Using the Escalation Chat Assistant
Every escalation case in Waypoint includes an AI chat assistant called Chip. You can ask Chip questions about any case and get instant, evidence-backed answers drawn from case data, support conversations, and linked documents.
Where to Find the Chat
The chat panel appears on the right side of any case detail view. It is available from every tab — Report, Timeline, Post Mortem, Analysis, and Resources — so you can ask questions without leaving your current context.
The Chip chat panel on the right side of a case, showing an AI-generated response with source citations.
What to Ask Chip
Chip is designed to answer questions about the specific case you are viewing. Here are some effective question types:
| Question Type | Example |
|---|---|
| Root cause | "What caused this issue?" |
| History | "Has this happened before?" |
| Patterns | "Are there similar cases?" |
| Next steps | "What should we do next?" |
| Context | "What do the support conversations say?" |
| Comparison | "How does this compare to case IS-311?" |
Understanding Chip's Responses
Chip provides structured answers that include:
- Source citations — References to specific data points, case IDs, and conversation excerpts so you can verify the information
- Actionable recommendations — Concrete next steps based on the analysis
- Related references — The Resources panel below the chat shows linked materials
⚠️ Important: Chip's responses are AI-generated. Always verify critical findings against source data before taking action on production systems.
Providing Feedback
Use the thumbs up and thumbs down buttons on any Chip response:
- Thumbs up — Reinforces helpful responses, improving future accuracy
- Thumbs down — Flags unhelpful responses for review and model improvement
Your feedback directly helps improve Chip's analysis quality over time.
Tips for Better Results
- Ask specific questions rather than general ones — "What caused the login timeout in IS-322?" works better than "What went wrong?"
- Reference specific timeframes — "Were there similar cases last week?" narrows the search
- Follow up on Chip's suggestions with additional questions to drill deeper
- Combine AI and human expertise — Use Chip's analysis as a starting point, then apply your domain knowledge
📚 Related Articles
- Working with Escalation Cases — Complete guide to all case tabs
- Getting Started with Deep Research — Use AI research beyond individual cases
- Quick Start: Your First Escalation — Walk through the basic workflow
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