Chat with ECHO

ECHO is sureops’s organization-level AI assistant. You can ask it questions about incidents, problem records, system health, and your operational history — all in plain language.

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How to open ECHO chat

The fastest way to reach ECHO from anywhere in the app is the floating ECHO orb — click it to open a compact chat window without leaving the page you’re on. You can also open the collapsible ECHO section in the sidebar and click New Chat (or Start Chat, if you have no threads yet) for the dedicated, fullscreen Chat page. Two keyboard shortcuts work globally, from most pages:

• Cmd+J / Ctrl+J — toggle the compact chat window open or closed
• Cmd+Shift+J / Ctrl+Shift+J — expand straight to the fullscreen Chat page

Both shortcuts are inert on the /chat page itself and on /onboarding pages. Cmd+N / Ctrl+N also starts a new thread, but only while you’re already on the Chat page or already have the compact window open — it isn’t a global “from anywhere” shortcut. Each conversation is a separate thread. Previous threads are accessible from the chat history on the left side of the Chat page, and the 4 most recent threads also appear as quick-access tabs in the compact floating window.

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What ECHO knows

ECHO has access to your organization’s operational data through a set of read-only lookup tools covering:

• Incidents — active, related, and historical, with full detail
• Problem records, their RCAs, and action items
• Pending approvals
• Dashboard/system health metrics
• Recent agent activity (a rolling recent-activity window)
• Your knowledge base and runbooks — runbook matches come back as clickable citations to the source

This means you can ask questions like:

• “What P1 incidents have we had recently?”
• “How many times has cart-service been involved in an incident?”
• “What is the status of the memory leak problem in payment-service?”
• “What was the root cause of the last incident in checkout-service?”

ECHO answers from your real data — it does not make things up or summarize from memory. If it cannot find an answer, it says so.

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Suggested questions

When you start a new thread, ECHO offers a fixed set of suggestion chips to help you get started: “What’s the status of active incidents?”, “Summarize today’s problems”, “Show me performance metrics”, and “Run quick diagnostics.” These are the same four chips every time — they aren’t tailored to your current incidents or environment.

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ECHO vs SAGE

sureops has two AI chat assistants with different scopes: Use ECHO for questions that span multiple incidents or require a broader view. Use SAGE when you’re working an active incident or problem and need to interrogate the agent’s reasoning in real time. To open SAGE, click the SAGE button in the action cluster at the top of the Incident Hub or Problem detail page.

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Starting and managing threads

• New thread — click the + button at the top of the chat sidebar, or press Cmd+N / Ctrl+N while chat is already open
• Switch threads — click any previous thread in the sidebar to resume it
• Thread title — threads are automatically titled based on the first message you send

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What ECHO cannot do

ECHO is a read-only assistant for your operational data. It cannot:

• Approve or reject HITL actions (use the Incident Hub for that)
• Create or close incidents
• Modify your settings or configuration
• Trigger any automated actions

If you need to act on something ECHO surfaces — for example, approving a recommendation ECHO reminded you about — navigate to the relevant incident directly.

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Response quality tips

For the best answers:

• Name the service — “incidents involving checkout-service” narrows results significantly
• Ask follow-up questions — ECHO maintains thread context, so you can ask “what about the previous one?” after getting a list of incidents
• Keep recency questions relative — ECHO’s recent-activity lookup works off a rolling window rather than an arbitrary date range, so “what’s happened recently” works better than pinning an exact custom date range