Every escalation,
already investigated.
Trusted by teams running mission-critical operations.
Channels
Apps
APP 10:02 AM
Lumen Payroll says their webhooks stopped at 9:40. Their keys and endpoint check out, and the API logs are outside my access. can you take it?
Zendesk #48213, with my account checks attached.
APP 10:06 AM
Release 4.18 cut webhook retries from 5 to 1, so 412 events failed on Lumen’s slow endpoint. 3 other merchants are affected.
Logs, error trace, and the commit attached.
Approval needed
Open a PR restoring 5 retries
Dev 10:09 AM
Good find. let the 4 merchants know their events will replay once it ships.
Message #support-escalations
Every channel, every tier
Customers reach a support agent by WhatsApp, text, email, or phone. When a case needs more access, the agent escalates it in Slack to an engineering agent that can read logs and code.
@mention an agent in any channel or thread. Click a channel or an agent in the window to explore.
Payment questions aren’t FAQ questions.
Customers ask about declines, held funds, and transfers that haven’t landed. The answers live in systems your CX team can’t see, so tickets bounce between support, ops, and engineering.
The answer isn’t in the help desk
The help desk has the conversation. The processor, the ledger, and the logs have the answer.
Escalations wait in line
Support can’t tell what needs engineering, so cases arrive without context and sit in a queue.
Wrong answers cost trust
Business customers notice a confident, wrong reply. Every answer has to match the record.
Three teams, one harness.
Start with the question your team answers most. The same connectors, permissions, and record of work carry to escalations and account management.
Payments support
Answer declines, held funds, and “where’s my money” from the payment record, with a reply ready for review.
Escalations
Technical cases go to an agent that can read logs, errors, and code. Engineering only gets what truly needs them, with the evidence attached.
Account management
Answer your largest clients’ questions and prepare account reviews, sharing only what clients should see.
One harness, one view of every customer.
The same customer can open a ticket, end up in an engineering escalation, and bring it up again in their account review. On Runtime, all three teams work from the same memory and the same record.
- 01
One memory across teams
A payout traced by support is already in context when the account manager hears about it.
- 02
Answers your team can check
Every reply cites the records, queries, and policies behind it, so reviewers can verify it before it’s sent.
- 03
Skills that sharpen with every case
Agents learn from resolved tickets and propose updates to their own playbooks and macros.
Autonomy you grant, step by step.
Start with drafts. Refunds and account changes always stay with your team.
- 1
Investigate
Agents trace the payment.
Your team · Writes every reply
- 2
Draft replies
Each reply cites its sources.
Your team · Approves each reply
- 3
Answer routine questions
On topics you approve.
Your team · Approves refunds
- 4
Follow up
Agents confirm the fix.
Your team · Reviews trends
Customer data, with clear boundaries.
Read about our securityScoped access at every tier
Front-line agents see the payment record, and escalation agents can also read logs and code. Each sees only what the requesting role may, and never another customer’s data.
Sensitive data stays private
Card numbers, account numbers, and SSNs are masked before any prompt, log, or reply. For the most sensitive work, run open-weight models inside your network.
Your cloud, your models
Run agents in your own AWS, GCP, or Azure account, or self-host the platform. SOC 2 audited, and we never train on your data.
Supporting customers: common questions
01Do we need to replace our help desk?
02How is this different from a support chatbot?
03Can agents reply to customers on their own?
04How do agents escalate?
05How do we keep one customer’s data separate from another’s?
06What should a pilot look like?
Start with your most common question.
See agents answer a “where’s my money” ticket, hand engineering an escalation with the evidence attached, and draft a client update, each ready for your team’s review.