Enclessa runs an incident inside a single channel: monitoring posts into it over an incoming webhook, the video call starts from the room rather than from a separate invitation, decisions are pinned as they are taken, and the work that follows becomes cards linked back to the messages that caused them. Because the alert, the conversation and the call all happen in one room, the channel is the timeline afterwards, and the postmortem is written by reading it rather than by reconstructing it from four products.
Open betaThe platform is being built in the open, so parts of it are not there yet, behaviour changes between releases, and no availability figure is committed while it is in beta. What is still being built.
Something is broken and several people need to work on it at once, at an hour when nobody is at their best. The work is mostly coordination: establishing what is happening, deciding who is doing what, and recording enough that the same failure is cheaper the second time. The technical fix is often the short part.
Monitoring emails a distribution list, somebody sees it, somebody else asks about it in chat, and for the first ten minutes the most valuable activity is establishing that everybody is talking about the same event.
The important decision is made out loud on a call that nothing recorded and that half the responders joined late. What is written down afterwards is whatever the person with the best memory remembers.
A postmortem written from a chat log, a ticket, a calendar entry and somebody’s terminal scrollback is mostly archaeology, and the parts that are hardest to reconstruct are exactly the parts worth learning from.
Three actions come out of the review and become tickets in another product, where they are read by people who never saw the incident and quietly deprioritised because nothing on the ticket explains why it mattered.
Make a channel in the team that owns the service and set its mode to managed, so the room is searchable, exportable and reachable by automation. Anyone who may manage that channel can create an incoming webhook for it, which returns a URL and a secret to put into your monitoring, your deployment pipeline or your status page.
Monitoring posts into the channel through the webhook, authored by a bot account that is a visible member of the room. The post carries whatever your alert payload carries — title, link, fields — flattened into readable text, so the first message of the incident is the alert itself rather than somebody’s paraphrase of it.
Type /call, or start it from the channel. Everybody already in the room can join without an invitation, screen sharing is there for the person who needs to show what they are seeing, and a lobby and host controls exist for the moment somebody senior needs to join a call that has become crowded.
Post each decision as it is taken and pin it. Use threads for the side investigations so the main channel stays a narrative rather than four conversations interleaved, and use a permalink when you need to point somebody at the exact moment something changed.
Create the follow-up work as cards on the team’s board directly from the messages that produced them. Each card keeps a link back to the channel and the message, so the person who picks it up three weeks later can read the reason rather than guess at it.
Search the channel by time, by author or by phrase, export what you need, and write the postmortem from a single ordered record. Nothing has to be correlated across products, because nothing happened outside the room.
The channel, the threads and the call are on every plan, including Free. Incoming webhooks, bot accounts and task boards are on the Team plan and above, so an incident channel where humans coordinate works from day one, and the alerting and follow-up half arrives when you move up. Prices and plan contents are on the pricing page.
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