{"id":376,"date":"2025-03-19T13:14:57","date_gmt":"2025-03-19T13:14:57","guid":{"rendered":"https:\/\/blog.spike.sh\/2025\/03\/19\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/"},"modified":"2025-06-05T19:09:47","modified_gmt":"2025-06-05T13:39:47","slug":"making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts","status":"publish","type":"post","link":"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/","title":{"rendered":"Rethinking WhatsApp Alerts &#8211; A Data-Driven Approach"},"content":{"rendered":"\n<nav aria-label=\"Table of Contents\" class=\"wp-block-table-of-contents\"><ol><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/#whatsapp-alerts-and-actions-before-optimization\">WhatsApp Alerts and Actions Before Optimization<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/#what-actions-do-responders-want-to-take-on-whatsapp\">What Actions do Responders Want to Take on WhatsApp?<\/a><ol><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/#here-are-the-3-options-we-considered-\">Here are the 3 options we considered &#8211;<\/a><\/li><\/ol><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/#the-data-tells-a-different-story\">The Data tells a Different Story<\/a><\/li><li><a class=\"wp-block-table-of-contents__entry\" href=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/#the-problem-with-fetching-more-details\">The Problem with Fetching More Details<\/a><\/li><\/ol><\/nav>\n\n\n\n<p class=\"wp-block-paragraph\">WhatsApp has become a <strong>major<\/strong> alerting channel for incident response teams. It&#8217;s popular and for many, <a href=\"https:\/\/spike.sh\/blog\/alternatives-to-sms-alerts\/\">a great alternative to SMS<\/a>. In our <a href=\"https:\/\/spike.sh\/blog\/2024-recap\/\">2024 recap<\/a>, we mentioned how <strong>Spike sent over 25,000 alerts<\/strong> on WhatsApp. It is now the 2nd most used alert channel for responders on Spike (rising from <a href=\"https:\/\/spike.sh\/blog\/2023-recap\/\">4th spot in 2023<\/a>)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But&#8230; I will be the first one to admit \u2013 the WhatsApp alerts experience needed work to help responders react to incidents quicker!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"whatsapp-alerts-and-actions-before-optimization\"><strong>WhatsApp Alerts and Actions Before Optimization<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">At Spike, we\u2019ve always supported <strong>instant Acknowledge and Resolve actions<\/strong> across <a href=\"https:\/\/spike.sh\/alerts\">all alert channels<\/a>\u2014without requiring responders to visit the dashboard or <a href=\"https:\/\/spike.sh\/mobile\">mobile app<\/a>. This is critical for incident response since <strong>faster actions reduce Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR).<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But in the <strong>previous version of WhatsApp alerts<\/strong>, taking action wasn\u2019t as seamless. Responders had to manually type:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>ACK {incident ID}<\/strong> to acknowledge<\/li>\n\n\n\n<li><strong>RES {incident ID}<\/strong> to resolve<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-gallery has-nested-images columns-default is-cropped wp-block-gallery-1 is-layout-flex wp-block-gallery-is-layout-flex\">\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" data-attachment-id=\"449\" data-permalink=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/attachment\/01\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/01.png\" data-orig-size=\"2400,1350\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"01\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/01-1024x576.png\" data-id=\"449\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/01-1024x576.png\" alt=\"\" class=\"wp-image-449\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/01-1024x576.png 1024w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/01-300x169.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/01-768x432.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/01-1536x864.png 1536w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/01-2048x1152.png 2048w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/01-1200x675.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Commands responders replied with to acknowledge and resolve an incident<\/figcaption><\/figure>\n<\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Manually replying to messages just to acknowledge or resolve an incident <strong>felt clunky<\/strong>. It wasn\u2019t the most efficient way to handle alerts quickly, and in many cases, <strong>typing the commands took longer than it should have.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Personally, I found it frustrating.<\/strong> The <strong>incident ID format<\/strong> included a hyphen (<code>-<\/code>), which made typing it out even more tedious. <strong>A simple action shouldn\u2019t require this much effort.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">So, we set out to <strong>make WhatsApp alerts more intuitive<\/strong>, leveraging our knowledge of <strong>WhatsApp bots and real user data<\/strong> from Spike.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"what-actions-do-responders-want-to-take-on-whatsapp\">What Actions do Responders Want to Take on WhatsApp?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To improve WhatsApp alerting, we started with a simple question:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>What are the three most common actions users take when they receive an incident alert?<\/em><\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Two were obvious:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">1. <strong>Acknowledge<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. <strong>Resolve<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. ??? (<em>We weren\u2019t sure what this should be\u2014yet.<\/em>)<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"here-are-the-3-options-we-considered-\">Here are the 3 options we considered &#8211;<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"500\" data-attachment-id=\"451\" data-permalink=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/attachment\/02\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/02.png\" data-orig-size=\"1365,666\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"02\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/02-1024x500.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/02-1024x500.png\" alt=\"\" class=\"wp-image-451\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/02-1024x500.png 1024w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/02-300x146.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/02-768x375.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/02-1200x585.png 1200w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/02.png 1365w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">ESCALATE option seems great !<\/figcaption><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"500\" data-attachment-id=\"456\" data-permalink=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/03-3\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/03-2.png\" data-orig-size=\"1365,666\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"03\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/03-2-1024x500.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/03-2-1024x500.png\" alt=\"\" class=\"wp-image-456\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/03-2-1024x500.png 1024w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/03-2-300x146.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/03-2-768x375.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/03-2-1200x585.png 1200w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/03-2.png 1365w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"500\" data-attachment-id=\"457\" data-permalink=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/04-2\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/04-1.png\" data-orig-size=\"1365,666\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"04\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/04-1-1024x500.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/04-1-1024x500.png\" alt=\"\" class=\"wp-image-457\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/04-1-1024x500.png 1024w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/04-1-300x146.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/04-1-768x375.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/04-1-1200x585.png 1200w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/04-1.png 1365w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Or respond with triggering a script ??<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">At first, we thought of adding an <strong>Escalate<\/strong> button. It made sense intuitively. But when we looked at data, something unexpected stood out.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"the-data-tells-a-different-story\">The Data tells a Different Story<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">When we talk to teams about incident response, a common theme emerges: <strong>the goal is to respond to incidents everything within <a href=\"https:\/\/spike.sh\/blog\/how-chatops-streamlines-incident-management-a-beginners-guide\/\">Slack or Microsoft Teams<\/a> \u2013 or <a href=\"https:\/\/spike.sh\/blog\/incident-management-automation-devops\/\">automating them<\/a> to go to JIRA \/ Linear directly without needing to open the Spike app.<\/strong> So, we assumed the same logic would apply to WhatsApp alerts.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Naturally, our instinct was to add something powerful for the <strong>third action<\/strong>\u2014maybe running a <strong><a href=\"https:\/\/spike.sh\/blog\/introducing-playbooks-automation\/\">Playbook automation<\/a><\/strong> or <strong>triggering a script.<\/strong> These actions are used more often than people realize, and they felt like a strong fit.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Initially, <strong>Escalate<\/strong> seemed like the obvious choice.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Data points that out that<\/strong> <strong>responders don\u2019t manually actually escalate incidents that often.<\/strong><\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">I rarely escalate when I\u2019m on-call\u2014we all want to handle the incident ourselves with other on-call members. And if that\u2019s the case for me, it\u2019s may be true for many others. Data didn&#8217;t show signs of manual escalations being used too much in favor of automatic escalations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>So, did Escalate really deserve a permanent spot on every WhatsApp alert?<\/strong> It didn\u2019t sit right.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Google Analytics showed us that<\/strong> <strong>the<\/strong> <strong>Incidents Page was actually the most visited page on Spike.<\/strong> That told us responders still check for more details, even when they\u2019re familiar with an incident.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The takeaway? <strong>People don\u2019t always need another action\u2014they need context. <\/strong>We considered letting users fetch more details inside WhatsApp, but that led to a different problem\u2026<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Most of you know I\u2019m on-call all the time on live chat! And since on-call life never stops, <strong>we are making some merch for the first time ever.<\/strong><\/p>\n<\/blockquote>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"696\" height=\"715\" data-attachment-id=\"458\" data-permalink=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/attachment\/05\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/05.png\" data-orig-size=\"696,715\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"05\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/05.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/05.png\" alt=\"\" class=\"wp-image-458\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/05.png 696w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/05-292x300.png 292w\" sizes=\"auto, (max-width: 696px) 100vw, 696px\" \/><figcaption class=\"wp-element-caption\">I am On-call.<\/figcaption><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"the-problem-with-fetching-more-details\">The Problem with Fetching More Details<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Fetching details sounds simple\u2014until you realize how much information is tied to an incident. What would responders actually want?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2022 <strong>Incident Payload<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2022 <strong>Comments &amp; Notes<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2022 <strong>Responders<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2022 <strong>Incident context<\/strong> (Suppressed &amp; Repeated times, Priority, Severity)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2022 <strong>Activity Log<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2022 <strong>Incident Links<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We could send all this info inside WhatsApp, but it would create too many interactions:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">1. Fetch details? Sure.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. But which details? 100% but choose from six options.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. &#8230;And WhatsApp\u2019s template restrictions make this even harder.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This friction made us rethink everything. Instead of overcomplicating WhatsApp alerts, <strong>we simplified<\/strong>:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>The third action became \u201cOpen Incident in App.\u201d<\/strong><\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Whether it\u2019s reading the incident payload, adding responders, or checking comments\u2014<strong>everything responders need is already available in the mobile app.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When an alert comes in, the first instinct isn\u2019t just to take action\u2014it\u2019s to <strong>understand and investigate<\/strong> the incident. This is something we all do.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To validate this, we ran a <strong>POC internally for two weeks<\/strong>. We learnt that the new WhatsApp alerts felt <strong>natural<\/strong>, and combining them with Spike\u2019s mobile app just <strong>clicked. <\/strong>Jumping from WhatsApp alert to the mobile app for &nbsp;incident context takes no time and it&#8217;s sooo intuitive.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">What&#8217;s interesting is <strong>we had assumed that responders getting WhatsApp alerts wouldn\u2019t download the Spike app.<\/strong> But this update challenged that assumption.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Honestly? <strong>I don\u2019t mind either way.<\/strong> If users prefer handling incidents solely through WhatsApp, that\u2019s great because how you receive alerts is a personal choice. But during those two weeks, we realized something important:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>WhatsApp alerts + Spike\u2019s mobile app is a match made in on-call heaven.<\/strong><\/p>\n<\/blockquote>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The Final Solution \u2013 Three Simple Actions<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To keep things smooth and intuitive, every WhatsApp alert now comes with:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2705 <strong>Acknowledge<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2705 <strong>Resolve<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2705 <strong>Open Incident in App<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Rather than forcing responders to <strong>tap through multiple options<\/strong>, they can now jump straight into the app\u2014where all the data they need is already structured perfectly.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"782\" data-attachment-id=\"459\" data-permalink=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/attachment\/06\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/06.png\" data-orig-size=\"2000,1528\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"06\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/06-1024x782.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/06-1024x782.png\" alt=\"\" class=\"wp-image-459\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/06-1024x782.png 1024w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/06-300x229.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/06-768x587.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/06-1536x1174.png 1536w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/06-1200x917.png 1200w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/06.png 2000w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Actionable buttons in WhatsApp alerts<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>This is a big step toward making mobile alerting frictionless.<\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>We DON&#8217;T have he Impact With Us<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We were excited to release this update and measure how many users started using WhatsApp to <strong>acknowledge<\/strong> and <strong>resolve<\/strong> incidents.. like truly measure the impact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But\u2026 there was a small problem \u2604\ufe0f<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>We weren\u2019t tracking the source of Acknowledge\/Resolve actions.<\/em><\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">What stings, though, is that <strong>we\u2019ll never have past data<\/strong>\u2014which means no way to analyze trends or draw a trajectory over time for these alert channels. But hey, <strong>these things happen.<\/strong> If there\u2019s one thing we know for sure, <strong>incidents are inevitable.<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"800\" data-attachment-id=\"460\" data-permalink=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/attachment\/07\/\" data-orig-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/07.png\" data-orig-size=\"1080,844\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"07\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/07-1024x800.png\" src=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/07-1024x800.png\" alt=\"\" class=\"wp-image-460\" srcset=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/07-1024x800.png 1024w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/07-300x234.png 300w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/07-768x600.png 768w, https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/07.png 1080w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Tune back next year for some data !!<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">On the bright side, we noticed something encouraging: <strong>a clear uptick in mobile app installs.<\/strong> This suggests responders are shifting toward managing incidents directly in the Spike app. And that\u2019s a big win.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For now, this is just the start. If you\u2019re using <strong>WhatsApp for incident response<\/strong>, we\u2019d love to hear your thoughts. What\u2019s working well? What would you improve?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We mixed intuition with data to rethink WhatsApp alerts for responders. Here&#8217;s how we did it!<\/p>\n","protected":false},"author":191914268,"featured_media":391,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_import_markdown_pro_load_document_selector":0,"_import_markdown_pro_submit_text_textarea":"","_lmt_disableupdate":"","_lmt_disable":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false},"categories":[1442,1424],"tags":[1410],"class_list":["post-376","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-announcement","category-building-spike","tag-building-spike"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Rethinking WhatsApp Alerts - A Data-Driven Approach<\/title>\n<meta name=\"description\" content=\"Discover how Spike improved WhatsApp Alerts for incident response, making them more intuitive and efficient for on-call teams.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rethinking WhatsApp Alerts - A Data-Driven Approach\" \/>\n<meta property=\"og:description\" content=\"Discover how Spike improved WhatsApp Alerts for incident response, making them more intuitive and efficient for on-call teams.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.spike.sh\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\/\" \/>\n<meta property=\"og:site_name\" content=\"Spike&#039;s blog\" \/>\n<meta property=\"article:published_time\" content=\"2025-03-19T13:14:57+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-05T13:39:47+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.spike.sh\/wp-content\/uploads\/2025\/03\/background-19-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1040\" \/>\n\t<meta property=\"og:image:height\" content=\"564\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Kaushik\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Kaushik\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/making-whatsapp-alerts-more-intuitive-what-we-learned-from-25-000-alerts\\\/\"},\"author\":{\"name\":\"Kaushik\",\"@id\":\"https:\\\/\\\/blog.spike.sh\\\/#\\\/schema\\\/person\\\/b137e57ace218547f02b86fdcb2d0e64\"},\"headline\":\"Rethinking WhatsApp Alerts &#8211; 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