Twilio

Send SMS notifications for incident alerts and escalations, and set up voice call routing to reach on-call responders directly.

Setup

1. Go to Settings > Integrations > Twilio in the Batida dashboard.
2. Enter your Twilio Account SID and Auth Token from the Twilio Console.
3. Enter a Twilio phone number (purchased or provisioned in your Twilio account).
4. Click Save & Verify.

Account SID: ACxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Auth Token:  your_auth_token_here
Phone Number: +1234567890

SMS costs

Twilio charges per SMS segment and per minute for voice calls. Review the Twilio pricing page and set notification rules carefully to control costs.

SMS notifications

Batida can send SMS messages for the following events:

Event	SMS content
Incident opened	"Batida INC-{id}: {title}. Severity: {severity}. Respond at {url}"
Escalation	"Batida INC-{id} escalated to {severity}. Action required: {url}"
Assignment	"Batida INC-{id} assigned to you. View: {url}"

Configuration

Under Settings > Integrations > Twilio > SMS Rules:

• Enable SMS for specific severity levels (e.g., only P1 and P2)
• Recipient phone numbers: add numbers for each team member or role
• Quiet hours: optionally suppress SMS notifications during off-hours

{
  "sms_rules": {
    "enabled_severities": ["critical", "high"],
    "recipients": ["+15551234567", "+15559876543"],
    "quiet_hours": {
      "start": "22:00",
      "end": "07:00",
      "timezone": "America/Sao_Paulo"
    }
  }
}

Voice call routing

For critical incidents, Batida can initiate voice calls to on-call responders through Twilio.

Setup

1. In Twilio, ensure your phone number has Voice capabilities enabled.
2. In Batida, configure call rules under Settings > Integrations > Twilio > Voice Calls:
   • Enable calls for: select severity levels
   • Call order: define the escalation sequence (primary, secondary, tertiary)
   • Max attempts: number of retries before moving to the next responder
   • Retry interval: seconds between retries

Call flow

1. Batida initiates a Twilio call to the first responder in the escalation list.
2. If the call is not answered within 30 seconds, the next responder is called.
3. If no responder answers after all retries, an SMS is sent to the team lead.

Test calls

Use the Send Test SMS and Initiate Test Call buttons on the integration settings page to verify your Twilio configuration before relying on it in production.

Troubleshooting

• SMS not delivered: Verify the phone number format includes the country code (e.g., +1). Check the Twilio console for delivery logs and error codes.
• Call fails to connect: Ensure the Twilio number has Voice capabilities. Check that your Twilio account has sufficient credit.
• "Unauthorized" errors: Double-check that the Account SID and Auth Token are correct and have not been rotated.