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Incidents turn serious or recurring AI support risks into an owned queue. CraftCX creates an incident for a severe finding or a problem that recurs across conversations, so the right team member can investigate and resolve it.

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What creates an incident

CraftCX can create an incident for:
  • A recurring policy deviation
  • A high-severity finding
An incident represents the shared problem. The linked findings and conversations provide its evidence.

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Triage an incident

  1. Open the incident and read its summary, linked rule, and related conversations.
  2. Assign the incident to the team member who owns the fix.
  3. Set a due date when the work has a deadline.
  4. Set the status to Acknowledged, Needs fix, Resolved, or False positive.
CraftCX records status changes with the time and team member who made them.

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Use the incident queue

Use Unassigned to find incidents that need an owner. Use Assigned, Assigned to me, and Resolved to review work by status. An incident can be on track, at risk, or overdue based on its due date.

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FAQ

No. CraftCX creates incidents from policy findings and quality signals.
A finding records a policy deviation in one conversation. An incident records a severe finding or a problem that recurs across conversations.
CraftCX keeps the incident in the Resolved view for your records. A later occurrence can create a new incident.

Policy monitoring

Review the policy findings that can create incidents.

Notifications

Send incident alerts to your team.