{
  "id": "workflow:incident-customer-communication",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-deep.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Incident Customer Communication",
    "workflowKind": "operational",
    "triggerType": "event-driven",
    "typicalCadence": "per-event",
    "complexity": "cross-team",
    "description": "Coordinates customer-facing communications during production incidents —\ndrafting initial impact acknowledgement within SLA-defined response windows,\nmaintaining a status page with real-time updates at each incident phase\n(investigating, identified, monitoring, resolved), tailoring messaging by\ncustomer segment and affected product surface, coordinating between incident\ncommand and customer success for proactive outreach to high-value accounts,\nand publishing post-incident customer summaries distinct from internal\npostmortems. Produces status page update logs, customer communication\ntemplates, and incident communication retrospective notes. Excludes internal\nincident resolution activities.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:incident-customer-communication",
      "to": "role:incident-commander",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "role:technical-writer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "skill-area:incident-response",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "skill-area:runbook-writing",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "responsibility:incident-command",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "responsibility:postmortem-writeup",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:incident-customer-communication",
      "to": "org-unit:customer-success",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}