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Incident Response and Rollback

Handle production issues with triage, containment, rollback, and post-incident recovery workflows.

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Audience: On-call operators and engineering leadsRead Time: 9 minUpdated: May 2026

Triage first 15 minutes

  • Classify incident scope: single channel, single flow, or platform-wide degradation.
  • Check latest deployment, prompt publish, and credential change timelines immediately.
  • Capture reproducible transcript and trace IDs for technical diagnosis.

Containment actions

  • Switch affected paths to safe fallback responses while investigation continues.
  • Disable broken integration actions rather than fully disabling all channels.
  • Escalate high-impact intents directly to human handover during outage windows.

Rollback and recovery

  • Rollback flow or prompt to last known stable version with clear owner approval.
  • Re-run smoke tests across top intents before returning full traffic.
  • Publish incident notes, root cause, and prevention actions within agreed SLA.

Operational Checklist

  • OKIncident severity and scope are documented.
  • OKContainment mode is activated for impacted journeys.
  • OKRollback target is validated before execution.
  • OKPost-incident actions are assigned and tracked.

Next Action

Apply this guide in your workspace and keep notes for your team in one shared SOP so onboarding and support remain consistent.

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