Understanding Incident Notifications
Understanding the available incident notification channels in Squadcast
When an incident is assigned to on-call users, they receive incident notifications. These notifications are triggered or escalated when an incident occurs and can be delivered through various channels such as Push notifications, Email, SMS, and Phone calls.
It's important to note that these notifications are specifically generated for incidents created within Squadcast and cannot be created manually.
Note: You can also choose to be notified of incidents via Slack and Google Chat.
Important: Incident notifications are exclusively sent to users holding the Organization Roles of Account Owner and User. Users with Stakeholder Organization roles, however, will not receive these incident notifications. If stakeholders wish to stay informed about incidents, they can follow the steps outlined here to add themselves as incident watchers.
Prerequisites
To begin receiving Push notifications, it is essential for all users to verify their phone numbers. Additionally, we highly recommend ensuring that the Squadcast mobile app on your device is regularly updated.
In order to begin receiving email notifications, it is necessary for all users to verify their email addresses.
Important: It's important to note that on the Free Plan, after surpassing the allocated free limits and exhausting the one-time allowance of 100 notifications (SMS and Phone Calls) for an account, SMS and Phone call notifications will no longer be received. However, users will still continue to receive Email and Push Notifications.
🔹 Best Practice Tip 🔹 Verify your phone number to receive push notifications. The app gives you instant access to all details and actions. We highly recommend ensuring that the Squadcast mobile app on your device is regularly updated. 🔹 Best Practice Tip 🔹 We highly recommend you include multiple channels in your notification rules. In the event that a third-party SMS or voice carrier has an outage, another channel, such as Push, you can ensure that you will still receive timely notification 🔹 Best Practice Tip 🔹 Your primary notification rule should be the most attention-grabbing notification method. We recommend using a diverse notification rule (Push, SMS, Phone, Email) with multiple steps to avoid single points of notification failure. 🔹 Best Practice Tip 🔹 Use a custom notification rule during business hours, that may not require aggressive notifying. 🔹 Best Practice Tip 🔹 Include a phone call in the last step of your notification rule, as a surefire way of getting alerted and acknowledging the incident.
Notification Phone Numbers
Squadcast phone and SMS notifications can come from varying numbers based on your country and other variables.
🔹 Best Practice Tip 🔹 We highly recommend downloading the Squadcast Contact Card, to add all the numbers we use to send phone and SMS notifications. 🔹 Best Practice Tip 🔹 Moreover, you can star the contact so that they can enable DND override for starred contacts.
Notification Details and Logs
To access the Notification Logs for a specific incident, follow these steps:
Go to the Incident Details page.
In the Responders section, locate and click on Notification Logs.
The Notification Logs will provide you with information about the source of each incident notification.
The Notification Logs include:
Cause: Indicates the cause of the notification, such as:
Incident Alert: Notifications are sent out for incidents triggered.Acknowledgment Reminder Alerts: Reminder notifications are sent out for unresolved incidents (if set up in the Escalation Policy).Incident Watcher Notification: Email notifications are sent out when a user/squad has subscribed to watch the incident@mentions: Email and Push notifications are sent out when a user/squad is @mentioned in the Notes section for the incident.
Name: User to whom the notification has been sent
Channel: Indicates the notification channel followed by the destination.
Status: Indicated the status of the notification, such as:
scheduled: When the notification is scheduled to be sent out from Squadcast.dispatched: When the notification is dispatched from Squadcast and has been accepted by our providers for further delivery.sent: When the notification is dispatched from the providers’ platform to the user.delivered: When the notification has been delivered successfully to the user.canceled: When an incident has been acknowledged or resolved, the rest of the scheduled notifications will not be dispatched. The notification status of these notifications will be set tocancel.failed: When Squadcast is unable to send out the notification.
Time: Indicates the time at which the notification was sent (or is yet to be sent).
You can filter the notification logs based on the Causes, Type, and Status of the notification.
Note: To export the Notification Logs for an incident in .CSV format, click on the download icon next to the refresh icon on the top.
Important:
In some cases, even when notifications might have been delivered to users, the status could still be set to sent/dispatched.
We depend on our vendors, who in turn depend on hundreds of carriers worldwide, to get notification delivery information. In rare cases, these logs might not be completely reliable. We might have to look further into it to understand certain situations.
If you wish to receive more details on the notifications sent out for an incident, you can reach out to our Support team with the Incident ID of the incident.
More on push notifications:
You might see multiple push notifications being scheduled/dispatched if you have logged in to your Squadcast account on multiple mobile devices
You will not see any push notifications in the logs if you have not installed and logged into the Squadcast mobile app even though you have push as a notification channel in your notification rule(s).
Permission for Push Notifications
Please verify if the necessary permissions for Push Notifications have been granted.
To ensure you receive regular notifications and bypass the Do Not Disturb (DND) feature, please follow these instructions:
Granting permissions for regular notifications:
During the onboarding process of the mobile app, you will have the option to grant permissions for regular notifications. Please make sure to enable this feature.
Alternatively, you can navigate to the Settings menu on your device.
Locate and select App and Notifications
Look for the Squadcast app and select Notifications
Toggle the switch for all the types of notifications you wish to receive.
Bypassing Do Not Disturb:
Follow the steps provided here to bypass the Do Not Disturb setting.
Note: We send push notifications for the following:
Incident notifications
On-Call Reminder notifications
@mentions in Incident Notes
Bypass Do Not Disturb (DND) for SMS and Phone Call Notifications
Bypassing Do Not Disturb is a powerful feature to receive Push, SMS, and Phone call notifications for incidents even when your phone has the Do Not Disturb mode turned on.
Download the Squadcast vCard to create a contact for Squadcast, then follow the instructions below for mobile devices running on either Android or iOS.
Android
To ensure uninterrupted SMS and phone call incident notifications on your Android device, follow these steps after downloading the vCard and creating a Squadcast contact:
Create a Squadcast contact using the downloaded vCard.
Star the Squadcast contact.
Go to Settings and locate the section for configuring Apps & Notifications or Sounds (the exact location may vary depending on your device).
In our example device, access the Do Not Disturb section.
Open the Exceptions settings and allow notifications for the starred Squadcast contact, even when Do Not Disturb mode is enabled.
By completing these steps, your Android device will continue to receive SMS and phone call incident notifications, even when in Do Not Disturb mode.
iOS
To ensure uninterrupted SMS and phone call incident notifications on your iOS device, follow these steps after downloading the vCard and creating a Squadcast contact:
Launch the Contacts app and locate the Squadcast contact. Tap on it to open the contact details.
Scroll down until you find the entries for Ringtone and Text Tone. Tap on either Ringtone or Text Tone, whichever you prefer to configure.
At the top of the menu, you will see an option for Emergency Bypass. Toggle it on for each of the desired notification methods for this contact.
By following these steps, even if your iOS device is in Do Not Disturb mode, you will continue to receive SMS and phone call incident notifications without any interruptions.
Bypass Do Not Disturb (DND) for Push Notifications
Users can choose to override the DND settings on their mobile phones and receive critical incident notifications from Squadcast via Push.
Android
On an Android device, follow the steps as indicated below:
Navigate to My Profile -> Toggle Allow DND Access
Next, you'll be navigated to this screen in settings -> Toggle Override Do Not Disturb on.
Note:
To override DND Mode on Samsung devices,
Navigate to the Do Not Disturb settings screen in your device’s Settings App
Add Squadcast to your Device’s DND exceptions
iOS
To override DND Mode for Squadcast Push Notifications, you will have to add Squadcast to your DND exceptions in your device's Settings App.
Refer to the flow as shown in the images below.
Push Notification Sound and Volume
Push Notification Sound and Volume settings vary for Android and iOS devices:
Android
By default, notifications will play in your device’s default notification sound. To customize Push Notification Sound, follow the steps here.
Squadcast does not override your device’s notification volume. This means that you will receive push notifications at the volume you have set on your device. If your device is on silent or vibrate mode, you won’t hear any sound for Squadcast push notifications. If you’d like to receive Squadcast push notifications at 100% volume on your Android device, you’ll have to set your device’s notification volume to 100%.
iOS
You cannot customize Push Notification sounds for iOS devices.
If you’d like Incident Notifications to override your device’s volume, you should enable Critical Alerts for Squadcast. If you don't enable Critical Alerts for Squadcast, you will receive Squadcast Push Notifications at the volume you have set for your device.
Note: When critical alerts are enabled, you’ll receive Incident Notifications at 100% volume, even if your device is on Mute mode or DND Mode (Check out this iOS Doc for more).
Refer to the flow as shown in the images below.
Note: If you don’t want to receive Incident Notifications at 100% volume, you’ll have to disable critical alerts for Squadcast.
Supported Countries
We use third-party providers to send out SMS and Phone call incident notifications. SMS and Phone call notifications are supported for all the countries across the world except for:
Cuba
North Korea
Russia (SMS not supported)
Kazakhstan (SMS not supported)
Important:
SMS and Phone Notifications to Iran: While we do send SMS and Phone call incident notifications to users in Iran, we cannot assure its 100% deliverability.
Phone Notifications to Russia: While we do send Phone call incident notifications to users in Russia, we cannot assure its 100% deliverability.
SMSs to China: Incident notification SMSs sent to users of Squadcast in China will contain only the
Incident Title. Incident URL is not included due to government policies against the presence of any URLs in SMSs. However, users can quickly view and take action on an incident using the Squadcast mobile app.
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