When you're running an incident, you often need to send updates to people. The incident's Email tab lets you compose, send, and reply to those updates without leaving the incident, and keeps the whole email conversation in one place.
To send quickly and consistently, base your message on a saved template — it fills in the incident's live details for you. See Email Templates.
Open the incident's Email tab → Send Update (optionally from a template) → your message goes out and stays in the incident's email thread, alongside every reply.
Sending an Update
Open an incident, go to the Email tab, and click Send Update. The composer has two steps.
Step 1 · Message
- Pick an Email template from the dropdown (or start blank). The subject and body fill in immediately, with the incident's details already resolved. See Email Templates for how templates work.
- Edit the Subject and Body however you like before sending.
Step 2 · Recipients
- The Sender name and To / Cc / Bcc are pre-filled (from the template, if you used one). Adjust them — add a teammate, or type any external email address directly.
- Click send. The email goes out and immediately appears in the incident's email thread.
The Email Thread
The Email tab keeps the full conversation for the incident, grouped into threads by subject.
- Everything is tracked — both the updates you send and the emails that come back are captured here, each with its sender, recipients, and time.
- System auto-replies — if Notify on the Email Thread is turned on(See Incident Detection from Email), Vibe AI's automatic reply appears here with a SYSTEM AUTO REPLY badge, so it's clear it wasn't sent by a person.
- Find a message — use the search box to filter by subject, sender, or text, or switch threads with the filter buttons at the top.
Replying
On the latest message in a thread, click Send Update to reply. The recipients are pre-filled from that conversation — the original sender and everyone on the thread. Edit and send as usual; your reply stays in the same thread.