Share Incident Updates with Broadcast Communications

After you set up Broadcast Communications, your incident team members can use these broadcast types:

• Broadcast Alert

  Send a disruptive in-app alert about an ongoing incident to a relevant group or queue. Incident teams receive timely notifications, can keep up to date with the incident’s progress, and can attach related cases, right from the Incident Alerts widget.

  
• Broadcast Email

  Send an email to a contact list view or to case contacts related to an incident with incident updates. Incident teams can easily keep impacted customers in the loop about incident progress and paths to resolution from the incident record.

  
• Broadcast Site Banner

  Share critical customer updates when an incident occurs from your LWR and Aura sites with customizable banners. Incident teams can alert customers about an ongoing incident to deflect cases, share progress updates, and maintain customer trust at scale.

  
• Broadcast Slack Message

  Send incident progress reports to leadership teams and relevant stakeholders in Slack. Incident teams can send a templated message with fields pulled from the incident record to keep internal teams in the loop when an incident occurs.

  

• Set Up Broadcast Communications
  To help your team share updates with your customers at scale during an incident, set up Broadcast Communications.
• Use Broadcast Communications
  Inform internal and external stakeholders of urgent issues with Customer Service Incident Management broadcast communications. You can notify the appropriate groups via alerts, Slack messages, emails, or site banners.