When Something Breaks: IncidentsBeta

An incident is something at the store that broke or ran out and needs a person: the oven is down, the walk-in is warm, a supplier didn't show. The AI Manager keeps it as one piece of work from the first report to the fix, so nothing falls between shifts. A complaint handled on the spot isn't an incident.

Where to find it

• The staff app — each open incident is a card at the top, with On it and Fixed. See Staff Apps.
• The AI Manager app — open incidents are in the bell (Needs you), with who is on each.

How it works

1. Report it. Staff text the team line or write in their team chat in the Shift app ("the fryer just died"); owners and managers tell the AI in chat. The same problem reported again joins the open incident.
2. Managers are alerted. When service is hit right now, the alert is urgent and reaches owners too.
3. Someone takes it. The first person to tap On it is responsible. If nobody does, managers and the owner hear again.
4. It follows up with that person until it's fixed.
5. Fixed. Tap Fixed or reply FIXED. Items 86'd because of the incident go back on the menu. Other changes, like a notice on your website, stay and are listed so you can undo them.

Good to know

• Incidents are part of operations: alerts and follow-ups keep running even with the AI Manager switched off.
• An item that was already off before the incident stays off, and is named so someone checks it.
• A late pickup order has its own watch. See What Your AI Manager Does Each Day.

If something's not working

• Managers not getting alerts? Make sure each has a phone on their staff profile and notifications turned on in the Shift app. See the Shift app.
• Still stuck? Email [email protected].