On-Call Management provides comprehensive tools for managing on-call schedules, emergency response procedures, and escalation workflows. Features include automated rotation scheduling, multi-channel alerting, escalation chains, and detailed reporting to ensure critical incidents are handled promptly and effectively.

Organize responders into on-call pools with primary and backup coverage, auto-generate fair rotations, and page the right person the moment an incident is activated — with automatic escalation until someone acknowledges.

Scheduling

Highlights

Organize responders into on-call pools with primary and backup coverage.

Auto-generate fair round-robin rotations across a date range, then extend them in a click.

Page the right person the instant an incident is activated — in-app, SMS, email, push, or voice.

Escalate high and critical incidents automatically until someone acknowledges.

Acknowledge, respond, transfer, or resolve incidents from desktop, mobile, or the AI assistant.

See who's on call right now and track every response against your SLA.

Capabilities

Incident Response

Activate an incident with description and severity
Acknowledge an incident to take ownership
Record a response with availability and estimated arrival time
Resolve an incident with resolution notes (optionally required)
Escalate an incident to a higher severity mid-incident
Transfer an incident to another on-call pool
Snooze and un-snooze incident notifications
Link related or duplicate incidents together
Incident comment thread with a full activity timeline

Escalation & Paging

Multi-channel paging: in-app, SMS, email, push, voice
Automatic escalation cascade for high and critical incidents
Severity gate — escalation fires for high/critical by default
Acknowledgment stops the escalation cascade for everyone
Fallback paging when no one is currently on call
Notify managers and admins when a pool is activated

On-Call Pools

Multiple pools per business with primary and backup designations
Location-specific pools tied to a site
Virtual, location-agnostic pools
Per-pool response-time SLA
Minimum-staff coverage indicator per pool
Notify-management-on-activation toggle per pool
Industry-seeded starter pools (ER, ICU, security, and more)

Rotations & Scheduling

Auto-generate round-robin rotations across a date range
Configurable shift duration per rotation slot
Primary and backup ordering within a rotation
Extend an existing rotation by N days (continues the cycle)
Delete every shift in a rotation in one action
Manual ad-hoc on-call shift outside any rotation
Enable employees for on-call duty inline from the builder

Visibility & Tracking

Real-time dashboard of who is on call right now
Your own on-call status — primary vs. backup — at a glance
Upcoming on-call shifts per user
Active and resolved incident history with status filters
Response-time tracking per responder
Per-pool active-incident counts

Mobile & AI Assistant

Mobile web: status, incident list with filters, acknowledge, respond
AI assistant answers who's on call, pools, my shifts, and incidents
AI assistant write actions: acknowledge, respond, resolve (with confirm)
Per-business toggle to enable or disable the AI assistant

Limits & Specs

Incident statuses: active, acknowledged, resolved
Severity levels: low, medium, high, critical
Escalation channels: in-app, push, email, SMS, voice
Upcoming shifts shown: 5 (dashboard) / 30 (AI assistant)
Resolved-incident history: 10 per page (active incidents unlimited)
Pricing: License required (per-tenant opt-in)

Use cases

Check on-call status

See at a glance whether you are on call, which pool you belong to, and whether you are primary or backup — from the dashboard or the AI assistant.

Acknowledge and respond to a page

When an incident is activated, acknowledge it from your phone to stop the escalation, then record whether you can respond and your estimated arrival time.

Resolve or hand off an incident

Managers close incidents with resolution notes, transfer them to a better-suited pool, or escalate the severity as the situation grows.

Build and extend a rotation

Administrators generate a round-robin rotation across a date range with a set shift duration, then extend it by a few days when it nears the end.

Review incident history

Filter incidents by status, review response times against your SLA, and follow the full activity timeline and comment thread for each one.

Resources

On-Call Datasheet (PDF)

Datasheet

Features, capabilities, pricing model, and FAQ on one downloadable sheet — share it with your team.

FAQ

Shifts & Scheduling covers your day-to-day working schedule — who works which shift at which location. On-Call sits on top of the same scheduling engine but adds the pieces on-call work needs: pools of responders with primary/backup roles, auto-generated rotations, incident activation, multi-channel paging, and an escalation cascade. On-call shifts still appear in your schedule, but the paging, acknowledgment, and response tracking are unique to On-Call.

Pick a pool, a date range, and a shift duration, then choose the staff and mark any backups. The builder distributes shifts round-robin — one primary (and one backup, when designated) per slot, cycling through the roster. There are no recurring rotation templates yet; instead, extend an existing rotation by N days and it continues the cycle from where it left off.

For high and critical incidents, the primary responder is paged first. If they don't acknowledge within the configured wait time, the incident escalates step by step across channels (in-app, push, email, SMS, voice). The moment anyone acknowledges, the whole cascade stops for everyone. Lower-severity incidents notify on-call staff directly without the cascade. If no one is currently on call, the app falls back to recent or upcoming rotation members so a page is never silent.

Managers can edit a shift's roster to swap who's covering, transfer an in-flight incident to a more appropriate pool, or snooze notifications for a set window when an incident is being worked. Extending or trimming a rotation adjusts future coverage without recreating it.

Every page creates an in-app notification. SMS and email go out based on each user's notification preferences (SMS requires a phone number on file). Push and voice are delivered through the escalation cascade for high and critical incidents. Voice calls read out the incident and prompt the responder to acknowledge.

Activating a pool requires the on-call activate permission (typically managers, admins, or monitoring systems). Notified staff — and on-call managers — can acknowledge and respond. Resolving, transferring, and escalating severity are limited to admins and on-call managers. Some businesses can require resolution notes before an incident can be closed.

Yes. The mobile web view shows your on-call status and upcoming shifts, lists incidents with status filters, and lets you acknowledge and respond on the go. The AI assistant answers questions like who's on call, your upcoming shifts, and open incidents — and can acknowledge, record a response, or (for managers) resolve an incident, always with a confirmation step before it writes.

On-Call requires a license and is opt-in per tenant — an administrator enables it for your business from the Apps Marketplace, and it's disabled by default until then. Contact your MangoApps administrator about enabling it for your organization.