Notifications Guide

Flashduty's notification system is designed to deliver important incident information to the right people at the right time through the right channels. This document provides a detailed overview of all supported notification channels to help you select, configure, and use the most appropriate methods for different scenarios.

Overview

Supported Channel Matrix

Flashduty offers a comprehensive notification matrix covering mobile apps, traditional communication methods, and mainstream instant messaging (IM) tools.

Channel Type	Notification Form	Interactivity	Recommendation	Description
Flashduty App	1-on-1 Chat	✅ Native	⭐⭐⭐⭐⭐	Top choice for mobile. Supports full incident handling with high efficiency.
Voice Call	1-on-1 Chat	✅ Keypad Interaction	⭐⭐⭐⭐	High-availability guarantee. Used for escalating major incidents to ensure delivery.
SMS	1-on-1 Chat	❌ Plain Text	⭐⭐	High-availability guarantee. Supplements voice calls, covering scenarios without network signal.
Email	1-on-1 Chat	❌ Plain Text	⭐⭐	A fallback channel, suitable for sending detailed incident reports.
IM App Integration	1-on-1 / Group Chat	✅ Card Interaction	⭐⭐⭐⭐⭐	Top choice for team collaboration. Provides a smooth experience for handling incidents directly within chats.
IM Bot	1-on-1 / Group Chat	❌ Link Redirect	⭐⭐	Alternative for quick integration. Simple to configure and requires no admin permissions.

Core Notification Channel Configuration

Flashduty App

The Flashduty App is the most efficient mobile tool for on-call engineers. It allows you to manage the entire incident handling process from anywhere, just as you would at your computer.

Core Features

Guaranteed Delivery of Critical Notifications

iOS Critical Alerts: Leverages Apple's official Critical Alerts protocol to bypass system mute and Do Not Disturb settings, ensuring 100% delivery of high-priority alerts.

Android System-Level Channels: Supports system-level push channels from major Android manufacturers to ensure timely notifications even when the app is in the background or closed.

Efficient Mobile Handling

Perform all core actions on your phone, including searching, viewing details, acknowledging, closing, escalating, and manually creating incidents. Deep optimization for mobile interaction improves the response speed of key operations by 40%.

Smart Voice Notification Identification

The app can automatically sync Flashduty's voice notification numbers to your phone's contacts, creating a whitelist to prevent them from being mistakenly blocked by carriers or security software.

How to Set Up and Use

Download and Install

Search for "Flashduty" on the App Store or major Android app stores, or scan the QR code in your profile on the console to download.

Log In and Link Your Device

Open the app and log in with your Flashduty account, or scan the QR code on the console to log in.

After logging in, your device will be automatically linked to your account. You can view linked devices under Profile → Flashduty APP.

Enable Critical Permissions (Important)

For iOS users: Go to System Settings → Notifications → Flashduty and enable the Critical Alerts toggle.

For all users: It is recommended to enable the Sync Contacts permission in the app's Settings → Voice Notifications.

FAQ

Why am I not receiving app push notifications?

Please check if notification permissions for the Flashduty app are enabled in your phone's system settings.

Ensure that app push is configured as a notification channel in your escalation rule. If it's set to Follow personal preferences, check if the Flashduty app is enabled in your personal notification settings.

What should I do if the app fails to sync contacts?

Please check your current network connection.

Make sure you are using the latest version of the app.

Voice, SMS, & Email

Use Cases

Incident Escalation: Use voice calls as the final step in an escalation rule for forced delivery.

IM Failure Fallback: If an IM message fails to send, the system will automatically send a reminder via SMS or email.

Offline Coverage: Reach team members in areas with poor network connectivity or those who do not use smartphones.

How to Set Up and Use

Bind Contact Information

Go to Profile → Basic Info to bind and verify your phone number and email address. This is required to receive notifications.

Use in Escalation Rules

Add voice, SMS, or email as notification methods in your escalation rule.

Tip: Voice notifications support interactive acknowledgment. After answering the call and listening to the incident report, press 1 to quickly acknowledge the incident without logging into the system.

FAQ

Why can't I receive voice notifications?

Check phone block settings: Review your phone's blocklist or spam filter records. Flashduty uses fixed numbers for voice calls. You can download the Flashduty app to sync a contact whitelist.

Check carrier services: Some users may have carrier-level services that block high-frequency spam calls. You can check and configure these services through your carrier's official channels (e.g., the "China Mobile High-Frequency Spam Call Protection" public account).

Ported numbers: If you have ported your number from another carrier, please check the blocking policies of all relevant carriers.

Why are emails going to my spam folder?

Please check your "Spam" or "Junk" folder. If you find emails from Flashduty, mark them as "Not Spam."

We recommend adding Flashduty's sending domain or address to your email whitelist.

In some cases, you may need to contact your company's email administrator to whitelist Flashduty's email address (no-reply@notice.flashcat.cloud) at the domain level.

Instant Messaging (IM) Integrations

By integrating Flashduty with your team's daily IM tools (such as Feishu/Lark and DingTalk), you can receive and handle incidents in your familiar collaboration environment, significantly improving on-call efficiency.

App Integration (Recommended)

App integration provides the most complete interactive experience and is highly recommended for teams that can implement it.

Advantages

Interactive Cards: Acknowledge, close, and escalate incidents directly from IM message cards without leaving the app.

Password-Free Operations: Once member accounts are linked to their IM accounts, no repeated logins are required.

Full Functionality: Access complete incident details, view timelines, add comments, and more.

Simple Maintenance: Configure once for long-term use.

Use Cases

You don't have administrator permissions to install apps on your IM platform.

You only need basic incident notification pushes without complex interactions.

You need to quickly set up notifications in temporary project groups or cross-departmental chats.

The IM platform you use is not officially supported by Flashduty's app integrations.

Feishu/Lark Group Bot

Configuration Steps:

Create a Custom Bot

Go to a Feishu/Lark group chat.

Open Group Settings → Group Bots → Add Bot.

Select Custom Bot.

Configure Bot Parameters

Set a name and description for the bot.

Configure a custom keyword: # (please fill in according to your needs; # is the default keyword in the template).

Click Add to generate a webhook address.

Integrate with Flashduty

Copy the generated webhook address.

In Flashduty, go to Channels → Escalation Rules, add a Feishu/Lark bot, paste the webhook address, and test the connection.

(Optional) Use the @ Feature

By default, Feishu/Lark bots do not support the @ feature. However, you can configure a mapping from Flashduty user IDs to Feishu/Lark user IDs to enable @ mentions.

An administrator can obtain the user_id from the Feishu/Lark Admin Console.

In Flashduty's Integrations → Mapping Data, create a mapping table to map Flashduty member emails to Feishu/Lark user_ids.

In the escalation rule, associate the corresponding Feishu/Lark bot and mapping table.

WeCom Group Bot

Configuration Steps:

Create a Group Bot

Go to a WeCom group chat.

Click Settings (top-right) → Add Group Bot → Create a New Bot.

Configure and Get Webhook

Set a name for the bot.

Click Add Bot.

Copy the generated webhook address.

Configure Flashduty

In Flashduty, go to Channels → Escalation Rules, select WeCom Bot, and paste the webhook address.

(Optional) Use the @ Feature

You can configure a mapping from Flashduty user IDs to WeCom user IDs to enable @ mentions.

An administrator can obtain the user_id from the WeCom Admin Console.

In Flashduty's Integrations → Mapping Data, create a mapping table to map Flashduty member emails to WeCom user_ids.

In the escalation rule, associate the corresponding WeCom bot and mapping table.

DingTalk Group Bot

Configuration Steps:

Create a Custom Bot

Go to a DingTalk group chat.

Open Group Settings → Group Management → Intelligent Group Assistant.

Click Add Bot and select the Custom type.

Configure Security Settings

Set a name for the bot.

Add a keyword: #.

Agree to the relevant terms.

Complete Integration

Copy the generated webhook address.

Configure the DingTalk bot in Flashduty's Channels → Escalation Rules.

Use the @ Feature

DingTalk uses member phone numbers for @ mentions by default, so no extra configuration is needed.

Telegram Bot

Configuration Steps:

Create a Telegram Bot

Search for BotFather in Telegram, start a conversation, and send the /newbot command.

Enter a name for the bot.

Record the returned token (e.g., 64533289xx:AAFxCAdxx_xssbnSxE6Y8mTcOBT5rxxxxx).

Create a Channel and Add the Bot

Click Settings (top-left) → New Channel to create a new channel.

Add the newly created bot as a member of the channel.

Get the Chat ID

In a browser, visit: https://api.telegram.org/bot{Token}/getUpdates.

Replace {Token} with the token from step 1.

Find the chat object in the returned JSON result and copy its id (it usually starts with -).

Configure Flashduty

In Flashduty, go to Channels → Escalation Rules, configure the Telegram bot, and enter the Token and Chat ID.

Slack Bot

Configuration Steps:

Create a Slack App

Visit https://api.slack.com/apps?new_app=1.

Choose an app name and an associated workspace, then click Create App.

Enable Incoming Webhooks

On the app settings page, select Incoming Webhooks.

Turn on the Activate Incoming Webhooks toggle.

Get the Webhook URL

Click Add New Webhook to Workspace.

Select the target channel for notifications and confirm.

Copy the generated Webhook URL.

Configure Flashduty

In Flashduty, go to Channels → Escalation Rules, configure the Slack bot, and paste the Webhook URL.

Zoom Bot

Configuration Steps:

Create a Bot

Open the Zoom app, go to Apps → Add Apps, and search for and add the Incoming Webhook app.

Return to the chat interface and confirm that the Incoming Webhook app has been added.

In any channel or in the Incoming Webhook app, enter the command: /inc connect flashduty. The system will return connection information for the app.

Configure Flashduty

Copy the Endpoint address from the returned information and paste it into the Webhook field for the Zoom bot in Flashduty's Channels → Escalation Rules.

Copy the Verification Token from the returned information and paste it into the Verify Token field for the Zoom bot in Flashduty's Channels → Escalation Rules.

(Optional) Use the @ Feature

An administrator can obtain the user_id from the Zoom console.

In Flashduty's Integrations → Mapping Data, create a mapping table to map Flashduty member emails to Zoom user_ids.

In the escalation rule, associate the corresponding Zoom bot and mapping table.

FAQ

How to troubleshoot failed bot messages?

Check the webhook address: Ensure the address pasted into Flashduty is complete and correct.

Check security settings: If your IM platform (like DingTalk) uses keywords, make sure your notification template includes that keyword. Alternatively, authorize Flashduty's server IP whitelist.

Check bot permissions: Confirm the bot has not been removed from the group chat.

General Configuration and FAQ

How to Customize Notification Content?

Flashduty allows you to create custom notification messages for different channels.

Configuration Path: Console → Templates

Here, you can select different notification types (e.g., incident triggered, acknowledged, closed) and edit the message format for each channel (e.g., SMS, Feishu/Lark bot). Templates support variables to dynamically display incident information.

For more details, please refer to the Configure Notification Templates documentation.

How to Configure Different Notification Policies for Different Incident Levels?

You can design fine-grained notification workflows based on alert severity, source, labels, and any other dimension. This is primarily achieved through Routing Rules and Escalation Rules.

Routing Rules: Integrations → (Select an integration) → Routing Rules. These determine which alerts are routed to which channels.

Escalation Rules: Channels → Escalation Rules. These determine who should be notified, through which channels, and how to escalate if there is no response.

For example, you can configure a rule where P1 incidents first notify the primary on-call responder via the Flashduty App and Feishu/Lark App. If no one acknowledges it within 5 minutes, a voice call is made to their supervisor.

Technical Support: If you encounter configuration issues or need further assistance, please contact the Flashduty technical support team.

Notifications

Notifications Guide#

Overview#

Supported Channel Matrix#

Core Notification Channel Configuration#

Flashduty App#

Core Features#

How to Set Up and Use#

FAQ#

Voice, SMS, & Email#

Use Cases#

How to Set Up and Use#

FAQ#

Instant Messaging (IM) Integrations#

App Integration (Recommended)#

Advantages#

Use Cases#

Feishu/Lark Group Bot#

WeCom Group Bot#

DingTalk Group Bot#

Telegram Bot#

Slack Bot#

Zoom Bot#

FAQ#

General Configuration and FAQ#

How to Customize Notification Content?#

How to Configure Different Notification Policies for Different Incident Levels?#

Notifications Guide

Overview

Supported Channel Matrix

Core Notification Channel Configuration

Flashduty App

Core Features

How to Set Up and Use

FAQ

Voice, SMS, & Email

Use Cases

How to Set Up and Use

FAQ

Instant Messaging (IM) Integrations

App Integration (Recommended)

Advantages

Use Cases

Feishu/Lark Group Bot

WeCom Group Bot

DingTalk Group Bot

Telegram Bot

Slack Bot

Zoom Bot

FAQ

General Configuration and FAQ

How to Customize Notification Content?

How to Configure Different Notification Policies for Different Incident Levels?