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

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How to open ECHO chat

Navigate to Chat in the sidebar, or use the keyboard shortcut Cmd+N (Mac) / Ctrl+N (Windows) to start a new conversation from anywhere in the app. Each conversation is a separate thread. Previous threads are accessible from the chat history on the left side of the Chat page.

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What ECHO knows

ECHO has access to your organization’s full operational context:
  • All incidents (open and historical) across your environments
  • Problem records and their RCAs
  • Agent activity and approval history
  • Your service catalog and landscape graph
  • System health KPIs
This means you can ask questions like:
  • “What P1 incidents have we had in the last 30 days?”
  • “How many times has cart-service been involved in an incident this quarter?”
  • “What is the status of the memory leak problem in payment-service?”
  • “Which services have the highest incident rate?”
  • “What was the root cause of the incident on April 14?”
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 suggestion chips to help you get started. These are context-aware based on what is currently happening in your environment — during an active P1 incident, for example, you might see a chip like “What’s the current status of incident #47?”

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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 are working an active incident and need to interrogate the agent’s reasoning in real time. To open SAGE on an incident, click the SAGE button in the Collaboration Bar at the bottom of the Incident Hub 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
  • 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:
  • Be specific about time ranges — “incidents last week” is better than “recent incidents”
  • 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 one on May 3rd?” after getting a list of incidents

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Keyboard shortcut

On the Chat page, pressing Cmd+N (Mac) or Ctrl+N (Windows) starts a new thread immediately, even while you are typing in the current one. This is the fastest way to switch context mid-session.