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Every incident gets a room. On-call decides who joins an incident when it needs people. When an urgent incident qualifies, Resolve opens an Incident Room, a chat inside CloudThinker where your responders and CloudThinker work the incident together, and can open a matching Slack war room.

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How Resolve decides an incident needs people

On-call isn’t a rotation or a phone pager. It doesn’t call or text anyone. Responders get an in-app notification and, if you set it up, a Slack channel invite. For off-hours response, keep your external pager in the loop.
Every incident Resolve opens carries a response level. CloudThinker’s triage sets it from the evidence it gathered, and a person can raise it later. The incident doesn’t show its level as a badge. A Track only incident in active response shows the Page responders button. A paged incident with a Room shows Open Incident Room. The On duty switch on Resolve → Investigation also matters here. When it’s Paused, CloudThinker can’t page responders on its own unless a person started that investigation. You can always page by hand. See What starts an investigation.

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Prerequisites

  • The workspace Admin role. Developers and Viewers see the On-call page read-only. See Roles.
  • Responders must be members of the workspace, because the Incident Room lives there.
  • For a Slack war room: Slack connected under Resolve → Integrations. It’s the same CloudThinker Slack app as in the Slack integration guide, so one install covers chat and war rooms. See Integrations. War rooms are public channels the CloudThinker app creates, so your Slack admins must let apps create public channels.

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Turn on On-call

1

Open On-call

Go to Resolve → On-call. Each control saves the moment you change it. There’s no Save button.
2

Enable On-call

Turn on Enable On-call. It’s off in a new workspace.Success state: the switch stays on after you reload the page.
3

Add responders

Click Add responders under Responders and pick people from the workspace member list. Click a name again to remove it. You can add up to 50.
With no responders, each Incident Room opens with CloudThinker alone and On-call notifies no one.
Success state: the field shows the first two names and a +N count for the rest.
4

Optional: add agents from other workspaces

If another workspace shares an agent with yours and allows it to join rooms, Agents from other workspaces lists it. Check up to 5. These agents join every Incident Room and answer read-only questions when someone mentions them. See Sharing.
From now on, every new incident at the page level gets one Incident Room, named inc-<short id>-<title>. To test the setup, open a test incident (the quickstart makes one) and page responders by hand. Success state: Open Incident Room appears on the incident, and the Room lists your responders.

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Add a Slack war room

A Slack war room is a dedicated Slack channel for one incident. It’s separate from On-call: it opens for page-level incidents even when On-call is off, as long as its severity floor is met.
1

Open the Slack integration

Go to Resolve → Integrations and select Slack. Connect it first if it isn’t connected.
2

Turn on war rooms

Under What Resolve can do, turn on Create war-room channels.
3

Set the minimum severity

Pick which incidents get a channel:
4

Choose who's invited

Pick up to 20 Slack members to invite to every new war room.This list is separate from On-call responders, which are CloudThinker workspace members. Resolve doesn’t copy one into the other, so add the same people to both if they should join both.Success state: the counter reads N of 20 selected.
The channel is named inc-<short id>-<title>: the first 8 characters of the incident ID, then the title in lowercase with spaces and symbols turned into hyphens, cut at 80 characters. For example, Checkout API 5xx rate above 5% becomes inc-3f9a1c2e-checkout-api-5xx-rate-above-5. If you’ve set a broadcast channel (the Slack channel you pick for Post incident updates under What Resolve can do), Resolve also posts a pointer there to the new war room.

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Page responders by hand

Triage may mark an incident Track only when you know it’s urgent. Raise it yourself.
Only workspace Admins can page by hand. Developers and Viewers don’t see the Page responders button, so plan who can escalate out of hours. See Roles.
1

Open the incident

Go to Resolve → Investigation and open the incident.
2

Page

Click the Page responders button, then confirm with Page responders in the dialog. This raises the incident to the page level. With Enable On-call on, each On-call responder gets one in-app notification, and if a war room opens, your Slack invitees are added to it.Success state: with Enable On-call on, the button changes to Open Incident Room, and the timeline shows Responders paged. With it off, the Page responders button goes away but no Open Incident Room button appears, because no Room opens. Turn on Enable On-call in Resolve → On-call first if you want the Room.
A manual page follows the same rules as one from triage: The Page responders button only shows while the incident is in active response and has no Room yet. On an incident CloudThinker recorded after the impact ended, you see Start response instead. It restarts response on the same investigation and asks you why it needs one (at least 10 characters).

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Work the incident together

Click Open Incident Room on the incident to join. CloudThinker posts the first message: the title, severity, impact, a link back to the incident, and a note that it’s investigating. Mention CloudThinker in the Room to ask about the incident.
Fixes still go through Approvals, so talking in the Room doesn’t skip your policy. To bring in someone who isn’t in the Room yet, open the Room’s ⋯ menu and click Add people. When the fix holds, close the incident: click the status badge in the incident header, pick Resolved, and click Change Status. Only workspace Admins can change an incident’s status. When the incident resolves, the Slack summary card updates to show it. Resolve doesn’t archive the Incident Room or the Slack channel, so archive the channel in Slack when your team is done with it. For the full analysis, open the incident and read the root cause.

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Troubleshooting

Check three things. Enable On-call must be on in Resolve → On-call. The incident must be at the page level: if triage chose Track only, click the Page responders button on the incident. And while On duty is Paused, CloudThinker can’t page on its own.
The Room only adds people who can still open the workspace. Someone removed from the workspace is skipped. Add them back to the workspace, and the next Incident Room includes them. To add them to the Room that’s open now, use Add people in the Room’s ⋯ menu.
Confirm Slack is connected in Resolve → Integrations, Create war-room channels is on, and the incident’s severity clears the floor you set. A High incident doesn’t open a channel under Critical only.
The section only appears when agent sharing is on and at least one shared agent is allowed to join rooms. Ask the owning workspace to allow it.

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Next steps

Read an investigation

What the verdict, confidence, and remediation suggestions mean.

Connect Slack and other destinations

Set where Resolve posts updates, tickets, and postmortems.

Govern fixes with Approvals

Decide which actions run on their own and which wait for a person.

Slack integration

Install CloudThinker in Slack and chat with it there.