SMS Notifications
PagerDuty SMS Notifications
PagerDuty can notify users via SMS when various incident lifecycle events occur. Many factors, such as laws and regulations in your region, may affect the content in SMS notifications. The SMS notifications you receive may vary slightly from the examples given below. SMS notifications may come from any of the numbers in the PagerDuty vCard.
Contact Information and Notification Rules
For more information about adding contact methods and configuring notification rules, please see the following sections in the User Profile article:
PagerDuty users opt in and consent to receiving SMS notifications regarding incidents, status updates and on-call shifts by configuring SMS contact methods on their User Profile.
SMS contact method (click to enlarge)
After adding contact methods, users indicate how frequently they'd like to receive SMS notifications by configuring their notification rules.
SMS notification rule (click to enlarge)
SMS Notification Content
The examples below are common SMS notifications that users can expect to receive while using PagerDuty. Most users can take action on SMS messages (e.g., acknowledge or resolve an incident) by replying with the numeric code indicated in the message.
| Scenario | Message Body |
|---|---|
| An incident triggers and notifies the on-call user | ALRT [incident number]: You were assigned to an incident. Go to PagerDuty to learn more. Reply 4: Ack, 6: Resolve |
| A user is added as a responder | PagerDuty [incident number]: Please help with incident [incident number] |
| A user receives a Status Update to an incident that they are assigned or subscribed to. | [user] has published an update to incident #[incident number]: [custom message] |
| A user recently went on call (On-Call Handoff Notification ). | Went on call on [date and time] for escalation policy [escalation policy] (Level X - [schedule name]). |
PagerDuty SMS incident responder notifications are truncated to 160 characters.
Here is an example of a PagerDuty SMS incident responder notification:
SMS incident notification
If multiple incidents are assigned to you, PagerDuty may bundle all notifications into a single SMS notification, listing out the incident numbers and giving you the option to acknowledge all or resolve all incidents at once.
SMS Responses
Most users can respond to SMS notifications by entering a context-specific numerical code. Due to regional restrictions, users in some countries may not be able to respond to SMS notifications. If you are in one of these countries, the SMS notifications you receive may differ from the information outlined above. Please refer to Supported Countries for more information.
Status Update stakeholder notifications are truncated to 450 characters.
Call To Action Prompts
Users can get help, opt out of receiving SMS notifications, or opt back in by replying with the following action prompts:
| SMS Action | Message Body |
|---|---|
HELP | English: To receive help from PagerDuty please email [email protected] or visit support.pagerduty.com . Message and Data rates may apply. Message frequency varies. Text STOP to cancel. French: Pour recevoir de l’aide de PagerDuty, veuillez envoyer un e-mail à [email protected] ou visiter support.pagerduty.com. Des messages et débits de données peuvent être appliqués. La fréquence des messages varie. Envoyez STOP pour annuler. |
STOP | English: PagerDuty: You will no longer receive any messages. Message and Data rates may apply. Message frequency varies. Reply HELP for help or email [email protected] French: PagerDuty: Vous ne recevrez plus aucun message. Des messages et débits de données peuvent être appliqués. La fréquence des messages varie. Respondez AIDE pour obtenir de l’aide ou envoyez un e-mail à [email protected] |
START | Welcome to PagerDuty. Please reply YES to confirm your phone number. Message and Data rates may apply. Message frequency varies. Text HELP for help. Text STOP to cancel. Privacy policy: https://www.pagerduty.com/privacy-policy Terms of Service: https://www.pagerduty.com/website-terms-of-use |
YES (confirm START) | You are subscribed to PagerDuty notifications. Message and Data rates may apply. Message frequency varies. Text HELP for help. Text STOP to cancel. Privacy policy: https://www.pagerduty.com/privacy-policy Terms of Service: https://www.pagerduty.com/website-terms-of-use |
Updated 16 days ago