Gleap AI agents can use incident.io through Composio, for teams that run incident response in incident.io while customers write in through Gleap during an outage. A custom agent can tell support which incident is live and what responders last said, and add the customer side to the incident.
What a Gleap agent can do in incident.io
- Is there a live incident: List Incidents V2 shows open incidents with their status and severity, so support can link a wave of Gleap tickets to the right one.
- What responders said last: List Incident Updates V2 returns the updates posted on the incident, which a teammate can turn into a customer reply.
- Customer impact on the incident: Edit Incident V2 can fill a custom field with the number of related Gleap reports, so responders see how many customers are affected.
- Follow-ups that customers wait for: List Follow-ups V2 shows the post-incident follow-ups, such as the fix for a bug customers reported.
Example: support during an outage
During a payments outage, dozens of customers write in through the Gleap widget. A teammate asks the agent on one of the tickets for the current state. The agent finds the live incident in incident.io, summarizes the latest update and adds the count of related Gleap tickets to the incident’s customer impact field. The teammate writes one reply for all affected customers, and the incident lead decides when to call it resolved.
How to connect incident.io
- In Gleap, open AI & Automation, then Agents, and select the custom agent that should use incident.io, or click Create agent.
- Under Tools, click Add tool, search for “incident.io” and select it.
- Enter your incident.io API key and any other details the form asks for, then click Connect incident.io.
- Open the incident.io tool and switch off every action the agent should not use, such as Create Incident V2 and the alert, schedule, workflow and catalog changes.
- Publish the agent and test it in chat before you turn on a trigger.
Custom agents are on the Team, Pro and Enterprise plans. Kai Support can use connected apps as tools on Team, Pro and Enterprise.
FAQ
Does Gleap integrate with incident.io?
Yes. Gleap AI agents use incident.io through Composio’s incident.io toolkit, authenticated with an API key. The agent reads and edits incidents while it runs; Gleap does not receive incident.io alerts automatically.
What can a Gleap AI agent do in incident.io?
It can list and edit incidents, read updates, follow-ups, alerts, roles, schedules, status pages and the catalog, create incidents, and manage alert routes, escalations, custom fields and workflows. Most of that belongs to your incident tooling setup, so give a support agent read access and one or two edit actions.
Which Gleap plan includes the incident.io integration?
Custom agents that use incident.io are part of the Team, Pro and Enterprise plans, and Kai Support can use connected apps as tools in its customer conversations on Team, Pro and Enterprise. incident.io API keys carry their own permissions, so create one that fits the agent’s job. AI usage is billed separately; see pricing.
Can the agent declare an incident from customer reports?
The toolkit can, through Create Incident V2, but declaring an incident can page people and start your process. Let the agent summarize the reports and let a teammate decide, then declare it in incident.io.
