SarahThe agent said my refund was approved, but this order was outside the return window. Which answer is correct?
Get everyone working
from the same evidence
Connect what your agent did with the people who know whether it was right. neatlogs keeps production evidence, business judgment, team decisions, and engineering action together, from the first report to the verified fix.
Works where your team already does:
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14 steps · 18sExpand all
+northline_support_runWorkflowError
+triage_agentAgent
+lookup_customerTool
+gpt-5.5-2026-04-24Model
+knowledge_agentAgent
+search_kbTool
+render_policy_briefTool1
+resolution_agentAgentError
+get_orderTool
+case_media_boardTool2
+create_refundToolError4
Context becomes evidence
Connect business contextwith production data.
A trace can show that the agent issued a refund. It can’t tell you whether that customer was entitled to one. neatlogs connects production runs with the feedback, policies, exceptions, and decisions that define what correct meant in that case.
Context linkNorthline refund report
Liverun_184221 Aug · 12:57 PM
+northline_support_runWorkflow
+triage_agentAgent
+lookup_customerTool
+knowledge_agentAgent
+render_policy_briefTool
+resolution_agentAgent
+create_refundToolMessage linked
Original report
“The agent said my refund was approved, but this order was outside the return window.”
PolicyRefunds require eligibility first
Customer exceptionNo approved exception found
Use neatlogs without
opening neatlogs.
Review an eval, answer an investigation question, acknowledge an alert, or reply to a thread from Slack. The question arrives with the output and evidence needed to answer it.
Reply in Slack. The same thread updates in neatlogs.Answer in SlacknneatlogsAPP10:42 AM
The create_refund span failed with the following error:
PolicyViolation: refund attempted before return eligibility and support approval were confirmed.
Does the enterprise exception apply to this customer?
PRODUCTION EVIDENCErun_1842 · create_refund
Policy check did not run before the tool call.
2 replies
No. The exception requires support approval, and this run did not have it.
Agreed. I’ll add the approval check before the refund tool can run.
Issues ›Refund issued before eligibility was confirmed
Open4 SepToday
northline_support_runrefund_agentissue_refund PolicyViolation
MatthewNo. The exception requires support approval, and this run did not have it.
Issue created — issue_refund — Refund RF-88244 for $240 issued on NL-10517 with return_eligible=false and vip=false
From feedback to a verified fix
neatlogs# agent-support
The customer was promised a refund before eligibility was checked. Can someone look at this?
I found the matching production run and attached the reported outcome.
Someone notices
A customer, support lead, PM, or engineer says something went wrong, in the tool they’re already working in.
nIssue raised
High severityISSUERefund issued before eligibilitySlack report · run_1842 attached
Slack message→Production run→Issue
Source preservedSeverity, reporter, and exact span attached
neatlogs finds the run
It connects the message to the runs it’s about, and raises it as an issue with severity and source attached.
Root causeEscalation check was skipped
The refund path continued after the policy lookup returned an exception.
@neatlogs this account is in the enterprise exception group. Did the run load that policy?
Good catch. I found a second policy lookup and added it to the evidence.
The investigation uses their context
The reported outcome, business rules, and team decisions become part of the diagnosis.
SUP-482High severity
Require escalation before enterprise refunds
Prevent `create_refund` when the account policy requires a specialist review.
- Evidence
- 4 spans + report
- Acceptance
- 3 verification cases
The fix moves forward
The report goes to the owner as a ticket, or to your coding agent with the evidence intact.
Fix deployed
Enterprise refund guard
Watching the same failure path in production.
Policy loaded248 runs
Escalation respected100%
No recurrence7 days
The loop closes
The person who raised the problem can see what changed. neatlogs watches your agent to check whether the fix held.
People and agents
work the same case.
Every contribution stays on the same issue, with its author, evidence, and decisions visible.
ONE SHARED ISSUERefund issued before eligibility
n
n
nInvestigation agentneatlogs
neatlogs’ investigation agent assembles the evidence.
Domain expertSarah
A domain expert resolves the question only they can answer.
Coding agentClaude Code
Your coding agent acts on the fix neatlogs generates and you approve.
Production monitorneatlogs
Watchingneatlogs watches production and notifies you if the same failure returns.
Get your whole team looking at the same run
Engineering
SalesBring in traces from your current platform. Then connect the places where your team and customers already report problems. Or instrument directly.
Langfuse
LangSmith
Braintrust
Phoenix
Raindrop
OpenTelemetryProduct questions and answers
The practical details about connecting team feedback, discussing evidence, and keeping decisions attached to production work.
Selected question01 / 09
Do reviewers need to understand traces?
No. Someone answering a question in Slack sees the output being judged and the evidence behind it, not a span tree. The people who know what correct means at your company are usually not the people who read traces.
No. Someone answering a question in Slack sees the output being judged and the evidence behind it, not a span tree. The people who know what correct means at your company are usually not the people who read traces.
Comment on the exact thingthat’s wrong.
Highlight the evidence. Leave a comment. Tag the person who knows. Keep the answer where the question began.
Sarah This promise is made before eligibility is checked.
On a span
Point to the prompt, tool argument, retrieval, or line of output that needs attention.
Comment stays attached“…sent to account ending in 4821.”
Chris Useful signal, but mask the last four digits from this rule.
On a detection
Decide whether the signal is useful, noisy, or scoped incorrectly.
Comment stays attachedRequire a policy outcome before issuing the refund.
Jon Add the enterprise exception before this ships.
On an investigation
Challenge the root cause, supply missing context, or review the recommended action.
Comment stays attachedMatthew The rubric should require eligibility before any promise.
On an eval
Discuss the verdict, the rubric, or why two reviewers disagreed.
Comment stays attached