Quick Start: Your First Escalation

When a support issue needs deeper investigation, it becomes an escalation case in Waypoint. Cases are tracked, analyzed by AI, and resolved through a structured workflow. This guide walks you through opening and working with your first case.

Finding Your Cases

Navigate to Cases & Escalations in the left sidebar. The escalation dashboard shows all cases with status indicators, performance metrics, and filtering tools.

Use the Status filter to find cases that need your attention:

• New — Recently created, not yet analyzed by AI
• Analyzed — AI analysis is complete, awaiting human review
• Escalated — Sent to the engineering team for investigation
• Resolved — Issue has been addressed and closed

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Opening a Case

Click any case row to open the detail view. You will see the case header with its ID (e.g., IS-322), current status badge, and the AI's recurrence theory if the case matches patterns from other cases.

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Talking to Chip (the AI Assistant)

Every case includes a chat panel on the right side where you can interact with Chip, Waypoint's AI assistant:

• Ask about the case: "What is the root cause?" or "Has this happened before?"
• Get recommendations: "What should we do next?"
• Explore context: "What do the support conversations say about this issue?"

Chip responds with source-cited analysis, referencing specific data points from the case. Use the thumbs up/down buttons to provide feedback on response quality — this helps improve the AI over time.

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Exploring the Case Tabs

Each case has multiple tabs for different aspects of the investigation:

Tab	What You'll Find
Report	AI-generated root cause analysis with structured findings and recommendations
Timeline	Chronological history of all events — status changes, comments, policy labels, automated triggers
Post Mortem	AI-generated incident summary with sections for Summary, Response, and Blameless Root Cause (available after resolution)
Analysis	Support and Engineering runbooks with checklists, suggested routing, and similar/reoccurring case matching
Resources	Linked Jira tickets, external references, and related documents

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🚀 Next Steps

• Explore the other tabs to understand the full case lifecycle
• Try asking Chip a question about one of your cases
• Check the Analysis tab for runbook suggestions and similar cases

Related Articles

• Escalation Dashboard Overview — Detailed guide to filtering and searching cases
• Working with Escalation Cases — Comprehensive reference for all case tabs
• Using the Escalation Chat Assistant — Tips for getting the best results from Chip