Draft customer updates during an incident
Mention Maito in the incident thread and get a status update for customers while engineers keep fixing.
Customer support · Software · When you ask · Updated
Works with
- Slack
- incident.io
- Better Stack
Slack
incident.io
Better StackHow do you handle incident communication?
To handle incident communication, mention Maito in the incident thread. It reads what engineers have said, drafts a status update in plain customer language with the status and next update time, and flags facts that conflict. You get a draft for the incident lead to approve before it posts.
How it's done today
Updates come late because everyone is fixing.
What Maito does
- Read the incident thread
- Draft a plain update
- Suggest a time for the next one
Example
@Maito draft a status page update from this thread.
Draft for incident.io: Title: Delays in exporting reports Status: Identified "Report exports are failing or very slow for some customers, starting around 12:00 PM. Imports and the API are not affected. We have found the cause and are rolling back a change. Next update by 3:30 PM." Catch: the thread says the fix is done by 3 PM, but Alex's message at 2:41 PM says the rollback takes about 40 minutes. I wrote 3:30 PM for the next update, not 3 PM. Alex, is that right? Not posted yet. The incident lead needs to approve.
@Maito 3:30 is right. Approved, post it.
Posted to the status page at 2:54 PM. I'll remind you here at 3:25 PM to write the next one.
Sam (2:48 PM):
draft a status page update from this thread.
Maito (2:50 PM):
Draft for incident.io:
Title: Delays in exporting reports
Status: Identified
"Report exports are failing or very slow for some customers, starting around 12:00 PM. Imports and the API are not affected. We have found the cause and are rolling back a change. Next update by 3:30 PM."
Catch: the thread says the fix is done by 3 PM, but Alex's message at 2:41 PM says the rollback takes about 40 minutes. I wrote 3:30 PM for the next update, not 3 PM. Alex, is that right?
Not posted yet. The incident lead needs to approve.
Alex (2:53 PM):
3:30 is right. Approved, post it.
Maito (2:54 PM):
Posted to the status page at 2:54 PM. I'll remind you here at 3:25 PM to write the next one.
How to set it up
- Set up
Nothing to set up. Ask in Slack or by email whenever you need it.
- Connect status page
- incident.io
- Better Stack
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It writes only from what's said in the thread. It can't judge a fix time, so it asks engineers when facts conflict.
Questions
incident.io and Better Stack, when connected.
Not on its own. The incident lead approves each update first.
Only the thread where it was mentioned, and only after that mention.
