Post-Incident Follow-Up & Apology Sender

The problem this kills

The incident is finally resolved. The on-call team is exhausted, the war room is closing, and the very last thing anyone has energy for is writing a thoughtful, personalized follow-up to every affected customer. So it gets skipped - or it goes out as a generic blast that makes people feel like a ticket number, not a relationship.

That gap is where trust quietly leaks. Customers don't churn because something broke; they churn because afterward it felt like nobody cared. And when you do offer a goodwill credit, it's often tracked in someone's head or a stray Slack message - so credits get double-applied, missed entirely, or handed out against the rules.

This tool turns the messy, emotional aftermath into a calm, repeatable routine: every affected customer gets a warm, accurate follow-up, every credit follows your approval rules, and you can prove exactly who was contacted and who acknowledged it.

What you'll build

A small, private web app your support and incident teams log into. You drop in the affected-customer list, the incident summary or root-cause analysis (RCA), and any goodwill offer. The AI drafts a follow-up for each customer - what happened, what you fixed, and the specific credit if one applies - in your voice. A manager reviews and approves the wording and the credit. Only then does Resend send it. As replies and clicks come back, the tool tracks acknowledgements and marks credits as applied.

Nothing leaves the building without a human saying yes.

What's inside the Implementation Plan

• It starts by interviewing you about your business. Before any building happens, the plan has the AI agent ask you a tailored set of questions - your incident process, the systems and spreadsheets you use, how your customer records and credits are named, your typical and peak blast sizes, your exact goodwill-approval rules, and your messy edge cases. It reads a short spec back to you for a thumbs-up, then builds the tool around your answers. This is not a generic template.
• A step-by-step build, each step ending with a ready-to-paste prompt for your AI coding agent.
• The data model for incidents, affected customers, drafts, approvals, sends, and acknowledgements.
• The AI drafting step that writes per-customer follow-ups from your incident summary and tone.
• The manager approval gate for wording and credits.
• Resend wiring so sends are instant and reliable.
• Acknowledgement and credit-applied tracking, plus a full audit log.
• A "No API yet?" fallback so it's fully buildable today from a CSV or Google Sheet.

The governance it includes (this is the point)

This isn't a toy - it's built to be trusted with real customers and real money:

• Login so only your team can use it.
• Row-level security so people only ever see their own organization's incidents and customers.
• A complete audit trail - who drafted, who approved, what was sent, and when.
• A hard human-in-the-loop approval gate: the AI drafts, a manager reviews and approves the wording and the goodwill credit, and only then does anything send. Credits are tied to your goodwill-approval rules.
• Duplicate guards so the same customer can't be contacted twice for the same incident, and so anyone you've already handled personally is automatically skipped. The dedupe key is customer + incident.

Who it's for

Incident managers and customer-support teams who own the trust relationship after the outage - the people responsible for making sure affected customers leave the incident feeling cared for, not forgotten.

You've got this - paste the first prompt and let the agent interview you.