| Audience: | Employees, Case agents (when acting as a requestor), and Tenant Administrators |
Employee notifications keep employees informed about the progress of their cases and tasks. Notifications include public case updates, waiting reminders, resolutions, merged cases, and task activity.
Administrators configure these notifications in Case Setup > Notifications > Employee.
For notifications sent to case assignees, see Agent notifications. For notifications sent to Case Managers, see Manager notifications. For information about configuring all notification categories, see Configure Case setup.
Who receives employee notifications?
| Recipient | When |
| Raised for | Receives notifications about their case. |
| Raised by | Receives notifications for the case they created, when applicable. |
| CCs | Receive public updates for cases they're copied on. |
| Task owner | Receives notifications for assigned case plan tasks. |
Assigned agents don't receive employee notifications for cases they're working unless they're also the requestor or task owner.
You don't receive notifications for actions you perform yourself.
Notification behavior
Employee notifications are sent when significant events occur during the lifecycle of a case.
Some reminders and summaries are delivered on a scheduled basis, depending on your organization's configuration.
| Notification | Sent when | Default | Can turn off? |
| Update on case | An agent posts a public reply. | On | Yes |
| Case resolved | A case is resolved. | On | Yes |
| How did we do on case | A case is resolved, and a feedback survey is included. | Off | Yes |
| Case merged | A case is merged into another case. | On | Yes |
When close surveys are enabled, only the requestor receives the survey invitation. CCs continue to receive the case resolution notification.
Waiting reminders
| Notification | Sent when | Default | Can turn off? |
| Case is waiting on you | A case enters a waiting state that requires your response. | On | No |
| Reply needed – days left | A waiting case is approaching automatic resolution. | On | No |
| Cases are waiting on you | A reminder listing cases that are waiting for your response. | On | Yes |
Reply to a waiting case to keep it active and allow work to continue.
Case plan tasks
When case plans are enabled, task notifications help task owners keep work moving.
| Notification | Sent when | Default | Can turn off? |
| Tasks need your attention | A scheduled reminder for tasks that are due soon or overdue. | On | Yes |
| A task was returned to you | An AI-owned task is reassigned to a person. | On | No |
Task notifications are sent to the task owner, who may be an employee or an agent.
Related notification categories
Some notifications that affect employees are configured in other notification categories.
| Category | Examples |
| Participation | Added as a CC on a case or removed as a CC from a case. |