--- title: "Phone calls and SMS notifications | Grafana OnCall documentation" description: "Learn how to configure phone calls and SMS notifications for Grafana OnCall OSS using third-party providers." --- > For a curated documentation index, see [llms.txt](/llms.txt). For the complete documentation index, see [llms-full.txt](/llms-full.txt). # Phone and SMS notifications for Grafana OnCall OSS > Warning > > **Cloud Connection for Grafana OnCall OSS ended on March 24, 2026.** Phone calls, SMS, and push notifications that relied on Cloud Connection are no longer supported through Grafana Cloud. > > For timelines, repository status, and migration guidance, refer to the [Grafana OnCall OSS archival notice](/docs/oncall/latest/set-up/open-source/). To ensure uninterrupted notifications, OnCall OSS users must set up phone and SMS notifications using one of these alternatives: - **Use a third-party provider** – Configure Twilio, Exotel, or Zvonok to send SMS and phone calls - **Use webhooks** – Set up OnCall to trigger custom SMS and call workflows via self-hosted solutions This guide provides step-by-step instructions for configuring phone and SMS notifications using third-party providers. ## Configure Twilio for OnCall OSS To configure notifications with Twilio, you’ll need the following: - A Twilio account (sign up at [twilio.com](https://www.twilio.com/)) - A Twilio phone number with SMS and Voice capabilities - API credentials (Account SID and Auth Token) - Administrator access to your Grafana OnCall OSS instance ### Set up a Twilio phone number 1. Log in to Twilio Console 2. Navigate to **Phone Numbers** > **Buy a Number** 3. Ensure the number supports SMS and Voice 4. Copy your Account SID and Auth Token from the Twilio dashboard ### Configure an outgoing webhook in OnCall 1. In Grafana OnCall OSS, go to **Outgoing Webhooks** 2. Click **+ Outgoing Webhook** 3. Configure the webhook: - **URL**: `https://api.twilio.com/2010-04-01/Accounts/YOUR_TWILIO_SID/Messages.json` - **Method**: POST - **Headers**: JSON ![Copy code to clipboard](/media/images/icons/icon-copy-small-2.svg) Copy ```json { "Authorization": "Basic BASE64_ENCODED(TWILIO_SID:TWILIO_AUTH_TOKEN)", "Content-Type": "application/x-www-form-urlencoded" } ``` - **Body** (for SMS notifications): JSON ![Copy code to clipboard](/media/images/icons/icon-copy-small-2.svg) Copy ```json { "From": "+YOUR_TWILIO_NUMBER", "To": "{{ user_phone }}", "Body": "New OnCall Alert: {{ alert_title }}" } ``` - **Body** (for phone call notifications): JSON ![Copy code to clipboard](/media/images/icons/icon-copy-small-2.svg) Copy ```json { "From": "+YOUR_TWILIO_NUMBER", "To": "{{ user_phone }}", "Url": "https://handler.twilio.com/twiml/EHXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX" } ``` 4. Click **Save & test** to verify the configuration Your OnCall notifications should now be sent via Twilio. ## Configure Exotel for OnCall OSS To configure notifications with Exotel, you’ll need the following: - An Exotel account (sign up at [exotel.com](https://exotel.com/)) - API credentials (SID, API Key, and Auth Token) ### Set up Exotel API credentials 1. Log in to Exotel Dashboard 2. Navigate to API Settings 3. Generate and copy the SID, API Key, and Auth Token ### Configure an outgoing webhook in OnCall 1. In Grafana OnCall OSS, go to **Outgoing Webhooks** 2. Click **+ Outgoing Webhook** 3. Configure the webhook: - **URL**: `https://api.exotel.com/v1/Accounts/YOUR_EXOTEL_SID/Sms/send` - **Method**: POST - **Headers**: JSON ![Copy code to clipboard](/media/images/icons/icon-copy-small-2.svg) Copy ```json { "Authorization": "Basic BASE64_ENCODED(EXOTEL_SID:EXOTEL_AUTH_TOKEN)", "Content-Type": "application/x-www-form-urlencoded" } ``` - **Body** (for SMS notifications): JSON ![Copy code to clipboard](/media/images/icons/icon-copy-small-2.svg) Copy ```json { "From": "YOUR_EXOTEL_VIRTUAL_NUMBER", "To": "{{ user_phone }}", "Body": "New OnCall Alert: {{ alert_title }}" } ``` - **Body** (for phone call notifications): JSON ![Copy code to clipboard](/media/images/icons/icon-copy-small-2.svg) Copy ```json { "From": "YOUR_EXOTEL_VIRTUAL_NUMBER", "To": "{{ user_phone }}", "CallerId": "YOUR_EXOTEL_CALLER_ID", "CallType": "trans" } ``` 4. Click **Save & test** to verify the configuration Your OnCall notifications should now be sent via Exotel. ## Configure Zvonok for OnCall OSS To configure notifications with Zvonok, you’ll need the following: 1. Follow Zvonok’s documentation to create an API endpoint for sending SMS and calls 2. Configure **Outgoing Webhook** in OnCall using Zvonok’s API URL and required parameters 3. Test the setup to verify that phone/SMS notifications are working ## Next steps - If you also use push notifications, refer to the [Push Notification guide](/docs/oncall/latest/manage/notify/push-notifications/) for third-party options now that Cloud Connection has ended - Test your configuration to verify successful alert delivery ## SMS notification behavior OnCall reduces alert noise and distraction by bundling SMS notifications. When multiple alert groups require notification within a short period, the first alert group triggers an immediate SMS. A 2-minute “waiting period” follows, during which additional alerts are bundled. After this period, a single SMS with all alert information is sent. Notifications are bundled based on their importance. Alerts from “default” and “important” notification policies are bundled separately. ### Example bundled notification If a user needs to be notified about 5 alert groups from 2 different integrations (3 from “Grafana Alerting” and 2 from “Health Check”), they will receive an immediate notification for the first alert group and a bundled SMS for the remaining alerts after 2 minutes: **Example bundled notification text:** ![Copy code to clipboard](/media/images/icons/icon-copy-small-2.svg) Copy ```none Grafana OnCall: Alert groups #101, #102, #103 and 1 more, from stack: TestOrg, integrations: GrafanaAlerting and 1 more. ``` ## Route incoming calls to the on-call engineer For guidance on configuring incoming call routing, refer to our [documentation](/docs/oncall/latest/configure/live-call-routing/) and [blog post](/blog/2024/06/10/a-guide-to-grafana-oncall-sms-and-call-routing/). ## About phone call and SMS notifications Please note the following about phone calls and SMS notifications: - **Additional costs**: There are no additional costs for outgoing calls or SMS notifications - **Rate limits**: There are no specific rate limits, but we reserve the right to stop sending SMS/calls in case of abnormal volume - **Grafana OnCall phone numbers**: To learn the phone number used by OnCall, make a test call from the “Phone Verification” tab ## Country support for SMS/Voice > Note > > Be aware that due to limitations in telecom provider services, some numbers within supported countries may occasionally be flagged as “high-risk” when verifying your phone number, preventing you from receiving notifications. > > Ensure that you test your notification rules to confirm that OnCall can reach you. For added reliability, consider backing up phone calls and SMS notifications with additional methods, such as push notifications. Refer to the following list for countries currently supported by Grafana IRM for SMS and phone notifications: Europe Expand table | Country | SMS/Voice Support | |------------------------------------------------------|-------------------| | Andorra (+376) | ✅ | | Albania (+355) | ✅ | | Austria (+43) | ✅ | | Aland Islands (+35818) | ✅ | | Bosnia and Herzegovina (+387) | ✅ | | Belgium (+32) | ✅ | | Bulgaria (+359) | ✅ | | Belarus (+375) | ✅ | | Switzerland (+41) | ✅ | | Czechia (+420) | ✅ | | Germany (+49) | ✅ | | Denmark (+45) | ✅ | | Estonia (+372) | ✅ | | Spain (+34) | ✅ | | Finland (+358) | ✅ | | Faroe Islands (+298) | ❌ | | France (+33) | ✅ | | United Kingdom (+44) | ✅ | | Guernsey (+441481) | ✅ | | Gibraltar (+350) | ✅ | | Greece (+30) | ✅ | | Croatia (+385) | ✅ | | Hungary (+36) | ✅ | | Ireland (+353) | ✅ | | Isle Of Man (+441624) | ✅ | | Iceland (+354) | ✅ | | Italy (+39) | ✅ | | Jersey (+441534) | ✅ | | Liechtenstein (+423) | ❌ | | Lithuania (+370) | ✅ | | Luxembourg (+352) | ✅ | | Latvia (+371) | ✅ | | Monaco (+377) | ❌ | | Moldova (Republic of) (+373) | ✅ | | Montenegro (+382) | ✅ | | North Macedonia (Republic of North Macedonia) (+389) | ✅ | | Malta (+356) | ✅ | | Netherlands (+31) | ✅ | | Norway (+47) | ✅ | | Poland (+48) | ✅ | | Portugal (+351) | ✅ | | Romania (+40) | ✅ | | Serbia (+381) | ✅ | | Russian Federation (+7) | ✅ | | Sweden (+46) | ✅ | | Slovenia (+386) | ✅ | | Svalbard and Jan Mayen Islands (+4779) | ✅ | | Slovakia (+421) | ✅ | | San Marino (+378) | ❌ | | Turkey (+90) | ✅ | | Ukraine (+380) | ✅ | | Holy See (Vatican City State) (+3906698) | ❌ | | Kosovo (+383) | ❌ | Asia Expand table | Country | SMS Support | |-----------------------------------------------------------|-------------| | United Arab Emirates (+971) | ✅ | | Afghanistan (+93) | ❌ | | Armenia (+374) | ❌ | | Azerbaijan (+994) | ❌ | | Bangladesh (+880) | ❌ | | Bahrain (+973) | ✅ | | Brunei Darussalam (+673) | ✅ | | Bhutan (+975) | ✅ | | Cocos (Keeling) Islands (+672) | ✅ | | China (+86) | ❌ | | Christmas Island (+6189164) | ✅ | | Cyprus (+357) | ✅ | | Georgia (+995) | ✅ | | Hong Kong (Special Administrative Region of China) (+852) | ✅ | | Indonesia (+62) | ✅ | | Israel (+972) | ✅ | | India (+91) | ✅ | | British Indian Ocean Territory (+246) | ❌ | | Iraq (+964) | ❌ | | Iran (Islamic Republic of) (+98) | ❌ | | Jordan (+962) | ❌ | | Japan (+81) | ✅ | | Kyrgyzstan (+996) | ❌ | | Cambodia (+855) | ❌ | | Democratic People\`s Republic of Korea (+850) | ❌ | | Republic of Korea (+82) | ✅ | | Kuwait (+965) | ❌ | | Kazakhstan (+7) | ✅ | | Lao People\`s Democratic Republic (+856) | ❌ | | Lebanon (+961) | ❌ | | Sri Lanka (+94) | ❌ | | Myanmar (+95) | ❌ | | Mongolia (+976) | ❌ | | Macau (Special Administrative Region of China) (+853) | ✅ | | Maldives (+960) | ✅ | | Malaysia (+60) | ✅ | | Nepal (+977) | ❌ | | Oman (+968) | ❌ | | Philippines (+63) | ✅ | | Pakistan (+92) | ❌ | | Palestinian Territory (Occupied) (+970) | ❌ | | Qatar (+974) | ✅ | | Saudi Arabia (+966) | ✅ | | Singapore (+65) | ✅ | | Syrian Arab Republic (+963) | ❌ | | Thailand (+66) | ✅ | | Tajikistan (+992) | ❌ | | Timor-Leste (East Timor) (+670) | ❌ | | Turkmenistan (+993) | ❌ | | Taiwan (Province of China) (+886) | ✅ | | Uzbekistan (+998) | ❌ | | Vietnam (+84) | ❌ | | Yemen (+967) | ❌ | North America Expand table | Country | SMS Support | |------------------------------------------|-------------| | Antigua and Barbuda (+1268) | ❌ | | Anguilla (+1264) | ❌ | | Netherlands Antilles (+599) | ✅ | | Aruba (+297) | ✅ | | Barbados (+1246) | ✅ | | Saint Barthelemy (+590) | ✅ | | Bermuda (+1441) | ✅ | | Bonaire, Sint Eustatius And Saba (+5993) | ✅ | | Bahamas (+1242) | ✅ | | Belize (+501) | ❌ | | Canada (+1) | ✅ | | Costa Rica (+506) | ✅ | | Cuba (+53) | ✅ | | Dominica (+1767) | ❌ | | Dominican Republic (+1809) | ✅ | | Grenada (+1473) | ❌ | | Greenland (+299) | ❌ | | Guadeloupe (+590) | ❌ | | Guatemala (+502) | ✅ | | Honduras (+504) | ❌ | | Haiti (+509) | ✅ | | Jamaica (+1876) | ✅ | | Saint Kitts and Nevis (+1869) | ❌ | | Cayman Islands (+1345) | ✅ | | Saint Lucia (+1758) | ❌ | | Saint Martin French (+590) | ❌ | | Martinique (+596) | ❌ | | Montserrat (+1664) | ❌ | | Mexico (+52) | ✅ | | Nicaragua (+505) | ✅ | | Panama (+507) | ✅ | | Saint Pierre and Miquelon (+508) | ❌ | | Puerto Rico (+1787) | ✅ | | El Salvador (+503) | ❌ | | Sint Maarten Dutch (+1721) | ✅ | | Turks and Caicos Islands (+1649) | ❌ | | Trinidad and Tobago (+1868) | ✅ | | United States (+1) | ✅ | | Saint Vincent and the Grenadines (+1784) | ❌ | | Virgin Islands British (+1284) | ❌ | | Virgin Islands US (+1340) | ❌ | South America Expand table | Country | SMS Support | |------------------------------------|-------------| | Argentina (+54) | ✅ | | Bolivia (+591) | ❌ | | Brazil (+55) | ✅ | | Chile (+56) | ✅ | | Colombia (+57) | ✅ | | Ecuador (+593) | ✅ | | Falkland Islands (Malvinas) (+500) | ❌ | | French Guiana (+594) | ❌ | | Guyana (+592) | ❌ | | Peru (+51) | ✅ | | Paraguay (+595) | ✅ | | Suriname (+597) | ✅ | | Uruguay (+598) | ✅ | | Venezuela (+58) | ✅ | Africa Expand table | Country | SMS Support | |-----------------------------------------|-------------| | Angola (+244) | ❌ | | Burkina Faso (+226) | ✅ | | Burundi (+257) | ❌ | | Benin (+229) | ❌ | | Botswana (+267) | ✅ | | Democratic Republic of the Congo (+243) | ❌ | | Central African Republic (+236) | ❌ | | Congo (+242) | ❌ | | Cote d\`Ivoire (+225) | ✅ | | Cameroon (+237) | ❌ | | Cape Verde (+238) | ✅ | | Djibouti (+253) | ✅ | | Algeria (+213) | ❌ | | Egypt (+20) | ❌ | | Western Sahara (+212) | ✅ | | Eritrea (+291) | ❌ | | Ethiopia (+251) | ❌ | | Gabon (+241) | ❌ | | Ghana (+233) | ❌ | | Gambia (+220) | ❌ | | Guinea (+224) | ❌ | | Equatorial Guinea (+240) | ❌ | | Guinea-Bissau (+245) | ❌ | | Kenya (+254) | ✅ | | Comoros (+269) | ❌ | | Liberia (+231) | ❌ | | Lesotho (+266) | ❌ | | Libyan Arab Jamahiriya (+218) | ❌ | | Morocco (+212) | ❌ | | Madagascar (+261) | ❌ | | Mali (+223) | ❌ | | Mauritania (+222) | ✅ | | Mauritius (+230) | ❌ | | Malawi (+265) | ❌ | | Mozambique (+258) | ✅ | | Namibia (+264) | ✅ | | Niger (+227) | ❌ | | Nigeria (+234) | ✅ | | Reunion (+262) | ❌ | | Rwanda (+250) | ❌ | | Seychelles (+248) | ❌ | | Sudan (+249) | ❌ | | Saint Helena (+290) | ✅ | | Sierra Leone (+232) | ❌ | | Senegal (+221) | ❌ | | Somalia (+252) | ✅ | | South Sudan (+211) | ❌ | | Sao Tome and Principe (+239) | ❌ | | Swaziland (+268) | ✅ | | Chad (+235) | ❌ | | Togo (+228) | ✅ | | Tunisia (+216) | ✅ | | Tanzania (United Republic of) (+255) | ✅ | | Uganda (+256) | ✅ | | Mayotte (+262269) | ✅ | | South Africa (+27) | ✅ | | Zambia (+260) | ❌ | | Zimbabwe (+263) | ❌ | Oceania Expand table | Country | SMS Support | |-------------------------------------------|-------------| | American Samoa (+1684) | ❌ | | Australia (+61) | ✅ | | Cook Islands (+682) | ❌ | | Curacao (+5999) | ✅ | | Fiji (+679) | ✅ | | Micronesia (Federated States of) (+691) | ❌ | | Guam (+1671) | ✅ | | Kiribati (+686) | ❌ | | Marshall Islands (+692) | ❌ | | Northern Mariana Islands (+1670) | ✅ | | New Caledonia (+687) | ✅ | | Norfolk Island (+672) | ✅ | | Nauru (+674) | ❌ | | Niue (+683) | ❌ | | New Zealand (+64) | ✅ | | French Polynesia (+689) | ✅ | | Papua New Guinea (+675) | ❌ | | Pitcairn (+64) | ✅ | | Palau (+680) | ❌ | | Solomon Islands (+677) | ❌ | | Tokelau (+690) | ✅ | | Tonga (+676) | ❌ | | Tuvalu (+688) | ❌ | | United States Minor Outlying Islands (+1) | ✅ | | Vanuatu (+678) | ❌ | | Wallis and Futuna Islands (+681) | ❌ | | Samoa (+685) | ❌ | Antarctica Expand table | Country | SMS Support | |-----------------------------------------------------|-------------| | Antarctica (+672) | ✅ | | Bouvet Island (+47) | ✅ | | South Georgia and The South Sandwich Islands (+500) | ✅ | | Heard Island and McDonald Islands (+61) | ✅ | | French Southern Territories (+1) | ✅ | For a comprehensive list of all supported countries, please visit the [Twilio international coverage page](https://www.twilio.com/coverage).