> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# U301

> Connect DialNexa calls to U301 for incident, alert, issue, repository, deploy, monitor, log, build, or technical escalation workflows.

U301 provides an API to manage all U301 resources, currently under development.

<Note>
  Use U301 with DialNexa when a caller reports a technical failure, API problem, broken workflow, regression, outage, or engineering escalation.
</Note>

## Where U301 fits in a DialNexa workflow

U301 should receive DialNexa output when the conversation affects a incident, alert, issue, repository, deploy, monitor, log, build, or technical escalation. The handoff should explain what the caller asked for, what DialNexa learned, which record or object is affected, and who owns the next step.

<CardGroup cols={2}>
  <Card title="Create reproducible issues" icon="check-circle">
    Record expected behavior, actual behavior, steps, endpoint, screenshots or logs mentioned, and account context.
  </Card>

  <Card title="Connect calls to alerts" icon="check-circle">
    Link customer symptoms to monitors, deployments, incidents, repositories, or on-call ownership.
  </Card>

  <Card title="Avoid noisy escalations" icon="check-circle">
    Separate true incidents from setup questions, product confusion, account configuration, and known limitations.
  </Card>

  <Card title="Create incident-ready reports" icon="check-circle">
    Capture affected customer, service, error, region, severity, start time, workaround, and business impact.
  </Card>
</CardGroup>

## What DialNexa should capture for U301

* Customer, account, plan, environment, region, product area, endpoint, and error message
* Severity, business impact, affected users, start time, workaround, and urgency
* Steps described by caller, logs referenced, repo, deploy, monitor, alert, owner, and escalation channel
* Transcript link, recording link, DialNexa call ID, support ticket, CRM account, and status page link
* Privacy note, customer-facing update status, and next update time

## High-value U301 workflows

<AccordionGroup>
  <Accordion title="API error blocks a workflow">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into U301. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="Deployment regression appears after release">
    For this workflow, DialNexa should send U301 a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Caller gives reproducible bug steps">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into U301. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="On-call needs customer impact">
    For this workflow, DialNexa should send U301 a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Security or abuse issue needs escalation">
    For this scenario, DialNexa should treat U301 as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="Status update should be sent after fix">
    For this workflow, DialNexa should send U301 a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Support needs logs linked to the ticket">
    For this workflow, DialNexa should send U301 a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Customer reports an outage">
    For this scenario, DialNexa should treat U301 as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="Use delete a shortened link">
    Treat delete a shortened link as a controlled workflow. DialNexa should capture the caller's reason, identity confidence, approval owner, and rollback path before anything destructive or irreversible happens in U301.
  </Accordion>

  <Accordion title="Use list available domains for url shortening">
    Use list available domains for url shortening before answering, routing, or creating follow-up. DialNexa should verify the lookup result against the caller and send low-confidence matches to a human queue.
  </Accordion>
</AccordionGroup>

## Workflows that pair U301 with other integrations

* [U301](/integrations/u301) + [Slack](/integrations/slack): Slack for on-call alerts.
* [U301](/integrations/u301) + [Jira](/integrations/jira): Jira for engineering tasks.
* [U301](/integrations/u301) + [Google Docs](/integrations/googledocs): Google Docs for incident notes.
* [U301](/integrations/u301) + [HubSpot](/integrations/hubspot): HubSpot for affected-account visibility.
* [U301](/integrations/u301) + [Datadog](/integrations/datadog): Datadog for monitor context.
* [U301](/integrations/u301) + [GitHub](/integrations/github): GitHub for linked code issues.
* [U301](/integrations/u301) + [Google Sheets](/integrations/googlesheets): Google Sheets for incident review logs.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running U301 actions.
* Write a short operational summary into U301 and link to the full transcript or recording for audit.
* Map required fields before launch: destination object, owner, status, urgency, next step, and record URL.
* Create review paths for low-confidence matches, sensitive requests, high-value customers, and actions that change money, access, legal terms, or customer commitments.

## FAQs

<AccordionGroup>
  <Accordion title="Should every support call create a ticket?">
    No. Create or update a ticket when the caller needs follow-up, SLA tracking, evidence, escalation, or customer-visible ownership.
  </Accordion>

  <Accordion title="What makes a support handoff useful?">
    Issue, affected product, customer expectation, what DialNexa already checked, urgency, owner, next step, and transcript link.
  </Accordion>

  <Accordion title="When should a call become a product bug?">
    When the caller provides reproducible behavior, expected result, actual result, affected product area, and business impact.
  </Accordion>

  <Accordion title="How should angry customers be routed?">
    Tag sentiment, repeat contact, account value, cancellation language, and SLA risk, then notify the escalation owner.
  </Accordion>

  <Accordion title="How do callbacks get tracked?">
    Create a callback task with phone number, preferred time, timezone, owner, attempt count, and the reason for the callback.
  </Accordion>

  <Accordion title="How are duplicate tickets avoided?">
    Search open tickets and recent conversations by customer, phone, email, and issue category before creating anything new.
  </Accordion>
</AccordionGroup>