Use Case

Support triage with Slack context that stays operational.

These pages exist for real buying and rollout decisions, not generic demo traffic. Each one states the pain, the workflow, the outputs, the commercial fit, and the self-host versus Cloud tradeoff explicitly.

Pain

Important support context is scattered across Slack threads, handoffs, and DMs. The cost is slow escalation and operator time spent reconstructing what already happened.

Workflow

Define a support_inbox workflow profile with your support channels and priority customers. The AI brain returns structured JSON: open_threads, ack_lag, owner_gaps, escalations, next_actions.

Signals this page is relevant

  • Escalation context is spread across multiple support or shared channels
  • A human operator is rewriting the same summary or handoff note repeatedly
  • Support managers need explicit action items instead of a message dump

Repeatable workflow steps

  • Define a support_inbox workflow profile (channels + priority customers + escalation patterns).
  • Run slack_catch_me_up against the profile to collapse the inbox into structured JSON.
  • Schedule the morning catch-up DM (Pro/Team — rolling out Q2 2026) so the brief lands at 8am workspace time.

Named outputs

  • Open threads with ack lag
  • Owner gaps + escalations
  • Next actions per thread
  • Workflow profile: support_inbox
  • Structured JSON return: support_inbox structured JSON: {open_threads, ack_lag, owner_gaps, escalations, next_actions}
  • Claude-first, Gemini CLI supported

What good looks like

  • Once the morning DM ships in v4.3.0 (Q2 2026), a new operator can read it and know the state of the inbox in under two minutes. Today, run slack_catch_me_up at the start of every shift for the same structured output.
  • Owners and deadlines are explicit instead of implied in chat.
  • Free tier is enough to validate the pattern before upgrading to Pro for unlimited.

Prompt starter

Use this as the initial request in Claude or Gemini CLI after the endpoint is connected.

Run slack_catch_me_up against my support_inbox profile and return the structured JSON for this morning's standup.

Anonymized example output

Summary: current state compressed for the next operator. Action items: owner + deadline when available. Decisions: commitments already made in Slack. Handoff: what the next person needs before they open the raw channel.

Plan fit

Pro is the default fit for solo support operators. Team is the fit when 2-10 people share the inbox and need synced workflow profiles plus audit log.

Self-host vs Cloud

Self-host the OSS package if you want to define support_inbox profiles locally without the AI brain. Use hosted when smart_search + catch_me_up matter more than transport ownership (scheduled morning DM is rolling out Q2 2026).

Premium fit

Pro at $9/mo is the right fit for a solo support operator running daily. Team at $49/mo flat for 5 workspaces is the fit when 2-10 people share the inbox. Ops engagement starts when the support team needs SLA, custom retention, or multi-tenant isolation.

Trust and buyer review

  • Use /status for the live hosted status contract.
  • Use the Ops engagement page for SLA, custom retention, or SOC2 questions.
  • Use the security page for buyer-facing controls, storage, and analytics disclosure.
  • Use official vs managed when the team is still deciding between Slack's official path and the managed commercial path.
Security Ops engagement Official vs managed