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Your AI Customer
Support Engineer

Waypoint AI triages, deflects, routes & generates postmortems for technical escalations.

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Waypoint helps us with research and information gathering, so that our support team can provide faster and more in depth responses to our customers and streamline escalations to the Engineering teams.

— Camilo Sierra, EMEA Support Manager at ClickHouse

ClickHouse Logo

Surfaces Deflection & Resolution paths.

  • Draws from past escalations, discussions & documentation
  • Identifies & closes duplicate issues
  • Recommends routing & priority
Support
Engineering

Runbook

1. Review Frontend Logs and Error Monitoring Tools

Resource

#Team-Engineering

2. Trace API Calls from Frontend (Network tab or proxy log)

Resource

#Escalation-API

3. Validate Feature Flag Rollouts or A/B Experiments

Resource

Feature-Flag Incident

1. Collect Missing Data:
How much memory is allocated to this process?

Source

#Team-Support

2. Share Steps to Reset Configuration:
This document explains steps that have helped 5 other clients resolve the reported error by resetting configurations.

Source

Postmortem of #1824: Config Reset

3. Verify: Potential Duplicate of JIRA-2414
Current Behavior
Expected Behavior
Steps to Reproduce

Creates & updates Escalation Reports.

  • Converts support cases to escalations with 1 click
  • Embeds in & updates support & engineering tools
  • Dynamically adapts to new information

Logs Timeline events in realtime across all systems.

  • Tags handoffs, customer touchpoints & more
  • Tracks escalation time spent waiting on support & engineering
  • Listens to support, engineering & chat tools
Waypoint AI Timeline & Metrics
Template: High Severity
Root Cause
Learnings
Missing fallback for API timeouts or partial loads
Recent feature flag rollout caused edge-case failures

Runs Postmortems on every escalation.

  • Extracts actions, insights & learnings from Timeline
  • Fills your preferred Postmortem template
  • Tags root causes & themes

Support

Triages, deflects, and escalates with full context so agents close tickets before they snowball.

Engineering

Accelerates investigation by surfacing remediation paths & root cause clues. Generates postmortems with timelines extracted from connected sources.

Leaders

Reports metrics, insights & action items from all escalations.

Product

Spots patterns in escalations, assesses impact & prioritizes fixes that move key metrics.

Revenue

Enforces iron-clad SLAs & calculates real-time escalation metrics to build trust & close deals faster.

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protect engineering productivity

Learn how fast-growing software companies & industry leaders delight customers while minimizing time lost to customer-reported bugs.

Ready to resolve bugs before they become emergencies?

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  • Onboard within 48 hours

  • Forward-Deployed Engineers adapt Waypoint AI to your needs

Waypoint AI Escalation Dashboard