Build Paging Behavior

Before you start

• Confirm the alert can already route to the correct function or team.
• Confirm the expected responder appears in the on-call directory.

Do this

1. Check ownership so the alert or incident scope resolves to the right team.
2. Check the team schedule so the current primary and escalation layers are correct.
3. Open the user profile or people management view and confirm the responder has the right escalation steps enabled.
4. Verify the channel order and delays for the user, such as push, email, SMS, voice, WhatsApp, Teams, or Slack DM, based on what is available in the workspace.
5. Add or adjust the team fallback policy only if the workspace needs a safety net when direct user contact fails.
6. Run a controlled page test and confirm the first contact and next escalation happen in the order you expect.

Check it worked

• The page starts with the intended responder.
• Escalation reaches the next layer only after the configured delay.
• Fallback behavior only appears when direct delivery is unavailable.

If it does not work

• If the first person is wrong, fix ownership or the schedule before touching user routing.
• If the channel order is wrong, edit the user escalation policy rather than the schedule.
• If pages are over-notifying, reduce duplicate channels before you add more fallback logic.

Next

• Create subscriptions
• Link SMS and voice delivery