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Bypassing silent modes on iOS and Android
Bypassing silent modes on iOS and Android
incident.io Engineering Team avatar
Written by incident.io Engineering Team
Updated yesterday

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When you are paged, we'll try and contact you according to your notification rules.

By default, assuming you've enabled them, this will include:

  • Push notification

  • Phone call

  • SMS

  • Email

  • Slack direct message

For both push notifications, phone calls and SMS messages, there are steps you can take to ensure you get notified, regardless of what your phone's silent mode and do-not-disturb settings are set up like.


iOS

Phone calls + SMS

  1. Save the incident.io contact card to your contacts.

  2. Go into the Contacts app and open the contact you've just saved.

  3. Tap on Edit at the top and scroll down to Ringtone

  4. Enable the Emergency Bypass toggle, which will allow calls and messages from incident.io to make a noise regardless of your silent or Focus settings.

  5. Finally, we'd recommend opening your preferences on the incident.io dashboard on your computer and clicking the test button next to your phone number whilst your phone is locked to verify the bypass is working. We'd recommend trying:

    1. While your phone is on silent

    2. While your phone is in do-not-disturb

    3. While your phone is in sleep mode

If you've done the above, and your phone is still in silent, first check that the phone call you received was identified with the incident.io contact details. If it wasn't, you might need to re-save the incident.io contact card.

If you haven't been phoned at all then please get in touch with support. If you have been phone, but it didn't make any noise, then please get in touch with our support team.

Push notifications

iOS has a concept of Critical notifications, which are push notifications that'll make a noise, regardless of whether your phone is on silent, or if you are in sleep/do-not-disturb. The incident.io app supports these natively so as long as you agreed to these notifications during set up of the app, you'll receive them. If you did not agree to them, you'll see a warning on the home screen of the app.

To enable these notifications, open the Settings app on your phone, scroll down to incident.io, select Notifications and then enable critical notifications.

Android

Phone calls + SMS

  1. Save the incident.io contact card to your contacts.

  2. Open the Contacts app and find the contact you've just saved.

  3. Favourite the contact by tapping on the star icon ⭐

  4. Open the Settings app and search for Do Not Disturb

  5. Tap on People and then for both Message and Calls, ensure that Starred contacts can interrupt your Do Not Disturb.

Push notifications

Android does not have native support for Critical notifications like iOS, so we instead play a sound to mimic notification sounds using your device's Alarm media stream. This means if you set your alarm volume to 0, then push notifications will not create any noise.

To make sure you receive push notifications on your device, there are three things we recommend:

  1. Disable Pause app activity if unused. By default, Android typically will allow the incident.io app to be paused if the app is unused - which may be typical if you're not on-call very often. You can find this by opening the Settings app, tapping on Applications, incident.io and then scrolling down to find the toggle at the bottom.

  2. Enabling Unrestricted battery usage. By default, Android will enable "Optimized" battery usage for the incident.io app. We don't perform any background work that should drain your battery, other than receiving push notifications and updating your volume temporarily, which should have little affect on your battery. You can find this by opening the Settings app, tapping on Applications, incident.io, App battery usage, and then enabling Unrestricted.

Additional information

Why am I seeing incident.io under Do Not Disturb?

If you had Do Not Disturb enabled while you were paged, Android will show "incident.io" under the Do Not Disturb tile in your notification drawer to indicate that our app recently bypassed your Do Not Disturb.

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