Notifications

Xcentrix delivers alarms through four channels — SMS, voice call, email, and push notifications. This page covers how to configure who gets which channel at which severity, and how to work with the system from your phone.

The four channels

Channel	How you receive it	How to acknowledge
SMS	Text message from the Xcentrix number	Reply ACK <your PIN>
Email	Message from the Xcentrix alerts address	Open the link in the email and acknowledge in the browser
Voice	Phone call from the Xcentrix number	Enter your PIN followed by # when prompted
Push	Browser or mobile push notification	Tap the notification, then Ack

Push requires that you first enroll a browser or device from the account page — see Account.

Escalation profiles

Who gets notified is controlled by escalation profiles, edited on the Escalation profiles page inside each site. A profile is:

• A list of tiers that fire in sequence (tier 2 only fires if nobody in tier 1 acknowledged within the configured delay).
• Each tier has a list of recipients (tenant users or custom phone numbers), an escalates-after delay, and a per-recipient channel matrix.

The channel matrix

For every recipient on a tier you pick, per severity, which channels fire:

	Warning	Critical
SMS	☐	☐
Email	☐	☐
Push	☐	☐
Call	☐	☐

That’s eight checkboxes per recipient. The usual pattern is: email + push for Warning, every channel for Critical.

Escalates-after options

Each tier has a dropdown: Immediate, 1m, 5m, 10m, 15m, 30m, 60m. “Immediate” means the next tier fires in parallel with no delay — useful for mirroring an alarm to a backup pager without waiting.

Adding people and tiers

• + Recipient on a tier — add another person to that tier.
• + Tier at the bottom — add another escalation level.
• A profile marked Default is used by any alarm that doesn’t specify its own profile.

SMS keyword replies

When you text any of these words to the Xcentrix number, the platform responds immediately:

Reply	What it does
ACK 123456	Acknowledges the alarm you were just notified about. The number is your 6-digit PIN.
STOP, UNSUBSCRIBE, STOPALL	Opts you out of SMS from Xcentrix on this phone number. You’ll get a one-time confirmation and no further messages until you text START.
START, UNSTOP, YES	Opts you back in.
HELP, INFO	Returns program info — what Xcentrix is, how to contact support, how to opt out.

Keywords are case-insensitive but have to be the whole message. “Please stop” won’t opt you out; STOP will.

Caution

STOP is per phone number, not per account. If multiple family members share a phone and one of them opts out, nobody at that number will get Xcentrix SMS. Text START to reverse it.

Opt-in for new phone numbers

If you want to add a phone number that’s not already an Xcentrix user, fill out the public consent form at /legal/sms-consent. The form submits your name, phone, facility, role, and email to the Xcentrix support team, who will route it to your tenant admin for provisioning. You will not receive SMS until an admin adds you.

Troubleshooting

Symptom	Likely cause
You stopped getting SMS	You (or someone sharing your number) texted STOP. Text START to re-enable.
You get email but not push	Your browser denied notification permission, or the push subscription expired. Re-enroll from Account.
Voice call goes to voicemail	Expected on 2nd+ ring on most carriers. Set the Xcentrix caller ID as a VIP contact to override Do-Not-Disturb.
You get notifications for an alarm you don’t care about	Edit the escalation profile and remove yourself from the tier(s), or ask your admin to.