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What is @incident?

You can tag @incident in any incident channel in Slack, or chat via the incident dashboard, to draft updates, create follow-ups, pause incidents and more. Essentially, any action you currently do via a command, you can do with @incident instead. @incident can also answer questions about the incident you’re in, connected alerts, and attachments.

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Examples to get started

Handle incident admin You can ask @incident to handle anything you’d do as a responder during an incident. That means pausing, renaming, declining, or keeping your incident up to date with changes.
  • @incident pause this till monday
  • @incident rename this to reflect that it was a misconfiguration problem
  • @incident can you decline this and create a follow up to stop it paging?
Draft updates across stakeholders Draft rich updates for different scenarios with @incident. You don’t have to be prescriptive about what to include - @incident will use the information available in the channel to reflect the current situation.
  • @incident write an update describing the fix that we've implemented
  • @incident draft a customer facing message explaining the workaround described above
  • @incident write up a handover summarizing where we're at and next steps - then assign the lead to Rory
  • @incident draft an update for my status page, make it clear that the issue is resolved
Dive into your codebase You can ask questions of any of your connected repositories, to summarize code or provide more clarity.
  • @incident can you find where this function is used? I want to understand the potential impact
  • @incident can you check our timeline code - when a notification errors, do we surface it?
Query telemetry If you’ve connected any telemetry sources via AI SRE you can ask natural language questions of your logs or metrics
  • @incident show me 5 example log entries of SMS notification failures from the last 24 hours. Include any error codes, organization names, and country codes.
  • @incident look at the telemetry for web pod CPU usage during this incident to see if the >75% usage was isolated to a single pod
Answer general engineering questions: Ask @incident general engineering questions whenever you need it.
  • @incident what does 'skip locked' mean in postgres?
  • @incident can you rewrite this query to group by customer_id
  • @incident draft me a SQL query to determine how many payments are currently in 'error' state for this organization. Their ID is [ID]
Search past incidents Search across your incident history to find patterns or similar issues.
  • @incident have we seen incidents like this before?
  • @incident did we have an incident about high database CPU in February?
  • @incident what other incidents have affected ACME?

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Who can use @incident & how to enable it in your account?

  • Available to all Pro and Enterprise customers on Slack and Microsoft Teams (on the tab for the incident, or in the dashboard). It is not available for Basic, Team plan, on-call–only participants, or workspaces that opted out of AI features/required sub-processors.
  • If it isn’t working for you, it’s probably because your account doesn’t have message storage enabled. You’ll need to update your message storage settings to ‘Enabled’ at Settings → Security.

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Privacy, Permissions & Data Use

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Do you train models based on our data?

No, we never train or fine tune AI models based on your data. Additionally, we have zero data retention agreements in place with the sub-processors we use to provide our AI features, including OpenAI and Anthropic. You can read more detail in our AI Privacy Guidance in our trust centre. More generally, all of the same controls outlined in our Trust Centre and Privacy Policy apply here, such as encryption.

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Do you use data from private incidents?

By default, all AI features are disabled in private incidents. Optionally, you can opt-in to AI features in private incidents in Settings → Security. This is available to all Pro and Enterprise customers.