Response Bridge

This feature is available to customers on our Enterprise plan and as part of the Modern Incident Response package. Please contact our Sales Team if you would like to upgrade to a plan featuring Response Bridge.

A response bridge allows you to use your preferred web conferencing provider for incident responders. There are four ways to add a response bridge:

Account-level Conference Bridge

Conference bridges can be added as account-level extensions. This provides users with a list of persistent conference lines to choose from when triggering an incident.

  1. Go to Configuration → Extensions.
  2. Go to the Conference Bridges tab, and click New Conference Bridge.
  3. Add a Label, Description, Conference Number, and Conference URL for your conference bridge, and click Save.
    • The Label is the name of the conference bridge as it will appear in the selection drop-down menu.
    • The Description is a brief explanation of the conference bridge.
    • The Conference Number is the phone number users will call into. Phone numbers should be formatted like 415-555-1212,,,,1234#, where a comma (,) represents a one-second wait and pound (#) completes access code input.
    • The Conference URL is the meeting URL for screen sharing purposes.
  1. Now the conference bridge will be available as an option when adding a bridge to an incident.

Service-level Response Bridge

When adding a response bridge to a service it is important to note that the response bridge information will appear on all incidents that trigger on that service. We recommend adding a response bridge to services dedicated to critical incidents that require a bridge.

  1. Go to Configuration → Services.
  2. Find your service and click Edit Service from the right sidebar.
  3. While in edit mode, go to Response Bridge Settings section — this is where you can add the response bridge information for your service.
    • Phone numbers should be formatted like 415-555-1212,,,,1234#, where a comma (,) represents a one-second wait and pound (#) completes access code input.
    • You can also enter an optional Meeting URL.
  4. When you are done, click Save changes.

When an incident is triggered on your service you will see the response bridge information in the web UI, email notifications, and Slack (if you have a Slack integration configured).

Manually Add a Response Bridge to an Incident via Response Mobilizer

If you do not have response bridge information added to your service, you can use the Add Responders feature to input the response bridge information.

  1. After an incident has been triggered, acknowledge the incident and click on Add Responders at the top right-hand corner.
  2. Select the users/escalation policies you wish to add as a responder.
  3. You can also add a note to send to the users you are requesting to join as a responder.
  1. To add in your response bridge details:
    • Phone numbers should be formatted like 415-555-1212,,,,1234#, where a comma (,) represents a one-second wait and pound (#) completes access code input.
    • You can also enter an optional Meeting URL.
  2. Click Add Responder.

Requests will be sent to responders, who can review response bridge details on the incident details page and in the responder email notifications.

At this time, if you wish to add a response bridge to an open incident you will need to use the add responders feature. On the other hand, if you've configured a service-level conference bridge, you can enter new response bridge info when adding a bridge via Response Mobilizer.

Add a Response Bridge via a Response Play

Adding a response bridge to a response play allows you to easily mobilize your responders - you can do this automatically at the service level or for individual incidents.

  1. Go to ConfigurationResponse Plays.
  2. Select New Response Play.
  3. Add responders to notify when the response play is run.
  4. Configure the response bridge information - this will be shared with responders when the response play is run.
  5. When you are done, click Save changes.

Once you've created the response play, you can configure the play to run automatically at the service level for all incidents that are created on that service. You can also allow your responders to run the response play on demand. This will allow them to run Response Plays for individual incidents. You can learn more about response plays here.