Set Alert Preferences (Alert Group) on a On-call Schedule - Admin Panel
Purpose: Explain what the Alert Preferences field does during scheduling.
What it controls
Alert Preferences define the protocol that Phone Copilot uses to notify the on-call person. A protocol can include up to three steps and can mix email, text, and phone calls with specific wait times and backups. The actual protocols are created and maintained in Alert Groups. The schedule simply references one of those protocols.
Steps
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When adding or editing a schedule, open Alert Preferences.
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Choose the protocol name that matches your escalation policy.
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Save.
Example protocol idea
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Step 1: send text immediately.
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Step 2: if unresolved after 15 minutes, place an automated call.
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Step 3: if still unresolved, alert a backup contact.
Tips and good practices
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Keep names of alert protocols clear and short.
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Test new protocols during a low-risk period.
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Use different protocols for routine vs urgent call types.