Acknowledgements

Acknowledgements confirm that a real person has seen an alert and is handling it. They are opt-in per routing rule — off by default. Use them for the events where someone must respond; leave them off for informational alerts.

How it works

1. An event arrives and matches a rule with Needs acknowledgement enabled
2. Everyone the rule targets gets the push on their phone
3. The first person to tap Acknowledge answers for the whole team — the alert is acknowledged event-wide, with their name and a timestamp
4. Everyone else's notification clears from their phone's tray automatically, so nobody wastes time on a problem that's already being handled
5. If nobody acknowledges in time, the escalation policy pulls in more people

Escalation

An escalation policy is a ladder of "wait, then also alert this group" steps that runs while an alert stays unacknowledged.

Two rules worth knowing:

• Timers count from the first alert, not from the previous step. A step at 15 minutes fires 15 minutes after the alert went out — even if an earlier step fired at 10.
• Escalation only ever adds people. The original recipients stay notified; each step widens the circle. Any acknowledgement — original recipient or escalation recipient — stops the ladder.

Build policies in Dashboard → Escalation Policies, or directly inside the rule builder ("If nobody acknowledges").

Where to see it

• Dashboard → Alerts — every alert carries one outcome chip: a pulsing Waiting for someone, Escalated — still waiting, or ✓ Maria · 4m once answered.
• Dashboard → Incidents — the response log: every alert that demanded an answer, who answered, and how fast (time-to-acknowledge per incident and on average). Owners can also acknowledge on someone's behalf here — useful when you handled the problem over the phone.
• Dashboard → Analytics — the month's acknowledgement rate, average response time, and fastest answer.