A guide to Grafana OnCall SMS and call routing

In a detailed guide, Michael Derynck outlines the steps to configure an incident response system using Grafana OnCall, paired with Twilio, to route alerts via SMS and voice calls. The process begins with setting up a basic integration where a phone number in Twilio sends alerts to a webhook in Grafana OnCall. The guide then covers the creation of escalation chains and routes in Grafana OnCall to handle different alert types and ensure notifications reach the appropriate personnel. Twilio's Studio flows are utilized to manage incoming SMS and calls, converting them into alerts sent to Grafana OnCall. The guide also includes instructions for testing the setup and troubleshooting common issues, as well as expanding the configuration to route alerts based on specific criteria. This setup allows for scalable and customizable incident management, ensuring alerts are efficiently communicated to on-call teams.