Human to Human
- Handoffs: When a ticket transfers between teams, Spine carries full context: history, Twin proposals, and open escalations. The next assignee starts with everything visible.
- Escalation Notes: Engineers and support staff leave linked notes across Jira or Slack that appear in the Support workbench as part of the entity projection.
- Shift Change: On-call responders inherit current incident status, active escalations, and pending approvals through Continuity.
Human to Twin
- Natural Language Instructions: You override Twin proposals with a typed command, such as “draft a different reply focusing on downtime.”
- Approval and Rejection: Approve or reject Twin drafts, escalation suggestions, and knowledge article proposals before execution.
Twin to Agent
- Delegation Messages: Twin sends structured tasks to Incident Response, Escalation, or Knowledge agents with entity context and expected outputs.
- Status Updates: Agents return progress and outcomes to Twin, which updates the workbench and notifies you if action is needed.
Agent to Agent
- Discovery to Schema: When Discovery identifies a new custom field in Zendesk, it instructs Schema to update the entity model mapping.
- Triage to Escalation: If Triage detects SLA breach risk, it signals Escalation agent to prepare an engineering issue.
Agent to Tool
- PagerDuty: Incident Response pages on-call responders with severity, ticket links, and timeline.
- Jira / Linear: Escalation Agent creates issues with reproduction steps and references to original tickets.