Customers told what is happening
before they open a ticket to ask
During an outage, the engineering team is heads down fixing it, and the status page sits stale or unupdated, so customers start filing support tickets asking what everyone already knows: something is broken. We build an agent that drafts a clear, honest incident update as the situation develops, posts it to your status page, and keeps customers informed without pulling an engineer away from the fix.
The process today
An incident starts, and the team’s full attention goes to understanding and fixing it, which is the right priority, but it means the status page update is whatever gets squeezed in between debugging steps, if it gets updated at all. Customers checking the status page during an outage often find it still showing “all systems operational” ten minutes after things broke, or a single terse line that never gets followed up as the situation develops.
The second cost is support volume. Every customer who cannot tell from the status page whether an issue is already known ends up filing a ticket to ask, which adds load to the support team at exactly the moment they are also likely getting overwhelmed by the same incident from a different angle, and that load pulls attention further away from actually fixing the problem.
The third is the resolution update that never comes. An incident gets fixed, everyone moves on to the postmortem and the next task, and the status page is left showing “investigating” or “partial outage” long after things are actually fine, which erodes trust in the status page as a reliable source for the next incident.
What the agent does
The moment an incident is detected, through your existing monitoring and alerting, the agent drafts a clear, customer-facing update: what is affected, scoped to the actual services involved so customers whose service was unaffected are not alarmed unnecessarily, and what is known so far, written in plain language rather than internal technical shorthand. That first update can post automatically or wait for a one-click approval, depending on how much autonomy your team wants to give it. As the incident continues, scheduled follow-up updates keep customers informed at a sensible cadence without anyone having to remember to post one.
Once monitoring confirms the issue has actually cleared, not just that an engineer believes it has, a resolution update posts automatically, closing the loop. Subscriber notifications go out through whatever channels your status page tool supports, email, SMS, or a webhook into your own notification system. After the incident, the agent drafts a post-incident summary for the public record, ready for a person to review, add any detail that should not be shared publicly removed, and publish. Typical integrations: Statuspage.io, Instatus, or a custom status page, tied to your existing monitoring and alerting stack.
What stays with humans
Deciding exactly what level of detail is appropriate to share publicly, especially for an incident involving a security issue or a third-party vendor failure, is a judgment call your team makes; the agent drafts based on known facts and respects a reviewed approval step for anything sensitive. The actual fix, and the decision that an incident is truly resolved rather than just quiet for now, remain engineering calls; the agent posts the resolution update once your monitoring confirms it, not before.
Guards
Every draft, posted update and resolution note is logged, so the full communication history of an incident is available for the postmortem. Updates involving a security incident or anything legally sensitive are routed through mandatory human approval regardless of the autonomy setting for routine incidents. A kill switch pauses automatic posting in one message if a draft looks off, reverting to fully manual status page updates without losing the incident detection and drafting underneath.
Price and timeline
| Option | Price | What it covers | Timeline |
|---|---|---|---|
| Single automation | from $600 | One service and status page, drafted updates, resolution posting | 4 to 8 days |
| Department package | from $1,700 | Status page automation plus incident runbook execution and on-call summary reports | 2 to 3 weeks |
Running cost is usually $10 to $25 a month in model usage depending on incident frequency.
Related
This pairs well with incident runbooks executed by agents for the engineering side of the same incident, and with the existing uptime monitoring automation for the detection that triggers it. For the wrap-up after things are calm again, see on-call summary reports. Full package details are on the AI agents service page and the automation-everything overview; for infrastructure where clear incident communication matters, see the secure infrastructure case study and the ProBay AI agent team case study.
Tired of support tickets asking about an outage your team already knows about? Get in touch and we will connect this to your monitoring.
Tired of doing this by hand? We can take the whole routine off your team, not just this step: Routine takeover, from $400 →
FAQ
How is this different from the uptime monitoring automation in your catalogue?
Uptime monitoring detects and alerts your team that something is wrong. This automation handles the other half: telling your customers what is happening in clear language while your team focuses on the fix, and closing the loop once it is resolved.
How much does status page automation cost?
From $600 for one service and status page, live in 4 to 8 days. Multiple services with scoped, affected-only notifications usually run $1,000 to $1,600.
Does it post updates without anyone reviewing them?
The first draft and scheduled follow-ups are generated automatically and can post directly for routine, already-detected incidents, or require a one-click approval before posting, your choice. Either way every draft is logged and editable before it goes out if you want that extra check.
Which status page tools does this work with?
Statuspage.io, Cachet, Instatus, or a custom status page, through their API or a webhook-based posting mechanism.
What if the incident resolves itself before anyone writes an update?
The resolution update still posts, confirming the issue cleared and summarizing what happened, so customers are not left with a stale "investigating" message days after the problem actually went away.