How CommHero Works
Walk through the complete flow from incident detection to resolution.
Prepare (Before Crisis)
During normal operations, your team creates templates for common incident scenarios. Each template includes:
- • Message text for each audience
- • Channels to send through
- • Template variables (severity, ETA, etc.)
- • Approval requirements (if needed)
✓ You get legal/compliance sign-off on these templates once
Configure Integrations
Connect your communication platforms to CommHero via OAuth:
- • Your Slack workspace
- • Your Microsoft Teams organization
- • Your Gmail/O365 account
- • Custom webhook URLs
✓ CommHero never stores passwords, just secure OAuth tokens
Incident Detected!
Something bad happens. Your team opens CommHero and creates an incident:
- • Give it a name: "API Service Outage"
- • Set severity: Critical / High / Medium / Low
- • Select templates to use
- • Choose which channels to notify (Slack internal, Email customers, SMS critical)
✓ All of this takes 30 seconds
Fill in Variables
CommHero shows you the template with blank variables. Fill in:
- • Impact: "Users unable to log in"
- • Affected systems: "Auth API, User service"
- • ETA: "4:30 PM UTC" (or "Investigating")
- • Any other dynamic values
✓ 2-3 fields to fill, then you're done
Request Approval (if needed)
For sensitive messages, submit for approval:
- • Approver gets instant notification
- • Reviews message and approves/rejects
- • Approved message sends automatically
- • Everything logged for compliance
✓ Usually takes less than 1 minute total
Execute!
Hit "Execute" and CommHero sends your messages:
- • Internal team gets Slack notification with technical details
- • Customers get Email with business impact and ETA
- • On-call gets SMS: "Critical alert: API down"
- • Executives get email with context and response plan
✓ All sent in parallel within 30 seconds
Track & Update
As you learn more, send updates:
- • Use "Status Update" template
- • Fill in latest info
- • Execute again to notify everyone
- • All executions logged with timestamps
✓ Keeps everyone in sync, no duplicate messages
Resolve & Close
When fixed, send final message and close:
- • Execute "Resolution" template
- • Include root cause summary
- • Link to postmortem details
- • Close incident
✓ Full audit trail saved for analysis
Real Timeline Comparison
Traditional (30+ minutes)
- 2:15 — Incident detected
- 2:17 — Manually draft message
- 2:22 — Get approval from manager
- 2:25 — Send Slack message
- 2:27 — Draft email for customers
- 2:32 — Get legal to review email
- 2:37 — Send customer email
- 2:40 — Call on-call engineer
- 2:45 — Everyone finally knows
With CommHero (~2 minutes)
- 2:15 — Incident detected
- 2:15 — Create incident in CommHero
- 2:16 — Select "API Outage" template
- 2:16 — Fill in: severity, impact, ETA
- 2:17 — Hit Execute
- 2:17 — Slack, Email, SMS sent (approved already)
- 2:17 — Team focuses on fixing
- 2:30 — Send update via template
- 2:45 — All resolved, close incident