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Timing of Contact Emails - Incident Waiting

edited Jul 27, 2016 4:39PM in Reporting & Analytics for B2C Service 4 comments

Content

Afternoon everyone!

We currently have emails that go to contacts when a response isn't received on an incident "Incident Waiting". It can be found @ ConfigSettings: Message Templates: Contact Emails: Incident

Does anyone know how you can change when the email actually goes out? We'd like the email to go out at 2 days and 4 days. The help page doesn't cover that part of it and I can't find where I can adjust this.

The status of the ticket would be "Pending Customer"

Version

Service Cloud
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