Understand notification handling options

The Handling section allows a message sender to specify notification priority and expiration, as well as several override, password and voicemail options. These options provide granular control over how recipients interact with notifications.

The availability of Handling options will depend on how the designer has configured the form. The section may include only a subset of the Handling options, appear in a different order than described below, or may not be present on the form.

The following table summarizes the available settings:

Notification handling options




Specifies the relative importance of messages. Higher priority messages have better access to notification resources relative to lower priority messages in the system.

High-priority and low-priority email notifications generated by this form set the email message priority to the same value as the priority specified in this field. Most email readers display high-priority and low-priority messages with special markings such as exclamation marks and arrows, and allow users to filter messages based on priority.


Specifies the maximum time to send messages. For example, if a situation typically requires a response within 30 minutes, you might set an Expiration of 35 minutes.

Override Device Restrictions

When selected, xMatters will ignore device timeframes and delays so that messages will be delivered as quickly as possible. This won't affect subscription notifications. Warning: this setting overrides User preferences and will potentially notify recipients at any time of day or night.

Escalation Override When selected, specifies that xMatters should ignore shift escalation schedules (i.e., xMatters will send a 'broadcast' message to all users at the same time). Depending on your organization's policies, this setting may be appropriate for emergency situations.
Bypass Phone Intro When selected, the greeting message (including any branding) will not be played during a phone notification. This allows urgent messages to be played as soon as possible.
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

These settings can help you protect sensitive messages from being stored in a medium that is not secure, or to give a recipient more chances to answer a call that goes to voicemail on the first attempt. The Voicemail Options settings are used to configure the handling behavior for standard phone notifications and conference calls.


You can use the fields to specify how many times xMatters should retry the call after reaching an answering machine or voicemail service on the initial attempt, and how long it should wait (in seconds) between attempts.

You can also choose from the following options to specify what type of message xMatters will leave when a call is answered by an answering machine or voicemail system:

  • Message Content and Callback Info: a voicemail is left containing both the notification content and callback information (this option is not available when Require Phone Password is selected).
  • Message Content Only: a voicemail message is left containing the notification content, but no callback information is included (this option is not available when Require Phone Password is selected).
  • Callback Info Only: (default) a voicemail is left with callback information only, allowing the recipient to call in to retrieve the message.
  • Do Not Leave Message: no voicemail message is left.

For example, assume you specified 3 retries at 60 second intervals, and selected the Callback Info Only option. If the initial call to a recipient's phone device went to voicemail, xMatters would wait 60 seconds before trying again. After the third attempt (the fourth call in total), xMatters would leave a message containing only the callback information, without disclosing the nature or details of the event.