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The Support agent layer includes Twin as your personal operator and a set of domain-specific agents that coordinate triage, incidents, and knowledge. Core agents (Discovery, Triage, Schema) are shared across domains and adapt to Support signals.

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Twin

Your personal AI operator in the Support domain. Twin assembles context per ticket, drafts replies, proposes escalations, and routes tasks to specialized agents. It remembers your preferences and past actions across sessions.

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Core Agents

  • Discovery: Maps new ticket types, custom fields, and unknown schema elements from Zendesk or Intercom into the unified model.
  • Triage: Reads incoming tickets, applies classification rules, and suggests priority, assignment, and routing decisions.
  • Schema: Maintains the entity model for Support and updates mappings when source tools change their data shape.

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Domain Agents

  • Incident Response: Activates during incident declaration, coordinates on-call paging via PagerDuty, tracks status, and assembles a timeline.
  • Knowledge Agent: Suggests relevant articles, identifies gaps where no article exists, and drafts new knowledge for review.
  • Escalation Agent: Evaluates SLA risk and patterns, then suggests or auto-creates engineering issues in Jira or Linear with full context.