Use WhatsApp to notify on-call agents and enable them to acknowledge, escalate, or resolve an incident. To ensure that on-call agents receive notifications on their WhatsApp number:

  1. Ensure that the WhatsApp number is configured in their Agent Profile
  2. WhatsApp is selected as a channel of notification for an on-call schedule

This capability is available in all geographies except:

  1. China
  2. North Korea
  3. Syria
  4. Qatar
  5. UAE

Notifications on WhatsApp is a preferred alternative in geographies where notifications cannot be sent over SMS due to regulatory issues.

Examples of notifications over WhatsApp

What to read next:

Respond to critical incidents using the Freshservice mobile app