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.

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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:

• Contact Information
• Notification Rules

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.

After adding contact methods, users indicate how frequently they'd like to receive SMS notifications by configuring their notification rules.

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.

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End of Life: OCHONs via SMS

We will no longer support delivery of on-call hand off notifications (OCHONs) via SMS for new users.

• If you have already configured your OCHONs to deliver via push or email contact methods, we will stop delivery of SMS notifications on September 10, 2024.
• If you haven't configured your OCHONs to deliver via alternate contact methods, we will stop delivery of SMS notifications on December 10, 2024. Please see our instructions to configure push and/or email notification methods for your OCHONs.

PagerDuty SMS incident responder notifications are truncated to 160 characters.

Here is an example of a PagerDuty SMS incident responder 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.

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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: