We have closed the loop in incident response with Live Call Routing!
Now, no matter how an incident is reported, either by a monitoring tool or a person, teams can respond faster.
It all started a few months ago when we noticed that teams in banking, SaaS, and logistics shared the same issue.
They all have emergency numbers. But when someone called about a critical issue, they had to manually look up who was on-call, dial their personal number, and inform about it.
This manual routing took about 5-10 mins on a good day.
These 10 mins during a security breach or payment outage are expensive. They could mean lost revenue, frustrated customers, and a bigger fire to put out.
We looked into this problem and found the root cause: Unlike automated alerts, human-reported issues get stuck in manual routing. The very people who want to help you by reporting critical incidents can't reach the right engineer to fix them.
That’s why we built Live Call Routing:
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It’s a direct line that connects incoming calls to on-call engineers automatically. No more transferring calls or hunting down the right person.
This means when your payment processor calls at 3 AM about a payment gateway crash, Live Call Routing instantly connects them to whoever is on-call for your payments team.
And not just external teams, Live Call Routing is useful for internal teams as well. For example, when a developer needs to verify a late-night patch with the on-call infrastructure team, a dedicated hotline connects them directly, bypassing Slack messages or guesswork.
Live Call Routing is about closing the loop in incident response. It’s about respecting the person who has to wake up in the middle of the night. And it’s about making sure that when someone calls with an issue, they reach the right engineer right away.
Because in incident response, every second has a price tag.
P.S. We’re grateful to everyone who has requested this feature. Now, it’s live! Give it a try and let us know your feedback.
#livecallrouting #callrouting #incidentresponse #incidentmanagement #oncall