# Catch customer incidents before they escalate By Steven Van · 2026-08-17 Real Time Incident Detection surfaces emerging customer problems as they happen, so your team can respond before they escalate. [**Intercom**]() announced [**Catch customer incidents before they escalate**]() on August 17, 2026. ## What changed Real Time Incident Detection surfaces emerging customer problems as they happen, so your team can respond before they escalate. Respond before incidents escalate: Get alerted in Slack or email the moment an incident starts forming, so you can act before it affects more customers. Understand the impact instantly: See what customers are experiencing, how severe the incident is, and how many conversations are affected, with full visibility into every related conversation. Resolve incidents faster: Use Operator to contact affected customers in bulk, close conversations, or update Fin with guidance so it can handle new conversations consistently while the incident is active. Learn more New Fin [![]()]() ![Intercom]() Intercom Customer messaging platform — live chat, helpdesk, product tours, and AI-powered support in one place. [View Intercom →]() Sources [Original source]() [Read Catch customer incidents before they escalate on Creators Toolbox]() --- Canonical source: https://creatorstoolbox.com/blog/intercom-catch-customer-incidents-before-they-escalate