Knowledge Base · Alerts & escalation

How does two-way escalation actually work?

When an alert comes in, my-iris sends a push notification to the first person’s my-iris app. If they do not answer within the push window (5 minutes by default), my-iris calls the same person. In the app they tap Acknowledge or Skip; on the call they press 1 to acknowledge or 2 to skip. An acknowledgement stops the escalation. A skip, or no answer to the call, moves the alert to the next person: push first, then a call. After the last person, my-iris starts again from the top, leaving out anyone who skipped, until someone acknowledges or the attempt limit is reached (20 attempts by default). Every step is a tracked state, not a fire-and-forget message: who was notified, when, how, and how they answered.