Incident.io

Enable your AI agent to surface active incidents to customers and let CoPilot create and update incidents via Incident.io.

5 min read

Updated October 2026

Overview

The Incident.io integration connects ChatSpark to your Incident.io account. Read actions are available in the customer-facing AI agent widget so customers can check whether there is a known incident. Write actions are available to CoPilot only.

Your team can declare new incidents and update incident status directly from CoPilot without switching tools.

Two Access Levels

Read actions like Get Active Incidents and Get Incident Details are customer-facing. Actions that modify data, such as Create Incident and Update Incident Status, are CoPilot only.

Available Actions

Available actions depend on your agent type and plan. Customer-facing actions serve customers. Internal team actions are for authenticated team use. AI CoPilot is Enterprise-only. Plus enables up to 5 actions per agent, Pro enables 40, and Enterprise has no enabled-action limit.

Action	Description	Audience
Create Incident	Create a new incident in Incident.io. ONLY when the agent explicitly asks to create or open an Incident.io incident. Do NOT use this to check existing incident status.	Internal team
Get Active Incidents	Get active incidents from Incident.io. Call this when a customer asks if there is a known incident, active outage, or what is currently being investigated.	Customer-facing
Get Incident Details	Get details for a specific Incident.io incident. Call this when a customer asks for the current status or details of a specific incident.	Customer-facing
Update Incident Status	Update the status of an Incident.io incident. ONLY when the agent explicitly asks to update or change the status of an incident. Status must be one of: triage, active, monitoring, resolved.	Internal team

Prerequisites

Before setting up the Incident.io integration, you'll need:

An Incident.io account
Admin access to generate API keys

Setup Instructions

Step 1: Generate an API Key

Log in to Incident.io at app.incident.io
Go to Settings and select API Keys
Click New API Key and give it a name
Copy the key

Save Your Key

The API key is only shown once. Copy it immediately and store it securely.

Step 2: Enable in ChatSpark

In ChatSpark, go to AI Actions
Find Incident.io in the Library and click Enable
Enter your API Key
Click Save

Configuration Fields

Field	Description	Example
API Key	Your Incident.io API key	`xxx`

Testing Your Integration

Test customer-facing actions in your AI agent widget:

“Is there a known incident?”
“What is the current status of incident INC-123?”

Test CoPilot actions in the CoPilot browser extension:

“Create an incident.io incident for the database issue”
“Mark incident INC-123 as resolved”

Troubleshooting

Unauthorized

Generate a new API key in your Incident.io account settings. Old keys can be revoked and will stop working immediately.

Incident not found

Confirm the incident ID is correct. Incident.io IDs use the format INC-xxx.

Cannot update status

Valid statuses are triage, active, monitoring, and resolved. Make sure you are using one of these values.

HubSpot

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