Detect and coordinate support incidents

Incident Center groups recent conversations by recurring support issue so managers can see a spike before it becomes a larger operational problem.

Detect an incident

Select Scan recent conversations. klaxify compares the last seven days of tenant conversations and creates an incident when at least three cases share a category. Detection is deterministic, tenant scoped, and has no model-provider cost.

Each incident includes the affected conversation cohort, recent volume, a working comparison baseline, severity, and an internal coordinated-response draft.

Coordinate safely

• Open affected conversations without losing the incident view.
• Pause related tenant procedures while the issue is investigated.
• Edit the coordinated-response draft. Saving it does not contact customers.
• Move the incident from Investigating to Monitoring, then Resolved.

Incident controls do not send messages or perform commerce actions. Customer communication and order changes still use their normal tenant workflows, validation, permissions, approval rules, and audit history.