Twilio
Twilio powers the out-of-band escalation channel for sev-1 alerts — SMS first, voice call if SMS is unacknowledged for three minutes. You bring your own Twilio account; we don't resell Twilio credits.
Why customer-owned Twilio
Two reasons:
- Cost. SMS and voice rates vary by country; paging from your own account means you pay wholesale, not markup.
- Deliverability. Your Twilio number is already warmed up in your region. A GreenSlope-owned number would be cold in yours.
Install
You need: a Twilio account, a phone number provisioned on it, and an Auth Token.
- In the dashboard, Settings → Integrations → Twilio.
- Paste your Twilio Account SID, Auth Token, and sender number.
- Click Send test SMS — we send a test message to the first destination you configure. Confirm it arrived before enabling paging.
Destinations
In Settings → Alerts → Phone destinations, add the phone numbers that should receive pages. Each destination is verified by an SMS code.
Destinations can be grouped into oncall rotations if multiple people rotate. V1 supports simple weekly rotations; complex on-call schedules (custom swaps, handoffs) are V2+.
Routing
Any alert route with severity = sev1 automatically includes the
configured phone destinations or rotation. Sev-2 and sev-3 alerts do
not page via Twilio by default, though you can opt a sev-2 route in
manually.
Escalation behaviour
- T+0 — SMS sent to the on-duty destination.
- T+3 min — if not acknowledged, voice call.
- T+8 min — if still not acknowledged, escalate to the next destination in the rotation.
Acknowledging via any channel (SMS reply ACK, Slack button, email
link) stops the escalation.
Costs
Twilio charges you directly for each message and call. GreenSlope doesn't add a markup and doesn't appear on your Twilio bill.
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