Incident Communications Drafter

When an incident hits, the clock starts on communication - but the people fixing it are the same people who should be writing the customer status update, the note to leadership, and the next-update ETA, and under pressure those messages go out late, sound alarming, or leak detail that shouldn't be public. This assistant takes the incident details - what's affected, the impact, and the current status - and drafts a calm, public-safe customer update, a more candid internal stakeholder note, and the next steps with an ETA, and it sets a severity so everyone reads the situation the same way. You get consistent, on-tone incident communication in seconds, reviewed before anything is posted, so responders stay focused on the fix instead of wording the announcement.

Category: IT

How it works

1. An incident is declared and its details - affected service, customer impact, and current status - are handed to the assistant, pasted in or captured from your incident channel.
2. The assistant assesses the impact and sets a severity, so responders and stakeholders read the situation the same way.
3. It drafts for two audiences at once - a calm, public-safe customer status update and a candid internal stakeholder note - plus the next steps and an ETA for the following update.
4. You review and adjust every draft before it is posted to a status page, sent to customers, or shared with leadership - nothing goes out on its own.

Key benefits

• Cut the lag between an incident starting and the first clear update going out
• Keep customer messaging calm and public-safe while internal notes stay candid
• Set a consistent severity so responders and leadership read impact the same way
• Free responders to focus on the fix instead of wording the announcement

Use cases

• SRE, DevOps, and on-call engineering teams running incident response
• Support and customer-success leaders who own the customer-facing status update
• IT and operations teams managing service degradations and outages
• Startup founders and small teams without a dedicated incident commander

Good to know

No external connection - your incident details stay in your workspace. The assistant drafts the severity, the customer update, the internal note, and the next steps, but you review and adjust every draft before anything is posted to a status page, sent to customers, or shared with leadership. It speeds and structures your incident communication; it does not decide severity or send anything on its own.

Frequently asked questions

Does this assistant automatically send status updates to customers?

No, it only drafts the updates. You review and adjust every message before it is posted to a status page, sent to customers, or shared with leadership.

How does it set the severity of an incident?

It assesses the impact based on the incident details you provide (affected service, customer impact, status) and drafts a severity level so everyone reads the situation the same way.

Which apps does it connect to for pulling incident details?

It does not connect to any external apps. You paste or type the incident details directly into the assistant from your incident channel or workspace.

Can I customize the tone of the customer update it drafts?

Yes, you review and adjust every draft before it goes out, so you can modify the tone or content to match your brand's voice.

Is it free to try this incident communications assistant?

The assistant is part of the Gaia platform, so you can try it within your workspace's free tier or trial; check your Gaia plan for specific limits.