Welcome to Waypoint — Platform Overview

Waypoint is an AI-powered platform that helps your team manage support escalations, investigate customer issues, and maintain compliance policies — all in one place. Whether you are a support team lead, an engineering manager, or a product stakeholder, Waypoint provides the tools you need to resolve issues faster and spot trends before they become problems.

What You Can Do with Waypoint

Investigate with Deep Research

Ask questions about your support data in natural language and get AI-powered answers backed by evidence. Deep Research analyzes your escalation cases, support conversations, and linked documents to deliver structured reports with citations you can verify.

Manage Escalation Cases

Track, analyze, and resolve customer escalations with AI assistance. Every case gets an AI-generated analysis including root cause identification, runbooks for your support and engineering teams, and automatic pattern matching against similar cases.

See the Big Picture on Your Dashboard

Your Dashboard provides a visual overview of all escalation cases using a treemap visualization. Spot trends at a glance, monitor key metrics like Time to Resolve and Mean Handoffs, and drill down into specific case categories with a single click.

Define Policies

Create classification rules that automatically categorize and route your escalation cases. Policies use AI to apply labels based on your guidance text, and auto-trigger rules ensure cases are classified the moment they enter the system.

Connect Your Tools

Integrate Waypoint with the tools your team already uses — Jira, Notion, Slack, Zendesk, GitHub, and Salesforce. Connections enable automated workflows, bi-directional data sync, and pipeline actions that reduce manual work.

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Navigating Waypoint

After logging in, you will see the left sidebar navigation with these main areas:

• Dashboard — Visual overview of case trends and metrics (your default landing page)
• Deep Research — AI-powered investigation and analysis tool
• Cases & Escalations — Full case management with AI analysis
• Scheduled Research — Automated recurring research queries
• Policy — Classification rules and auto-trigger configuration
• Documents — Reference material repository for policies and research
• Members — Team management and user profiles
• Integrations — Connect external tools like Jira, Slack, and Zendesk

Administrators also have access to additional sections for pipelines, roles, and system configuration.

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🚀 Next Steps

• Getting Started with Deep Research — Run your first AI-powered investigation
• Your Dashboard at a Glance — Understand your dashboard visualization
• Quick Start: Your First Escalation — Walk through the escalation workflow