A Responder can be notified by SMS, Email or Phone via an Escalation Policy. However, there are some common problems that people run into when setting up and testing Escalation Policies.
Common Issues
Some Responders not receiving SMS or Phone Notifications
If some of your Responders are not receiving Phone or SMS Notifications, this is often caused by an issue with the Phone Number we hold on them.
Ensure the Phone Number we hold for them on our system is correct
Ensure the Phone Number is formatted correctly. The Phone Number must be in the E.164 format with the leading '+' prefix. For example, if this is a UK number, you must enter it as "+447712345678"
You can find out how to locate and edit a User's details here.
Responders not receiving any Notifications
The most common cause of this issue is that the Team that the Alert is coming from does not have an Active Escalation Policy. Each Team in your system must have its Escalation Policy set up, otherwise the Responders will not be notified.
Ensure that the Team from which the Alert is coming has an Escalation Policy
Ensure that this Policy is active and is set to cover the kind of Alert that is being triggered
Find out how to access and edit Escalation Policies here.
Some Responders not receiving Email Notifications
This issue is usually caused by the Email Address we hold for the Responder.
Ensure the Email Address we hold for them on our system is correct
Make sure your Email Address is not blocking the emails. To do this, make sure to whitelist noreply@staysafeapp.com.
You can find out how to locate and edit a User's details here.
Phone Notifications are not being heard
If you receive a Notification call, but the message is not heard, or only partially heard, your Phone system usually causes this.
As it is an automated call, the system cannot distinguish between a person picking up the Phone and a computer doing so. If your Responder number is an office Phone with an IVR menu or automated hold system, the message will pay as soon as the system picks the Phone up, instead of waiting until the Operator does.
This can be resolved by using a different Number, that goes to the same place. Automated phone systems often have a secondary Number that bypasses the IVR menu and rings directly.
Error Code: Cannot Activate Escalation Policy with Team Responders in the Invited State
If a User is inactive and you set them up as a Responder within an Escalation Policy, you will not be able to activate the Policy until the User(s) accepts their invitation. If you do so, you will receive this error message 'Cannot Activate Escalation Policy with Team Responders in an Invited State'.
To resolve this, ensure that the Responder has accepted their invitation and is active in our system.
What's Next?
Find out about Escalation Policies and Team Responder Notifications.