New in Escalation Shield: Automation triggers that act before issues become problems

Today we're launching automation triggers for Escalation Shield. When Enterpret detects an escalation, it can trigger an Enterpret Agent automation that does the work in your tools, with the customer context attached.

Escalation Shield watches your support and social conversations and flags the ones turning urgent, emotionally charged, or tied to a high value account. Until now it told you, and the rest was yours to do.

Now the detection can trigger the work. Enterpret Agent reads the interaction and the account behind it, gathers the evidence, and carries out the action you set up. You configure it once, and it runs on every escalation that matches your filters. Issues get handled in real time instead of waiting days, or weeks, for someone to notice and start.

What you can trigger

• A Linear or Jira issue, filed with the customer's words, the record, and the account linked.
• A Zendesk or Intercom conversation, tagged and prioritized, with an internal note holding the evidence and a drafted reply.
• One Slack alert, in the customer's own language.
• A PagerDuty page for the escalations that warrant one.
• A webhook to anything else your team runs.

Every run is a session you can open, so you can see exactly what the agent read and what it did.

The context comes with it

The reason this works is what Enterpret brings to the action. We read every conversation your customers have, which is how we know what normal looks like for an account and recognize when this is not it. That understanding travels with the work.

Engineering does not get "customer unhappy." It gets the customer's own words, the other conversations on the same theme, the account, and what is at stake with it, all sitting in the issue. That saves the hour of investigation that used to come before the fix, and it matters more than it used to, because the thing picking up the issue is increasingly a coding agent, and an agent can only act on the context in front of it.

This is the first working piece of what we call self-improving customer loops. Enterpret detects the problem, triggers the work in the systems that resolve it, and keeps the exchange attached to the record and the theme, so the next escalation on that theme arrives with the history behind it. The loop does not confirm the fix. A person still owns that call, and now they make it on work that is already done.

Why we built it

Escalation Shield is one of the two detections our customers run most, and it ended at a message. Someone had to read the alert, open the conversation, rebuild the account history, decide who needed to know, and file the ticket. That gap is where escalations grow, and on a Friday evening there was nobody in it.

Customers told us by routing around us. One configured Escalation Shield and then built their own Zendesk glue on top of our webhook. Another asked for the same output in Zendesk. Our own feedback said it plainly: detection without work dies in Slack.

If you already use Escalation Shield

Your filters, destinations, and existing Slack or webhook setup stay as they are. The change is backward compatible and your current configurations keep running. What moves is the action, onto Enterpret Agent, which is where the inspectable session and the wider set of destinations come from. Migration happens in batches, not all at once. Visit our help center for more details.

Get started

Escalation Shield automation triggers are live today for customers running Escalation Shield. Set one up from the Automations page.

If you are not using Enterpret yet, request a demo and we will show you the whole loop: the detection, the agent session, and the work landing in your tools.

Detect and fix issues before they cost your business.