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Introducing CommsFlow™ for Context-Rich and Timely Updates to All Stakeholders

Emily Arnott

We’re so excited to announce our latest platform feature, CommsFlow™! This addition to the core Blameless product offering allows teams to keep stakeholders updated as the reliability of services and applications change. With our new automated and customizable communication flows, on-call, engineering, and business teams feel a sense of accomplishment and, of course, stay informed. 

CommsFlow Makes Incident Communication Systematic

On-call teams need uninterrupted time to troubleshoot and resolve as swiftly as possible. The added task of communicating is more than a distraction, but the business needs updates and full confidence during incident response. CommsFlow lets you have both. Before, teams had to “just trust” that they would remember to update stakeholders, CommsFlow creates communication flows in the Blameless UI that auto-trigger messages in Slack, Microsoft Teams, email, and other channels.

Director of Product for Blameless, Nicolas Phillip, took inspiration from our customers who had previously manually documented their communication flows in spreadsheets. “This was the next big thing for a lot of our customers; their most popular request,” he recalls. “Incident response success hinges a lot on how well we communicate.” Seeing examples of communication spreadsheets inspired Nicolas to design CommsFlow inside Blameless.

CommsFlow makes incident communication methodical by creating systematic “flows”. Building a “flow” in Blameless is pretty simple: you write a message, select recipients, and decide when it should go out. You can also set up triggers like time intervals or when an incident status changes. Once a flow is saved in Blameless, you’re good to go. It’ll trigger each time it’s needed, and you can  modify it for future similar incidents. Focus on resolving incidents, knowing that your communications are effectively on cruise control.

Creating a Communication Flow Trigger

We’ve Also Enhanced the Blameless Integration with PagerDuty and Statuspage

Not only does CommsFlow let you set and forget message updates, we’re also providing more context and granularity of search into which servers (for example) are affected by an incident. It’s much easier to communicate the nuances of an incident with more information using tools like PagerDuty and Statuspage. Learn more about these enhancements in our docs.

Managing Escalation in Slack via PagerDuty

The Future of CommsFlow in Giving Teams a Sense of Agency and Closure

We believe that good communication enhances every aspect of incident response. It isn’t just about keeping other people in the loop, it’s about process rigor, and enabling steps and tasks to move smoothly. And when you’ve completed a challenging incident, communication gives you closure and an opportunity to celebrate the work.

“Managing incidents requires focused energy from your team. If we can alleviate the burden with features that automatically communicate at the right moments, it’s a game changer for on-call teams,” said Lyon Wong, Co-Founder and CEO, Blameless.

This is just the beginning of our journey to transform incident communication. CommsFlow will continue to evolve — becoming more flexible, with additional guidance and sophisticated triggers. Stay tuned to learn about new powerful features coming soon!

Want to see CommsFlow in action? Get a front seat to the next level of incident communication by signing up for a demo.

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