---
title: "Configure case notification"
slug: "content-configure-case-notification"
updated: 2026-07-23T10:06:53Z
published: 2026-07-23T10:06:53Z
canonical: "help.8x8.com/content-configure-case-notification"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure case notification

**8x8 Contact Center** supervisors can receive an email notification if a customer case has been inactive for some time. CRM escalation rules allow you to configure case notification in **8x8 Configuration Manager** for cases that have been open but not updated within the specified time.

**To configure case notification:**

1. From the **Configuration Menu**, open **CRM**.
2. Go to the **Escalation Rules** tab.
3. Select the **Enable notification** check box.
4. Enter the number of days and hours that a case must be closed before sending an email notification to the supervisors.
5. Enter the supervisor's email address.
6. Select the day and time to receive the notification.
7. Click **Apply**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/cfgmgrcrmescalation01.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A18%3A43Z&se=2026-11-03T23%3A18%3A43Z&sr=c&sp=r&sig=yeNlb%2FQpezTWG1H5hv7ARnhtdA%2BOHwR23WPRGEOnVhM%3D)

The following table summarizes the options under **CRM > Escalation Rules**:

| Escalation Rules Option | Description |
| --- | --- |
| Enable notification (Time to Close Notification) | If enabled, **8x8 Contact Center** sends an email notification to the supervisor if a case has not been closed within the time specified time. |
| If the case is not closed in | Select the time interval, in hours and days, that a case must be closed. |
| Send an email notification to | Enter an email address to which **8x8 Contact Center** sends the email notification when a case has not been closed within the specified period. |
| Notification Frequency | Select the frequency with which **8x8 Contact Center** sends email notifications about unclosed cases to the specified email address. |
| Enable notification (Stall Time Notification) | If enabled, **8x8 Contact Center** sends an email notification to the supervisor if a case has been stalled (no activity) for the duration time specified. |
| If there was no case activity for more than | Select the time interval, in hours and days, during which a case activity must occur. |
| Send an email notification to | Enter an email address to which **8x8 Contact Center** sends the email notification when a case has been inactive for the specified duration of time. |
| Notification Frequency | Select the frequency with which **8x8 Contact Center** sends email notifications regarding cases that are not closed or do not have any activities. |

An email notification is sent to the supervisor. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/cfgmgrcrmescalation04.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A18%3A43Z&se=2026-11-03T23%3A18%3A43Z&sr=c&sp=r&sig=yeNlb%2FQpezTWG1H5hv7ARnhtdA%2BOHwR23WPRGEOnVhM%3D)