Help Center/Responding to incidents

When you're paged

You’re paged when an incident arrives while you’re on call, or when escalation reaches you. This article shows what a page looks like and how to take it.

The SMS

Every page arrives as a text message to the number on your profile.

A page as it appears on your phone.
  • The SMS always fits one message. Long titles are cut with “...”.
  • It says “ESCALATED” when it reached you by escalation.
  • Pages go out through Oncall’s built-in SMS providers (Hubtel and Africa’s Talking), so there’s nothing to set up.

The one-tap link

Tap the link in the SMS and a page opens. You don’t need to log in.

The page the link opens.
  • Press Acknowledge to take the incident and stop the escalation.
  • The link lasts 24 hours.
  • If someone got there first, the page says who.
  • If the incident is already resolved, the page says so.

In Slack

If your company uses Slack and your Slack account is matched to you, you also get a direct message with Acknowledge and Resolve buttons. See Slack.

The Slack message.

Coming soon: acknowledging by replying to the SMS.

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