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It's time to re-examine the things you thought were true about phone calls and SMS."/><meta name="keywords" content="incident,incident management,incident response,post mortem,outage,slack incident,incident channel"/><meta name="slack-app-id" content="A01DEGPUHHC"/><link rel="canonical" href="https://incident.io/hubs/building-on-call/the-complexity-of-phone-networks"/><meta property="og:title" content="The complexity of phone networks | incident.io"/><meta property="og:description" content="Making a phone call is easy...right? 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hover:text-alarmalade-500" href="#content-top">Building On-call: The complexity of phone networks</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#how-calls-and-sms-reach-your-phone">How calls and SMS reach your phone</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#things-you-thought-were-true-about-phone-calls-and-sms">Things you thought were true about phone calls and SMS</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#busy-means-the-user-cant-pick-up">Busy means the user can’t pick up</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#high-risk-numbers-are-high-risk">High-risk numbers are high-risk</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#a-sent-sms-means-its-been-received-by-the-target-network">A Sent SMS means it’s been received by the target network</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#buying-phone-numbers-is-easy">Buying phone numbers is easy</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#if-an-sms-delivers-now-we-should-be-able-to-send-an-sms-to-the-same-person-in-an-hour">If an SMS delivers now, we should be able to send an SMS to the same person in an hour</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#anyone-can-reply-to-a-shortcode-number">Anyone can reply to a shortcode number</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#if-someone-can-send-sms-to-a-uk-number-it-means-they-can-send-sms-to-our-uk-number">If someone can send SMS to a UK number, it means they can send SMS to our UK number</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#did-we-miss-anything">Did we miss anything?</a></li></ul></div></div><div class="lg:max-w-[788px] grow flex flex-col gap-4 lg:gap-10" id="content-top"><div class="flex flex-col gap-4"><div class="flex flex-col gap-2"><h1 class="text-h3 text-balance">Building On-call: The complexity of phone networks</h1></div><div class="flex flex-col gap-2 md:flex-row justify-between mt-auto"><div class="flex items-center gap-2"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"></div><a class="text-body-sm-emphasis leading-[1.1] w-min sm:w-auto transition hover:text-alarmalade-500" href="/blog/author/leo-sjoberg">Leo Sjöberg</a></span></div><div class="text-body-sm text-content-secondary">July 16, 2024<span> — <!-- -->7 min read</span></div></div></div><div class="relative"><span class="relative overflow-hidden block align-top transition-opacity opacity-0 w-full rounded-lg"><img alt="" width="1920" height="1080" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent;view-transition-name:blog-the-complexity-of-phone-networks" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=60&q=75 60w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=64&q=75 64w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=96&q=75 96w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=128&q=75 128w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=256&q=75 256w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=384&q=75 384w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=2048&q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=3840&q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fb7f8afd8fad36a594bfe16ed90eed5a4c0e71a69-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=3840&q=75"/></span></div><div class="prose prose-orange text-body max-w-none mb-6"><p class="">Arguably the most important part of an <a href="https://incident.io/on-call" target="_blank" rel="noopener noreferrer" class="">on-call product</a> <!-- -->is knowing that you will be notified when things break, wherever you are. When it comes to SMS and phone call notifications, we have to leave the familiar realm of the internet and JSON responses, and deal with systems that provide limited observability and insight into what’s gone wrong.</p><h2 id="how-calls-and-sms-reach-your-phone" class=""><a class="heading-link" href="#how-calls-and-sms-reach-your-phone"><span class="icon icon-link"></span></a>How calls and SMS reach your phone</h2><p class="">A lot of things can go wrong when you try to send an SMS or make a phone call. To understand why, it’s useful to understand how an escalation like "<em>Production is down" </em>goes from our systems to your phone.</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/d632efa866ae0c126a5ff6e8c481441595286989-700x400.png?q=85&auto=format" loading="lazy" width="700" height="400" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/d632efa866ae0c126a5ff6e8c481441595286989-700x400.png?w=2000&q=80&fit=max&auto=format"/></span></figure><p class="">When we make a call or send an SMS, we send an API request to a telecom API provider, who will place that call on our behalf.</p><p class="">Our provider then forwards that request to one of their telecom network partners. Which partner it’s sent to will depend on which number we’re sending from: for example, it might be AT&T when we call from a US number, and Three when we call from a UK number. </p><p class="">Once it reaches the network partner, it mostly works like a regular phone call or SMS: the carrier will connect to whichever network your phone is on, and establish the call or deliver the SMS, and the rest is in the hands of your carrier.</p><p class="">But with this many steps, things are bound to go wrong. Especially when, through all this, our telecom API provider tries to give us status updates on the call or SMS. We should be getting information about the call being established or why it failed, and when an SMS enters their systems, is sent from their partner network, and when it’s received by your carrier.</p><p class="">Normally, this all works as it should, but telecom is an old business, and sometimes, getting an error code of “the user didn’t pick up”, doesn’t <em>actually</em> mean that the user didn’t pick up…</p><p class="">So here are some things you might’ve thought were true about phone calls and SMS.</p><h2 id="things-you-thought-were-true-about-phone-calls-and-sms" class=""><a class="heading-link" href="#things-you-thought-were-true-about-phone-calls-and-sms"><span class="icon icon-link"></span></a>Things you thought were true about phone calls and SMS</h2><h3 id="busy-means-the-user-cant-pick-up" class=""><a class="heading-link" href="#busy-means-the-user-cant-pick-up"><span class="icon icon-link"></span></a><code>Busy</code> means the user can’t pick up</h3><p class="">When a user can’t pick up the phone, such as when they’re already on another call, you get the response code <code>486 Busy Here</code>. It <em>should</em> mean the person you’re trying to reach is busy. But some carriers will reject calls from international numbers with a 486 code, instead of a <code>400 Bad Request</code> or <code>403 Forbidden</code>. This isn’t something that’s even tied to a specific country. Instead, it’s all decided carrier-by-carrier, and there’s no registry of how different carriers respond. It’s all trial and error.</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/ebd91cb0dacf1e1ae7557bbb83a1120a84da157f-700x300.png?q=85&auto=format" loading="lazy" width="700" height="300" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/ebd91cb0dacf1e1ae7557bbb83a1120a84da157f-700x300.png?w=2000&q=80&fit=max&auto=format"/></span></figure><h3 id="high-risk-numbers-are-high-risk" class=""><a class="heading-link" href="#high-risk-numbers-are-high-risk"><span class="icon icon-link"></span></a>High-risk numbers are high-risk</h3><p class="">Our primary telecom API partner, Twilio, has a concept of “high-risk numbers”. A high-risk number should be one that’s identified as having a high risk for <a href="https://www.twilio.com/docs/glossary/what-is-toll-fraud" target="_blank" rel="noopener noreferrer" class=""><em>toll fraud</em></a>. So for our trusted users who want to get a phone call when production goes down, we shouldn’t need to worry about high-risk numbers, right? Wrong. High-risk numbers are number <em>ranges</em>, and while some numbers in that range might have a high risk of toll fraud, there will likely be plenty that are perfectly legitimate.</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/3fab96044df6d5d49562f4650ae86f61130f8ade-700x300.png?q=85&auto=format" loading="lazy" width="700" height="300" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/3fab96044df6d5d49562f4650ae86f61130f8ade-700x300.png?w=2000&q=80&fit=max&auto=format"/></span></figure><h3 id="a-sent-sms-means-its-been-received-by-the-target-network" class=""><a class="heading-link" href="#a-sent-sms-means-its-been-received-by-the-target-network"><span class="icon icon-link"></span></a>A <code>Sent</code> SMS means it’s been received by the target network</h3><p class="">When we send SMS, they go through stages of <em>Queued</em> → <em>Sent</em> → <em>Delivered</em>. <em>Sent</em> indicates that the SMS was sent from our API partner’s telecom network partner (e.g. AT&T in the diagram above), and <em>Delivered</em> (or <em>Undelivered</em> if it’s rejected) indicates that the target carrier (your phone network) accepted the SMS.</p><p class="">At least, that’s how it’s supposed to work. Some carriers, like Ireland’s <em>Eir</em> network, don’t accept international SMS, but instead of responding with a rejection, we just get <em>nothing!</em> To work around this, we now mark outbound SMS as “stuck” if they don’t move to a terminal state quickly enough, and then retry sending from a different number.</p><h3 id="buying-phone-numbers-is-easy" class=""><a class="heading-link" href="#buying-phone-numbers-is-easy"><span class="icon icon-link"></span></a>Buying phone numbers is easy</h3><p class="">In both the UK and the US, it’s pretty straightforward to buy an outbound number to send SMS or make calls from. You pick what you want to do with the number (make phone calls and send SMS), fill out a regulatory registration form to detail how you’re going to use the number, and pay some money. If you want a shortcode number for SMS, you fill out a shortcode application, wait a couple of weeks, and pay some money.</p><p class="">But try buying a phone number in Latvia - you can’t. Or a shortcode in Ireland? Tough luck, we were told the last time a shortcode became available was about a year ago! What about Germany, one of the biggest economies in the EU? You’ll need a German business address and business registration for that, yikes.</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/58393d519f37165eb11d5cfc727b129398a5d131-700x300.png?q=85&auto=format" loading="lazy" width="700" height="300" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/58393d519f37165eb11d5cfc727b129398a5d131-700x300.png?w=2000&q=80&fit=max&auto=format"/></span></figure><h3 id="if-an-sms-delivers-now-we-should-be-able-to-send-an-sms-to-the-same-person-in-an-hour" class=""><a class="heading-link" href="#if-an-sms-delivers-now-we-should-be-able-to-send-an-sms-to-the-same-person-in-an-hour"><span class="icon icon-link"></span></a>If an SMS delivers now, we should be able to send an SMS to the same person in an hour</h3><p class="">Some countries, notably China, apply rules for sending SMS depending on the time of day and the urgency of your SMS 🙃</p><h3 id="anyone-can-reply-to-a-shortcode-number" class=""><a class="heading-link" href="#anyone-can-reply-to-a-shortcode-number"><span class="icon icon-link"></span></a>Anyone can reply to a shortcode number</h3><p class="">We use shortcode numbers, like <em>65 956</em>, to send on-call notifications in the US and UK, to improve our deliverability. However, some UK carriers prevent their customers from sending SMS to a shortcode number (which we rely on for people to acknowledge escalations), and it’s not even configurable!</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/cc05b36e9ae59fc0336140555fe4676a577ea4d3-700x300.png?q=85&auto=format" loading="lazy" width="700" height="300" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/cc05b36e9ae59fc0336140555fe4676a577ea4d3-700x300.png?w=2000&q=80&fit=max&auto=format"/></span></figure><h3 id="if-someone-can-send-sms-to-a-uk-number-it-means-they-can-send-sms-to-our-uk-number" class=""><a class="heading-link" href="#if-someone-can-send-sms-to-a-uk-number-it-means-they-can-send-sms-to-our-uk-number"><span class="icon icon-link"></span></a>If someone can send SMS to a UK number, it means they can send SMS to <em>our</em> UK number</h3><p class="">When we don’t have a local number to use for SMS notifications, we usually fall back to one of our UK numbers. Now, if we’re able to send an SMS to a user in another country, and they receive that SMS, surely they can also reply, right? Nope. Even if someone is able to send international SMS, and can send SMS to a different number in the UK (or any other country we send from, we tried Sweden too), their carrier might still be unable to pass the SMS message to our telecom network 😭</p><h3 id="did-we-miss-anything" class=""><a class="heading-link" href="#did-we-miss-anything"><span class="icon icon-link"></span></a>Did we miss anything?</h3><p class="">These are some of the things we’ve learned from our relatively short time working in the world of telecom. If you’ve spent some time banging your head against carrier regulations, SIP codes, and incomprehensible request diagrams (have you ever <em>seen</em> a SIP signaling diagram?!), and have a few more things you think we need to be aware of for building a world-class on-call product, we’d love to hear from you.</p></div><div class="flex justify-between"><div class="flex gap-3"></div><div class="flex gap-6"><button title="Bluesky" class="relative"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 576 512" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M407.8 294.7c-3.3-.4-6.7-.8-10-1.3 3.4.4 6.7.9 10 1.3M288 227.1c-26.1-50.7-97.1-145.2-163.1-191.8C61.6-9.4 37.5-1.7 21.6 5.5 3.3 13.8 0 41.9 0 58.4S9.1 194 15 213.9c19.5 65.7 89.1 87.9 153.2 80.7 3.3-.5 6.6-.9 10-1.4-3.3.5-6.6 1-10 1.4-93.9 14-177.3 48.2-67.9 169.9C220.6 589.1 265.1 437.8 288 361.1c22.9 76.7 49.2 222.5 185.6 103.4 102.4-103.4 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77.6 125.2 170.6 125.2s168.7-55.9 170.6-125.3c20.2-9.6 34.1-30.2 34.1-54 0-33-26.8-59.8-59.8-59.8-13.7 0-26.3 4.6-36.4 12.4-27.4-17-62.1-27.7-100-29.1v-.2c0-25.4 18.9-46.5 43.4-49.9 4.4 18.8 21.3 32.8 41.5 32.8zm-172.5 93.3c16.7 0 29.5 17.6 28.5 39.3s-13.5 29.6-30.3 29.6-31.4-8.8-30.4-30.5S160.3 247 177 247zm190.1 38.3c1 21.7-13.7 30.5-30.4 30.5s-29.3-7.9-30.3-29.6 11.8-39.3 28.5-39.3 31.2 16.6 32.1 38.3zm-48.1 56.7c-10.3 24.6-34.6 41.9-63 41.9s-52.7-17.3-63-41.9c-1.2-2.9.8-6.2 3.9-6.5 18.4-1.9 38.3-2.9 59.1-2.9s40.7 1 59.1 2.9c3.1.3 5.1 3.6 3.9 6.5"></path></svg></button></div></div><div class="p-8 bg-white border border-stroke-primary rounded-lg flex flex-col gap-4 flame-background lg:flex-row"><div class="flex-1 flex flex-col gap-4 justify-between flex-grow items-center lg:flex-row"><div class="flex gap-4 items-center"><span class="relative overflow-hidden block align-top w-25 h-25 rounded-full object-cover ring-1 ring-inset ring-black/10"><img alt="Picture of Leo Sjöberg" loading="lazy" width="250" height="250" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa4ced1ce7ab3ed001c9dc1e27e5292c0ff00502d-512x512.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=256&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa4ced1ce7ab3ed001c9dc1e27e5292c0ff00502d-512x512.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=640&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa4ced1ce7ab3ed001c9dc1e27e5292c0ff00502d-512x512.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=640&q=75"/></span><div class="text-pretty"><div class="text-content-primary text-body-emphasis">Leo Sjöberg</div><div class="text-alarmalade-600 text-body-xs">Product Engineer</div></div></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] border border-stroke-primary hover:border-stroke-hover text-content-primary dark:text-white text-body-emphasis h-[41px] px-4 py-2 max-sm:w-full" href="/blog/author/leo-sjoberg">View more<!-- --> <span class="hidden sm:inline">from <!-- -->Leo</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div></div></div></section><section class="flex flex-col gap-6"><div class="flex flex-col md:flex-row justify-between gap-4"><h2 class="text-h3">More from Behind-the-scenes building On-call</h2><a class="relative gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 hidden md:block" href="/blog">View all<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div><div class="grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-8 md:gap-4"><a id="f3673cac-18df-49fe-997f-538c1d221d29" class="group flex flex-col" href="/blog/behind-the-scenes-launching-on-call"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&_img]:transition-all [&_img]:rounded-lg group-hover:[&_img]:rounded"><img alt="Behind the scenes: Launching On-call" loading="lazy" width="1920" height="1080" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F488cbe9726b6521f3f32a5e3b39e48af89191e1b-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=1920&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F488cbe9726b6521f3f32a5e3b39e48af89191e1b-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=3840&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F488cbe9726b6521f3f32a5e3b39e48af89191e1b-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=3840&q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Behind the scenes: Launching On-call</h3><p class="text-body-sm line-clamp-2">We like to ship it then shout about it, all the time. Building On-call was different.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Henry Course" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F951e36b2b4f5cc1786703dfc890674c3564271ea-800x800.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=128&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F951e36b2b4f5cc1786703dfc890674c3564271ea-800x800.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F951e36b2b4f5cc1786703dfc890674c3564271ea-800x800.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=256&q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Henry Course</span></span></div><div class="text-body-sm text-content-secondary">July 9, 2024</div></div></div></a><a id="8f883945-8f0b-4614-9f35-1a2d71b5a6e3" class="group flex flex-col" href="/blog/building-on-call-our-observability-strategy"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&_img]:transition-all [&_img]:rounded-lg group-hover:[&_img]:rounded"><img alt="Building On-call: Our observability strategy" loading="lazy" width="1920" height="1080" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc335e33de5877a9d0db524513e961282feba3744-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=1920&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc335e33de5877a9d0db524513e961282feba3744-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=3840&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc335e33de5877a9d0db524513e961282feba3744-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=3840&q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Building On-call: Our observability strategy</h3><p class="text-body-sm line-clamp-2">Our customers count on us to sound the alarm when their systems go sideways—so keeping our on-call service up and running isn’t just important; it’s non-negotiable. To nail the reliability our customers need, we lean on some serious observability (or as the cool kids say, o11y) to keep things running smoothly.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Martha Lambert" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa7e8493e76844447f158be56ed4ee232ac4a39d3-500x500.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=128&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa7e8493e76844447f158be56ed4ee232ac4a39d3-500x500.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa7e8493e76844447f158be56ed4ee232ac4a39d3-500x500.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=256&q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Martha Lambert</span></span></div><div class="text-body-sm text-content-secondary">August 22, 2024</div></div></div></a><a id="7ecb4a81-dc6b-45d3-8806-cb7ef49cd15d" class="group flex flex-col" href="/blog/building-a-multi-platform-on-call-mobile-app"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&_img]:transition-all [&_img]:rounded-lg group-hover:[&_img]:rounded"><img alt="Building On-call: Building a multi-platform on-call mobile app" loading="lazy" width="1920" height="1080" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8e61966206b55fae6b312ae3618ba7bb31dd3019-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=1920&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8e61966206b55fae6b312ae3618ba7bb31dd3019-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=3840&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8e61966206b55fae6b312ae3618ba7bb31dd3019-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=3840&q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Building On-call: Building a multi-platform on-call mobile app</h3><p class="text-body-sm line-clamp-2">What does it take to build a greenfield mobile app in 2024? When we launched On-call earlier this year, we had to find out.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Rory Bain" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F03152b7eec852151f760e893d865963694542181-500x500.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=128&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F03152b7eec852151f760e893d865963694542181-500x500.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&w=256&q=75 2x" 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1.95 2.021 3.847 3.05 5.762.177.33.392.638.664 1.078.278-.285.499-.494.699-.72q.608-.78 1.305-1.48c.858-.759 1.837-.509 2.286.547q.232.598.343 1.228a66 66 0 0 1 1.509 12.259c.016.812-.048 1.604-.622 2.224-1.29.273-2.019-.428-2.559-1.393-.596-1.065-1.132-2.164-1.763-3.378-.626.854-1.217 1.63-1.773 2.43-.332.479-.651 1.009-1.315.902-.741-.12-1.103-.694-1.26-1.383-.337-1.48-.658-2.961-.98-4.444-.643-2.962-1.302-5.921-1.915-8.89a31 31 0 0 1-.555-3.632c-.045-.521.21-1.067.329-1.6z"></path><defs><clipPath id="server-racks_svg__a"><path fill="#fff" d="M48.644 83.479c0-9.395 7.616-17.012 17.01-17.012h102.878v79.386H48.644z"></path></clipPath><clipPath id="server-racks_svg__b"><path fill="#fff" d="m185.411 28.395 59.945 103.826-32.271 18.632L153.14 47.026z"></path></clipPath></defs></svg><h2 class="text-h3 md:text-h2 text-balance max-w-[588px]">So good, you’ll break things on purpose</h2><p class="text-body md:text-body-lg max-w-[588px]">Ready for modern incident management? Book a call with one of our experts today.</p></div><div class="flex gap-4 flex-col lg:flex-row lg:gap-4"><div class="basis-1/2"><img alt="Signup image" loading="lazy" width="1176" height="641" decoding="async" data-nimg="1" class="w-full h-full object-cover rounded-lg" style="color:transparent" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&w=1200&q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&w=3840&q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&w=3840&q=75"/></div><div class="basis-1/2 flex flex-col gap-6 bg-surface-secondary rounded-lg p-6"><div class="grow"><h3 class="text-body-emphasis mb-2">We’d love to talk to you about</h3><ul class="flex flex-col gap-2 text-body-serif grow"><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>All-in-one incident management</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Our unmatched speed of deployment</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Why we’re loved by users and easily adopted</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>How we work for the whole organization</li></ul></div><div class="flex justify-between items-center"><div class="w-full flex gap-4 flex-col sm:flex-row whitespace-nowrap"><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button 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When it comes to SMS and phone call notifications, we have to leave the familiar realm of the internet and JSON responses, and deal with systems that provide limited observability and insight into what’s gone wrong.\"}],\"markDefs\":[{\"_key\":\"b442d7fe03b4\",\"_type\":\"internalLink\",\"slug\":null},{\"_key\":\"462a1acb9fa7\",\"_type\":\"link\",\"autoDownloadFile\":false,\"displayMode\":\"normal\",\"href\":\"https://incident.io/on-call\",\"openInNewWindow\":true}],\"style\":\"normal\"},{\"_key\":\"3b38086e0bf7\",\"_type\":\"block\",\"children\":[{\"_key\":\"f2c883cf373a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"How calls and SMS reach your phone\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-how-calls-and-sms-reach-your-phone\",\"slug\":\"how-calls-and-sms-reach-your-phone\"}],\"style\":\"h2\"},{\"_key\":\"6512a6b1c146\",\"_type\":\"block\",\"children\":[{\"_key\":\"ad4029cae1e00\",\"_type\":\"span\",\"marks\":[],\"text\":\"A lot of things can go wrong when you try to send an SMS or make a phone call. To understand why, it’s useful to understand how an escalation like \\\"\"},{\"_key\":\"ad4029cae1e01\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"Production is down\\\" \"},{\"_key\":\"ad4029cae1e02\",\"_type\":\"span\",\"marks\":[],\"text\":\"goes from our systems to your phone.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"75aa7fb24002\",\"_type\":\"image\",\"alignment\":\"center\",\"asset\":{\"_ref\":\"image-d632efa866ae0c126a5ff6e8c481441595286989-700x400-png\",\"_type\":\"reference\"},\"description\":\"How incident.io On-call alerts your phone\",\"markDefs\":null},{\"_key\":\"8de9d7048324\",\"_type\":\"block\",\"children\":[{\"_key\":\"9d11ec233a410\",\"_type\":\"span\",\"marks\":[],\"text\":\"When we make a call or send an SMS, we send an API request to a telecom API provider, who will place that call on our behalf.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ec66203747c1\",\"_type\":\"block\",\"children\":[{\"_key\":\"25f9d5ab92230\",\"_type\":\"span\",\"marks\":[],\"text\":\"Our provider then forwards that request to one of their telecom network partners. 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It \"},{\"_key\":\"20721cab69423\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"should\"},{\"_key\":\"20721cab69424\",\"_type\":\"span\",\"marks\":[],\"text\":\" mean the person you’re trying to reach is busy. But some carriers will reject calls from international numbers with a 486 code, instead of a \"},{\"_key\":\"20721cab69425\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"400 Bad Request\"},{\"_key\":\"20721cab69426\",\"_type\":\"span\",\"marks\":[],\"text\":\" or \"},{\"_key\":\"20721cab69427\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"403 Forbidden\"},{\"_key\":\"20721cab69428\",\"_type\":\"span\",\"marks\":[],\"text\":\". This isn’t something that’s even tied to a specific country. Instead, it’s all decided carrier-by-carrier, and there’s no registry of how different carriers respond. 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However, some UK carriers prevent their customers from sending SMS to a shortcode number (which we rely on for people to acknowledge escalations), and it’s not even configurable!\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"51194fc2455b\",\"_type\":\"image\",\"alignment\":\"center\",\"asset\":{\"_ref\":\"image-cc05b36e9ae59fc0336140555fe4676a577ea4d3-700x300-png\",\"_type\":\"reference\"},\"markDefs\":null},{\"_key\":\"975208a8f411\",\"_type\":\"block\",\"children\":[{\"_key\":\"f79115092b8b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"If someone can send SMS to a UK number, it means they can send SMS to \"},{\"_key\":\"f79115092b8b1\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"our\"},{\"_key\":\"f79115092b8b2\",\"_type\":\"span\",\"marks\":[],\"text\":\" UK number\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-if-someone-can-send-sms-to-a-uk-number-it-means-they-can-send-sms-to-our-uk-number\",\"slug\":\"if-someone-can-send-sms-to-a-uk-number-it-means-they-can-send-sms-to-our-uk-number\"}],\"style\":\"h3\"},{\"_key\":\"8f7cf54ba673\",\"_type\":\"block\",\"children\":[{\"_key\":\"54b650fae7310\",\"_type\":\"span\",\"marks\":[],\"text\":\"When we don’t have a local number to use for SMS notifications, we usually fall back to one of our UK numbers. 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