CUSTOMER SUPPORT
Agent-written tier-2 brief from logs, errors, and history
On escalation request, a CEO agent reads the support thread, queries Sentry and Datadog for related errors.
How it runs
The automated pipeline, trigger to output.
- TriggerEscalation request submitted via CEO chat
- ActionQuery Sentry for matching exceptionsSentry
- ActionQuery Datadog for anomalies in the time windowDatadog
- LogicAgent reasons over evidence to form hypotheses
- OutputPost synthesized tier-2 brief to engineering SlackSlack
What it does
Uses an agent to do the investigative legwork a senior support engineer would do before escalating. It reads the conversation, correlates it with recent Sentry errors and Datadog signals, and produces a reasoned brief, not just a data dump, so tier-2 gets a hypothesis instead of raw logs.
When to use it
Use it when escalations need real triage judgment, such as ambiguous bugs where the value is in connecting the customer report to observable system behavior. Best for teams who want analysis, not just context forwarding.
How it works
- 1A support agent submits an escalation via chat to the CEO, providing the conversation ID.
- 2The agent retrieves the full thread and extracts the error signature, timestamps, and affected account.
- 3It queries Sentry for matching exceptions and Datadog for anomalies in that window.
- 4The agent reasons over the evidence to form likely root-cause hypotheses and confidence.
- 5It composes a structured tier-2 brief: symptom, evidence, hypotheses, suggested next steps.
- 6The brief is delivered to the engineering Slack channel with linked Sentry and Datadog references.
Set it up
What you configure once, before turning it on.
- 1Connect SentryErrors, performance, releases.
- 2Connect DatadogMetrics, traces, log search.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
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