Troubleshooting & FAQs

This page lists common questions and where to find answers in the documentation. For integration-specific issues, check the Hints, Troubleshooting, or FAQ sections at the bottom of the relevant integration guide. Inbound topics (webhook, Latest Payloads, discard, correlation) are grouped separately from alerting (personal channels, outbound tools, routing) and Live Call Routing (inbound phone calls) so the tables stay easy to scan as we add more guides.

On-call, schedules, and rotations

Question	Where to look
How do I cover one weekend with a single on-call person from Friday evening through Monday morning, and rotate after Monday morning (when shifts are shorter than 24h there is no `Handoff Time`)?	Escalations — Weekend on-call through Monday morning
How do I set on-call times, overnight windows, and which weekdays a schedule applies to?	Escalations — Schedules
How do weekly rotations, handoff day, and `Handoff Time` work?	Escalations — Auto Rotations
Where is the team time zone configured, and how does it affect schedules?	Escalations — Timezones and Teams — Edit Team
How can I have different escalations for different severities?	Escalations — Automatic escalation (filter auto-escalate and auto-assign by severity); for a separate on-call path per severity, route to different teams (shared integration setup)
Can I have different escalations for one team?	In All Quiet, each team has one escalation policy. Within that policy you can define different schedules, rotations, and rules for escalating to higher tiers. If you need different Tier 1 on-call, or different repeat and auto-escalation rules for different kinds of incidents (for example by severity or service), create separate teams—each with its own escalation policy—and route incidents from one shared integration to the right team.

Alerting: Routing, Channels, and Outbound

Question	Where to look
A new incident exists but nobody was notified—what should I check?	Inbound — New incident, no notification
How do routing rules affect channels, outbound integrations, snooze, or discard?	Advanced Incident Routing
My outbound tools (Slack, Jira, webhooks, …) don’t receive the incident. What could be blocking them?	Outbound — Integrations never fire
Why did an outbound integration not post or update (Slack, Jira, webhook, …)—and where do I see what it tried?	Activity history (History tab), Troubleshooting with activity history, and Incident — Outbound Integration Activity
Microsoft Teams on-call tagging or dedicated channels don’t work.	Microsoft Teams — Graph permissions (integrations connected before August 10, 2026)
I get no personal alerts (email, SMS, push, voice) even though the incident exists. What could be blocking them?	Alerting channels — Troubleshooting
Do I need Twilio or Live Call Routing to receive voice call notifications when an incident fires?	No. Voice calls on Alerting Channels are outbound alerts to your phone. Twilio is only for Live Call Routing (inbound hotline calls).
Why was the wrong team paged—or why does only one team get alerts from a shared inbound integration?	Inbound — One integration for several teams and Advanced Incident Routing
Can we extend or customize how long notification, routing, or outbound activity logs are kept?	Default retention is 30 days (notification and routing) and 14 days (outbound) — see Notification History, Routing rule executions, and Outbound Integration Activity. Enterprise deals can include custom retention (similar to audit logs); contact support@allquiet.app

Inbound: Payloads and Incidents

Question	Where to look
How does payload mapping work (`Discard`, `CorrelationId`, preview)?	Inbound — Mapping payloads
An alert did not show up the way I expected—where do I start?	Inbound — Troubleshooting overview
I don’t see my payload in Latest Payloads, or how do I open the incident from a payload tile?	Inbound — Latest Payloads
Why was there no incident—was the payload discarded (mapping, routing, or maintenance)?	Inbound — Payload discarded
Why did the payload update an old open incident instead of creating a new one, or why are there no notifications on updates?	Inbound — Existing incident updated
How do I use one integration (one webhook URL) for several teams, each with its own on-call and escalations?	Inbound — One integration for several teams
How do I route alerts from the same source to different teams by severity, service, environment, or other payload fields?	Inbound — One integration for several teams and payload mapping
Why was nobody paged when the incident was created in our Root (central) team?	Inbound — One integration for several teams — the Root team usually has no on-call; confirm Assign to Team routing ran

Live Call Routing

Live Call Routing is not the same as voice call notifications.

Voice call notifications: All Quiet calls your phone when an incident is opened, assigned, or escalated. Enable this under Alerting Channels — no Twilio number or Live Call Routing setup is required.
Live Call Routing: Someone dials your hotline number, and All Quiet connects that live call to the right on-call responder. That requires connecting a Twilio number.

Question	Where to look
Is Live Call Routing how I get phone calls when an incident fires? Do I need Twilio for that?	No. That is a personal voice call notification. Twilio and Live Call Routing are only for inbound hotline calls.
Can I buy a phone number through All Quiet?	Live Call Routing — Buying a number
Can All Quiet create incidents for missed calls?	Live Call Routing — Incidents for missed calls
A call went through but no incident was created — what should I check?	Live Call Routing — Call connects but no incident
Nobody gets rung when someone dials our hotline number.	Live Call Routing — Nobody gets rung
The same on-call person always seems to be rung first.	Live Call Routing — Same person rung first
A second caller ringing at the same time always gets voicemail.	Live Call Routing — Second simultaneous caller gets voicemail
We paused the number in All Quiet but callers still get through.	Live Call Routing — Pausing in Twilio
More Live Call Routing setup and operational questions.	Live Call Routing — Troubleshooting and the full Live Call Routing guide

Account, access, and billing

Question	Where to look
How do trial, subscription, and invoices work?	Billing & Subscription
How do I set up SSO (OIDC / SAML) or SCIM?	Single Sign-On (SSO)
I subscribed, but inbound webhooks, Terraform, Public API or Live Call Routing still return 402 while the app shows an active subscription.	Subscribed but webhooks still return 402

Subscribed but webhooks and API still return 402

After you subscribe, inbound webhooks, Terraform, Public API and Live Call Routing may still return 402 for a few minutes, even though Billing & Subscription already shows an active subscription. This is a cache delay — common if your trial had expired before you subscribed. The app reads subscription status without that cache, so Billing can look active while webhooks still reject traffic. Expect this to clear within about ~5 minutes. If 402 responses continue much longer, contact support@allquiet.app.

Still stuck?

Contact support@allquiet.app and mention your team name and what you already tried—we’re happy to help.

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Essentials

Advanced

Miscellaneous

On-call, schedules, and rotations

Alerting: Routing, Channels, and Outbound

Inbound: Payloads and Incidents

Live Call Routing

Account, access, and billing

Subscribed but webhooks and API still return 402

Still stuck?

​On-call, schedules, and rotations

​Alerting: Routing, Channels, and Outbound

​Inbound: Payloads and Incidents

​Live Call Routing

​Account, access, and billing

​Subscribed but webhooks and API still return 402

​Still stuck?

On-call, schedules, and rotations

Alerting: Routing, Channels, and Outbound

Inbound: Payloads and Incidents

Live Call Routing

Account, access, and billing

Subscribed but webhooks and API still return 402

Still stuck?