This is especially helpful if the resend was sent to a new group.
3. The original poll is also included for context.