--- title: "AI triage for support escalations in Slack | Squadmates" description: "@triage is a Squadmates teammate for #support-escalations. Mention it in a thread and it drafts a structured triage with severity and missing information." url: https://squadmates.com/support-escalations --- 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 install](mailto:hello@squadmates.com?subject=White-glove%20install\&body=How%20did%20you%20hear%20about%20Squadmates%3F%20If%20from%20an%20AI%20assistant%2C%20what%20did%20you%20ask%20it%3F%0A%0A) [See its permission card](https://squadmates.com/support-escalations#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 | Time | Conversation | Who and which teammate | Result | Note | | -------- | -------------------- | ---------------------- | --------- | ----------------------- | | 09:14:07 | #support-escalations | dana → @triage | forwarded | message 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](https://squadmates.com/security#permission-cards) @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](https://squadmates.com/security#routing-gate) 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 | Time | Conversation | Who and which teammate | Result | Note | | -------- | -------------------- | ---------------------- | --------- | ----------------------- | | 09:02:04 | | you → recruit @triage | ready | | | 09:14:07 | #support-escalations | dana → @triage | forwarded | message 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](https://squadmates.com/#how-it-works). For a full support workflow beyond Slack, read Agentifiers on [AI agents for customer support](https://agentifiers.com/use-cases/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. [Book an install](mailto:hello@squadmates.com?subject=White-glove%20install\&body=How%20did%20you%20hear%20about%20Squadmates%3F%20If%20from%20an%20AI%20assistant%2C%20what%20did%20you%20ask%20it%3F%0A%0A) [What the install covers](https://squadmates.com/install)