- Open Routing rulesGo to Integrations and open the Routing rules tab.
- Create a ruleChoose "New rule", enter a Name and a Priority (lower numbers are evaluated first).
- Set conditionsPick Events, Categories, Monitors and tags, and active days and hours in the workspace time zone. Empty means everything.
- Choose destinationsSelect 1 to 20 shared destinations that should receive matching alerts.
- Add reminders (optional)Tick "Repeat until the incident is acknowledged" and set an interval of 15 to 1440 minutes.
- Save and previewChoose "Save rule", then use Routing preview to check which destinations an event would reach.
Routing rules decide which destinations receive each alert. Without rules, every verified, enabled shared destination receives every alert. Routing rules and repeat reminders are available on Starter and Team.
How rules are evaluated
Rules run in priority order, lowest number first (0 to 10,000). Every rule that matches adds its destinations. If a rule has Stop processing further rules when this one matches ticked, evaluation ends after it. If no rule matches, the fallback in the Settings tab applies.
Conditions
- Events: Monitor down (confirmed outage) and Monitor recovered. None selected means every routable event.
- Categories: none selected means every category.
- Monitors and tags: pick specific monitors or enter tags such as
checkout, api. Leave both empty to match every monitor. - Active time (workspace timezone): pick weekdays and a From/Until time. No days means every day. Hours may cross midnight, for example 22:00 to 06:00.
Each rule sends to 1 to 20 shared destinations. Personal destinations are never used by rules; they are only paged through on-call escalation.
Repeat reminders
Tick Repeat until the incident is acknowledged and set Every (minutes) between 15 and 1,440. The rule's destinations then get a reminder at that interval until someone acknowledges the incident or the monitor recovers.
The fallback
In Integrations → Settings, choose what happens When no routing rule matches:
- Notify every verified, enabled shared destination (recommended).
- Notify nobody: the outage is recorded but not sent anywhere. Use this only when your rules cover every monitor.
The same tab sets the Workspace timezone used for active days and hours, as an IANA name such as Europe/Berlin.
Example setup
| Priority | Rule | Conditions | Send to |
|---|---|---|---|
| 10 | Critical at night | Tag critical, 22:00–07:00, down only | SMS, reminders every 15 min |
| 20 | Payments team | Tag checkout | Slack #payments |
| 100 | Everything | No conditions | Email, Slack #alerts |
Test before relying on it
Use Routing preview at the bottom of the tab. Pick an event, category, monitor and time, and choose Preview routing. It uses the same evaluator as the real dispatcher and lists which destinations would be notified and through which rule. Tick Include disabled rules to test a rule before you enable it.
If you move back to Free, rules are kept but ignored, and every verified, enabled shared destination receives each alert.
Frequently asked questions
What happens to alerts that match no rule?
The fallback in Integrations, Settings applies: either every verified, enabled shared destination is notified, or nobody is.
Which time zone do rule hours use?
The workspace time zone, set in Integrations, Settings or Settings, Workspace.
How often can reminders repeat?
Every 15 to 1,440 minutes, until the incident is acknowledged or the monitor recovers.
