About messages used in escalation workflows in Proactive Service Experience Workflows

---
title: About messages used in escalation workflows in Proactive Service Experience Workflows
description: Multiple messages that are used within the incident escalation flows are available with the base Proactive Service Experience Workflows application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows/product-support-for-technology/psew-about-msgs.html
release: australia
product: Product Support for Technology
classification: product-support-for-technology
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Proactive Service Experience Workflows, Product Support for Technology]
---

# About messages used in escalation workflows in Proactive Service Experience Workflows

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/configure-msg-file-taw.md)**  
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.

**Parent Topic:**[Using Proactive Service Experience Workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/use-assurance-workflows.md)