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Use case: support escalations

An AI teammate for support escalations in Slack

@triage is a Squadmates teammate for #support-escalations. Mention it in a thread and it drafts a structured triage: summary, customer, impact and severity, evidence in the thread, missing information, suggested owning team, and next step. It reads only the threads it is mentioned in, remembers nothing between threads, and has no tools.

Book an installSee its permission card

Example thread

What @triage posts.

This is the example thread from the homepage demo, shown in full. Acme, Dana Ortiz, and the details in the thread are made up for the example. They are not a customer, and a real triage depends on what your team writes in the thread.

#support-escalationsExample

  1. SquadmatesApp09:02

    Dana Ortiz recruited @triage. Job: support escalations. Owner: Dana Ortiz.

  2. SquadmatesApp09:03

    @triage can read the threads it is mentioned in, remembers nothing between threads, drafts replies, and has no tools.

  3. Dana Ortiz09:14

    @triage Acme says checkout has been failing since 09:00 ET. Three tickets so far, all card payments.

  4. TriageTeammate09:14

    Summary
    Card checkout failing for Acme since 09:00 ET.
    Customer/account
    Acme
    Impact and severity
    Sev2. Payments blocked for one customer, workaround unknown.
    Evidence in thread
    Three tickets, all card payments.
    Missing information
    Error message or code? Other customers affected? Any deploy since 08:30?
    Suggested owning team
    Payments
    Next step
    Confirm scope with a second customer, then page Payments on-call.

Audit logmessage text not stored

TimeConversationWho and which teammateResultNote
09:14:07#support-escalationsdana → @triageforwardedmessage text not stored
Example thread in #support-escalations. The names, the customer, and the incident are illustrations, not real data.

Permission card

Its permission card.

@triage can read the threads it is mentioned in, remembers nothing between threads, and drafts replies. It has no tools, so it has nothing to ask permission for. Anything not on the card is off limits.

How permission cards work

@triage

Support escalations

Can read
Threads it is mentioned in
Can remember
Nothing between threads
Can do
Draft replies
Must ask
Nothing. It has no tools.
Cannot access
Anything not on the card
DOOwnerReady

Routing

How it gets into the channel.

Connecting Slack turns nothing on. An owner or admin approves #support-escalations first. After that, @triage answers only messages that mention it, and everything else in the channel is ignored.

How the routing gate works

Routing gate

  1. Approved conversation?
  2. Mentions one teammate?
  3. Teammate paused?

Two example messages in #support-escalations

  • #support-escalationsdana → @triage

    @triage Acme says checkout has been failing since 09:00 ET.

    Approved conversation?
    yes
    Mentions one teammate?
    yes
    Teammate paused?
    no

    forwarded

  • #support-escalationslee → no mention

    Looking at the Acme tickets now.

    Approved conversation?
    yes
    Mentions one teammate?
    no
    Teammate paused?
    not reached

    ignored

Ownership

Who owns it.

Every teammate has a named owner, chosen when it is recruited. In the example, Dana Ortiz recruits @triage and owns it.

Pause it with one switch: it stops answering, its credential is revoked, and anyone who mentions it gets a private notice. Each routing decision lands in the audit log without the message text.

Audit logmessage text not stored

TimeConversationWho and which teammateResultNote
09:02:04you → recruit @triageready
09:14:07#support-escalationsdana → @triageforwardedmessage text not stored

Limits

What it does not do.

@triage is narrow on purpose. One job, and only the access it needs.

  • It has no tools. It cannot open or update tickets, page anyone, or change anything in another system.
  • It remembers nothing between threads. Each thread starts fresh.
  • It reads only the threads it is mentioned in, not the rest of the channel.
  • It suggests a next step and an owning team. A person decides and acts.
  • It cannot reach anything that is not on its permission card.

Beyond triage

Growing the squad.

Teammates are jobs you write. Recruit the next one the same way: name the job and the owner, then fill in its permission card. See how recruiting works.

For a full support workflow beyond Slack, read Agentifiers on AI agents for customer support.

Put @triage in your Slack.

A white-glove install sets up Squadmates in an account in your AWS Organization and recruits your first teammates with you.

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