Una's already on. You decide how far Una goes.
Every StayUpfront workspace comes with Una — the AI teammate who triages your support the moment a ticket lands. Una's on by default, works inside the limits you set, and you're always one click from full manual.
One thing Una does runs today; more arrives for launch. Every bit of it sits behind controls you own — and they're on this page.
Every tool I evaluate right now wants to put AI in front of my customers. Auto-written replies. Generated status updates. An "AI agent" that resolves the ticket so I don't have to read it. I get the appeal. I also know what it costs.
When something breaks, my customer doesn't want a fast answer from a machine. They want to know it's not just them, and that a real person is on it. An AI reply in that moment doesn't reassure them — it tells them I've automated the one part of this that was supposed to be human.
So we pointed the AI the other way. Inward, at the person running support — sorting the queue, surfacing the urgent one, doing the quiet work so the human has more time for the parts that need a human. It's there from day one — you don't switch it on, you dial it back if you want to. We didn't make "AI" the headline, because it isn't the point. And we won't put it in your customers' inboxes unless you've turned that on yourself, on purpose.
— Rob Gough, Founder
Meet Una, the AI inside StayUpfront.
Una — "one" in Spanish and Italian, which fits: one tool, one place, one teammate who's always around. The AI layer inside the product. Switched on for every workspace, doing the kind of work that used to need a spare pair of hands you didn't have. Nothing to set up; you just decide how far Una goes.
Today, that's triage: the moment a ticket lands, Una sorts it so the queue is already organised before anyone opens it. The point is making your team's time go further — never replacing the human your customer wanted. More on exactly what that does below.
And Una does it your way. Hand over your own instructions — what to know about your product, and what "urgent" actually means for you — and every triage takes them into account. Una works to your judgement, not a generic playbook. (More on the controls below.)
On by default. Yours to control.
Una ships switched on, because a capable teammate shouldn't need assembling. The trust is in what surrounds Una: clear limits, a full record of every call made, and an off switch that's always one click away.
- It works inside the limits you set
- Una never overrides a human. If you've set something by hand, your call stands — Una defers, even when confident, and acts only inside the boundaries you define.
- Every decision is logged, with the reasoning
- Open any ticket and you can see exactly what Una did and why — the priority set, the category and components chosen, the incident linked, and the reasoning behind each. Nothing Una does is a black box, and nothing's lost when you override a call.
- Una works to your instructions
- Give Una your own instructions — what to know about your product, what counts as urgent, the calls you'd make differently — and they're taken into account every time Una triages. The judgement is yours to shape; Una just applies it consistently.
- Granular control — turn off anything you don't want
- Every one of Una's capabilities is on by default, and each has its own switch. And the calls you'd rather make yourself, you just make — set a ticket's priority by hand and Una won't touch it. The granularity is there to dial Una back, capability by capability — never to make you build it up piece by piece.
- Turn it all off, any time
- Prefer to run things by hand? One toggle stands Una down completely — you're always one click from full manual, no support request, no waiting.
What Una does today. Una
Running today: Una triages your support tickets. The moment a new ticket lands, Una reads it and sorts it — sets the priority so the urgent one doesn't wait behind the routine ones, files it under the right category, tags it against the right components, and writes a short summary so you can see what it's about before you open it.
Sorted in seconds — or it skips straight to you. There's a hard fail-safe: if Una can't finish in time, the ticket goes straight to the inbox, untouched — nothing ever sits waiting on AI. What you feel is one clean hand-off instead of a burst of half-finished notifications.
Una also connects the dots — when a ticket looks like it's caused by an incident you've already got open, the two get linked, so whoever picks it up sees it straight away. And anything you've set by hand, Una leaves alone.
Invoices failing to generate
Daniel at Northwind · opened
Filed under
Summary
Billing runs are erroring for a paying customer — invoices aren't being produced. Looks tied to the open dashboard incident.
What's coming after that — honestly
Triage today — that's where we are, not where we'll stay. The platform underneath Una is built to grow: every new AI feature plugs into the same gate and inherits the same rails. Triage, and the first acknowledgement Una sends your customers, are switched on and working today. More will follow — built on the same foundation.
So we're not going to promise you a roadmap of AI features with dates on it. What we'll promise is the shape of how we add them: pointed at making your team's work lighter first, proven on real tickets before they ship, and never quietly turned on without you noticing.
Here's the one Una already does for your customers: when a ticket comes in, the first acknowledgement goes straight back, so no one's left wondering whether it landed. Next up is drafting the first version of an incident update, too — for you to review, edit, and publish. When Una replies to a customer, the reply is labelled — the name Una, the bot icon:
Una sends that first acknowledgement so your customer isn't left hanging — then a person picks up the conversation from there. That's the shape of all of it: Una does the groundwork, your team does the part that needs a human.
Una's already part of the team. Get in early.
Private beta is a few weeks out, and I'm letting people in a small group at a time. Una's on from day one — the earliest customers shape what comes next, what should stay off until you ask for it, and where the line is on anything that touches your customers. If you've got an opinion about how AI should and shouldn't show up in customer ops, I want it.
Drop your emailDirect email from Rob when your slot's ready. No drip sequence.