> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support AI Flow: How Twin Reasoning Transforms Tickets

> The full AI reasoning flow in Support: observe, orient, assemble context, reason, discover, delegate, collaborate, decide, act, and continue.

Twin follows the standard Spine AI flow and adapts it to support-specific signals. Every step increases context quality and narrows the space of possible actions until a capability is executed or a decision is handed to a human.

<Steps>
  <Step title="Observe">
    Twin monitors streams of new tickets, status changes, SLA alerts, and incident pages arriving from connected tools.
  </Step>

  <Step title="Orient">
    It maps each signal to entities (Customer, Ticket, Incident) and identifies urgency, source, and owner context.
  </Step>

  <Step title="Context Assembly">
    Twin loads related items: past tickets for this customer, linked Slack threads, knowledge articles, Sentry errors, and open Linear issues.
  </Step>

  <Step title="Reason">
    Twin evaluates classification, next action, and risk: is this a known issue? Does it breach SLA soon? Should it escalate?
  </Step>

  <Step title="Discover">
    If knowledge is missing, Twin queries for similar tickets, new documentation, or recent engineering changes that may relate.
  </Step>

  <Step title="Delegate">
    Specialized tasks are sent to domain agents: Incident Response for on-call, Knowledge for article suggestions, or Engineering for Jira creation.
  </Step>

  <Step title="Collaborate">
    Twin exchanges context with agents, Slack bots, and on-call systems to keep every participant aligned.
  </Step>

  <Step title="Decide">
    A recommendation is surfaced: draft reply, change status, escalate, link knowledge, or schedule follow-up.
  </Step>

  <Step title="Act">
    You approve or override. Spine executes the capability, writes to the source system, and generates a receipt.
  </Step>

  <Step title="Continue">
    Context persists for the next ticket, next session, or next responder who picks up the queue.
  </Step>
</Steps>

## Related

* [AI Workbench](/internal-docs/domains/support/ai-workbench)
* [Agents](/internal-docs/domains/support/agents)
* [Execution Flow](/internal-docs/domains/support/execution-flow)
* [System Flow](/internal-docs/domains/support/system-flow)
* [Human Workbench](/internal-docs/domains/support/human-workbench)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.