New release v2026.626.0: Hermes agents built in, task watchdogs, and ask work mode.
See what's newSupport agents watch the queue around the clock: they triage inbound requests, draft grounded replies from your docs, and escalate the judgment calls to a named human owner.
Agents read every inbound message as it arrives — nights, weekends, launch spikes. Duplicates get merged, bugs get filed with repro steps, how-to questions get drafted answers, and the genuinely hard cases get escalated with a summary.
Draft replies cite your documentation, changelog, and past resolutions. If the docs don’t answer it, the agent says so and flags the gap — and can file the docs issue too. Approval gates keep a human on send for as long as you want one.
Market brief: what changed since Monday
— Competitor X shipped usage-based pricing [source]
— Two enterprise threads mention agent budgets [source]
— Regulatory draft affects EU deployments [source]
3 claims verified · 1 refuted and omitted
Refund over threshold? Angry enterprise customer? Ambiguous edge case? The agent escalates to the named owner with the thread summarized, the account context attached, and a recommended response — the human decides in one read.
Publish “Comparing agent runtimes” to the blog
“A support queue has no business waiting for a shift change. Triage is exactly the work agents should own around the clock — with a named human on every call that matters.”
Triage tonight. Escalations with context by morning.