Postmortems

A support agent hit the right API, got a valid response, and still told a customer the wrong thing — and the postmortem that followed exposed a blind spot most agent observability setups share.

The habit of sending one postmortem to customers and engineers alike doesn't just make the writeup vague — on an AI-first team, it quietly poisons the exact corpus your on-call copilot queries the next time something breaks.

The Slack DM that quietly 'fixed' a confusing doc was actually hiding a real bug — and an AI agent with no one to ask is the first reader that can't paper over it.

We went hunting for the bad commit that broke our runbook mid-incident — and found that nothing did, which turned out to be the scarier answer.