Set up incident alerts

Send site incidents to the right people

Start at: All Sites → your site → Alerts. You need permission to manage that site's settings.

1. Review Agency alert readiness and the route source. A site may inherit a selected infrastructure group's route or use its own destinations.
2. Configure the agency incident destinations and the severity levels they should receive. Use the channels available on the page: email, Slack, and SMS or phone calls where enabled.
3. Choose whether to send recovery notices. Set critical acknowledgement and still-unresolved reminders, or turn those milestones off.
4. Save the settings, then check the readiness summary and destinations again.
5. Use Recent delivery proof to review actual notification outcomes. A saved destination alone does not prove delivery.

In delivery history, “Sent” means the provider accepted the request. It does not confirm final inbox delivery, handset receipt, or an answered call. Where your role has a test control, send a labeled test to the saved destination and confirm receipt with the recipient.

Phone channels depend on availability and alert credits. The Alerts page explains unavailable channels, balances, and delivery failures. Do not assume a saved phone number guarantees a call or text will be sent.

Reuse a route across sites

Save the current incident route as an alert profile, then select its intended application scope. Review whether you are applying it to one site, a client group, or a wider set of sites before confirming. Infrastructure inheritance uses one selected group; settings are not merged across all groups.

Understand follow-up messages

A confirmed critical incident can send its opening notice, an acknowledgement reminder if nobody takes responsibility, and an unresolved reminder if it remains active. Repeated failed checks do not create an unlimited new alert round. A recovery notice is separate and depends on the route settings.

Planned work and specialist destinations

Use the site's service-window or snooze controls for planned work, and review their scope and end time. These controls affect alerts; they are not evidence that a site is healthy.

CSP and browser-event destinations are separate advanced settings for teams that need raw-signal notifications or webhooks. They do not replace the main agency incident route. See Slack setup and webhook boundaries.