xMatters provides an easy way for you to contact another user, or to notify all of the members of a group, with the Quick Message feature. You can send a manual message to an individual or group of people without having to look up any of their data – xMatters will notify them on the device they prefer for that date and time. When notifying a group, xMatters will use the schedule for that group to notify each user as defined.
Depending on your permissions settings, you could let a co-worker know that you want to use them as a temporary replacement, or remind your supervisor about an upcoming scheduling change.
The following instructions use the default "Quick Message" panel. Depending on the settings configured by your administrator, the Quick Message panel may not be available in your deployment, or may have been replaced by another panel. (For information about sending messages via the legacy Advanced Messaging feature, see Advanced Messaging.)
- Log in to xMatters, and then click the Messaging tab.
- xMatters displays the Send a Quick Message page.
- In the Message area, type the text of your message in the Message Text field.
- In the Recipients area, do any of the following:
- In the Recently Used list box, select the name of the users to whom you want to send the message, and then click Add to Recipients List.
- To specify recipients not listed in the Recently Used list, click the Add Users, Add Groups, or Add Dynamic Teams link to use the search tools to select recipients for your message.
- In the Devices area, specify the names of the devices to which you want to send your message. If the users or groups you specified do not have a device with the specified name, they will not receive your message.
- Select All Devices to send the message to any devices configured for the recipients.
- In the Handling area, specify any of the following:
- Override Device Restrictions:xMatters will ignore Device Timeframes and Delays so that messages will be delivered as quickly as possible.
- Responses: Although Quick Messages are typically used for informational/FYI notifications and other situations that do not require a recipient response, in some cases you may want notifications to stop once someone has accepted the notification. The following Response Options are available:
- None: (default) the notification is sent to all recipients, without any response options.
- Notify Until Accepted: notifications stop once a recipient has accepted the message.
- Require Phone Password: When selected, a call recipient must enter a password before the message will be played. Note that selecting this setting indicates that the message content should be secure; as a result, the Voicemail Options Message Content and Callback Info and Message Content Only will be unavailable when a phone password is required.
- Voicemail Options: This setting can help you protect sensitive messages from being stored in a medium that is not secure. The following voicemail handling options are available when a call is answered by an answering machine or voicemail system:
- Callback Info Only: (default) a voicemail is left with callback information only (allowing the recipient to call in to retrieve the message).
- Message Content and Callback Info: a voicemail is left with message content and callback information (this option is not available when Require Phone Password is selected).
- Message Content Only: a voicemail is left, but no callback information is included (this option is not available when Require Phone Password is selected).
- Do Not Leave Message: no voicemail message is left.
- If you want to send the message at a specific time, or set the message to recur at a defined interval, select the Schedule Message check box, and set the options; for more information see Schedule a quick message.
- When you are satisfied with your choices, click Send to send your message.
If you are sending a Quick Message to a group and a user responds to the message with "Reject", xMatters will immediately escalate the notification to the next member of the team, bypassing any escalation delays that may be configured in the group details.
For example, imagine that you are sending a Quick Message to a group with a single team that consists of three users. The first user is configured to be notified immediately, the second user after five minutes, and the third user five minutes later. When the message is sent, the first user receives the notification and responds after two minutes with "Reject". xMatters ignores the last three minutes of escalation delay, and immediately sends the message to the second user in the group. If the second user does not respond at all, the third user will be notified five minutes later, or seven minutes after the message was sent.
This process only applies to escalation delays configured in the team settings; it does not apply to delays configured on user devices.
For more information about groups and escalation options, see Manage groups.