1
Intake
Connectors poll or receive webhooks from Zendesk, Intercom, Slack, Linear, Sentry, and PagerDuty.
2
Load
Raw payloads are ingested into Spine Fabric with source metadata and ingestion timestamps.
3
Normalize
Event payloads are mapped to common shapes: ticket, customer, incident, error, message.
4
Schema Mapping
Fields are aligned to the unified entity model. Unknown fields trigger Discovery for schema updates.
5
Context Assembly
Related entities are joined by account, time window, tags, and link structures.
6
Projection
The assembled context is rendered into views: Ticket Queue, Escalations, Active Incidents, SLA Dashboard.
7
OODA
Agents observe changes, orient them against rules, decide next states, and propose actions.
8
Governance
Every proposed action is checked against capability policies, authorization scopes, and approval rules.
9
Execution
Approved capabilities run, emitting receipts and updating source systems.
10
State Update
Spine internal state and source systems are synchronized. New events trigger the next cycle.