# Incident Communication: Customer Updates While You Fix

Source: https://maito.app/workflows/draft-customer-updates-during-an-incident

Mention Maito in the incident thread and get a customer-facing status update drafted from the facts, with clashing times flagged, for the lead to approve.

Mention Maito in the incident thread and get a status update for customers while engineers keep fixing.

[Customer support](https://maito.app/workflows/team/customer-support) · [Software](https://maito.app/workflows/industry/software) · When you ask · Updated October 19, 2026

Works with

-   Slack
-   Email
-   incident.io
-   Better Stack

## How 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

1.  Read the incident thread
2.  Draft a plain update
3.  Suggest a time for the next one

## Example

**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

When you ask Draft customer updates during an incident

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

### Which status pages does it write for?

incident.io and Better Stack, when connected.

### Does it post to the status page?

Not on its own. The incident lead approves each update first.

### Does it read the whole incident channel?

Only the thread where it was mentioned, and only after that mention.

## More customer support workflows

-   [Draft replies to tickets you've solved before When a question has been answered before, get a draft reply from that answer. Customer support · When something happens Works with Intercom, Pylon, Notion.](https://maito.app/workflows/draft-replies-to-tickets-youve-solved-before)
-   [Spot recurring issues early Group tickets by cause so a new problem shows up before it's a flood. Customer support · On a schedule Works with Intercom, Pylon.](https://maito.app/workflows/spot-recurring-issues-early)
-   [Daily escalations view See every escalated or at-risk ticket in one message each morning. Customer support · On a schedule Works with Intercom, Pylon, HubSpot, Salesforce.](https://maito.app/workflows/daily-escalations-view)
-   [Reproduce a bug from a customer report Turn "it's broken" into exact steps, a recording and a bug report engineers can use. Customer support · When something happens Works with Linear, Jira.](https://maito.app/workflows/reproduce-a-bug-from-a-customer-report)
-   [Answer "how does this work?" from the code Support gets the real answer from the product, not from an outdated doc. Customer support · When you ask Works with Notion, Confluence.](https://maito.app/workflows/answer-how-does-this-work-from-the-code)
-   [Keep help articles current after a release After each release, find help articles that no longer match the product and draft fixes. Customer support · When something happens Works with Intercom, Notion.](https://maito.app/workflows/keep-help-articles-current-after-a-release)

[See all workflows](https://maito.app/workflows)

## Put your AI teammate to work.

Set it up in minutes. Start with this one, and let it earn the next one.

[Put Maito to work](https://maito.app/login?returnTo=%2Fworkflows%2Fdraft-customer-updates-during-an-incident)[Book a demo](mailto:support@maito.app?subject=Maito%20demo)