SolutionsSoftware
Turn your support processes into AI agents
Trail parses your support policy, entitlements, runbooks, release notes and ticket threads into one governed context graph. Then AI agents run triage, escalations, release notes and incident procedure on top of it.
Support & entitlements
This week- 1340total tickets
- 48need approval
- 29exceptions
- 88%auto-answered
- SUP-24693Vantor Healthv4.2Answered—
- SUP-24755Brightlane Groupv4.1Triaging—
- SUP-24817Calder Systemsv3.9HeldM. Okafor
- SUP-24902Northwind Labsv4.2ApprovalR. Diaz
- SUP-24940Kestrel Retailv4.0Answered—
Trusted by teams at leading enterprises
Top software teams
put Trail to work on:
Turn a runbook into a working agent — in one upload.
Import the incident runbook, support policy or release checklist your engineers maintain. Trail reads it, builds the agent, and shows which clause produced each rule.
- 01
Import process docs
Drop in the runbook, support policy or release checklist your team already maintains — PDF, DOCX, wiki exports, Markdown.
- 02
Agent auto-built
Trail parses them into a context graph. It outlines the agent's role, splits the process into phases, and adds the tools each step needs.
- 03
Review, approve, run
Every learned rule is explained and traced to the exact text it came from. Agents take decisions strictly based on these rules.
“…an incident is declared Sev-1 only where a production function is unavailable to more than one tenant, or a confirmed data-integrity defect is present; a Sev-1 declaration obliges a status-page notice within 30 minutes and an executive bridge…”
If a production function is down for more than one tenant, declare Sev-1 and post a status-page notice within 30 minutes.
Parse-don't-embed isn't a claim you have to take on trust. Graft, our open-source context layer, parses a codebase into a dependency graph with tree-sitter across 20+ languages, entirely locally — the same mechanism, checkable line by line. Graft — open source ↗
Upload a runbook and see Trail build the agent →One graph underneath all your AI agents.
Everything Trail parses collapses into a single governed graph, and everything your support and engineering teams automate draws from it, whether the work runs in autonomous agents or copilot chats.
Agents - run processes autonomously
- ObserveSUP-24817 | v3.9 · Support policy §5.3
- ReasonFix shipped in 4.2. Exception under §5.3.
- ActionHold set. Exception routed for approval
- ObserveSUP-24902 open 19h · SLA schedule §2.1
- ReasonPremier response window is 8 hours
- ActionEscalated to on-call. Duty manager copied.
- ObserveREL-4.3 | 62 merged PRs · Release process SOP §4
- Reason9 changes are customer-visible
- ActionNotes drafted, fix versions linked
- ObserveAPI v1 sunset in 90 days · Deprecation policy §6.2
- Reason41 accounts still call the v1 endpoint
- ActionNotice drafted. Account owners listed
Copilot Chats - ask questions and run tasks
Help your agents solve the most complex problems with context graphs.
A customer asks for a backport their contract doesn't cover, running the previous major version on Standard support, for a bug fixed three releases ahead, after an SE said they'd look into it — what do we tell them?
One question. Five kinds of context, each in a different system — the contract doesn't know where the bug was fixed, and the release history doesn't know what they bought.
How the Context Graph works →Support policy & entitlements
Policy context · What are they entitled to?
Backports: current major release only
CRM / subscription records
System-of-record context · What do they run and own?
Calder Systems · v3.9 · Standard support
Release history
Computed context · Where was it fixed?
Fixed in 4.2 · three releases ahead
Ticket & Slack thread
Conversation context · What was implied to them?
SE said “looking into it” — no commitment
Exception SOP
SOP context · What's the path?
Offer upgrade path · exception needs VP
Connects to the agent platform you already use.
Point the agents your software org already runs, SAP Joule, Agentforce, Copilot, Claude or your own stack, at one Trail brain, through a native Model Context Protocol server, native retrievers, or a plain REST/GraphQL API. Add or switch platforms without re-teaching a thing.
35% of Fortune 500 and 10,000+ companies use Trail
Customer story · StarTex Software
“What used to take our team 10 minutes per SDS now takes 10 seconds. Nanonets reads all 18 sections, extracts everything we need, and flags the few fields it's unsure about.”
- Per document
- 10 min → 10 sec
- Touchless processing
- 90% of fields
- Sections read per document
- manual scan → all 18
- Extraction confidence
- 96%
Teams using Trail see
- 95%Straight-through processing
- 80%Reduction in associated costs
- 15×Quicker turnaround times
Built for how modern
enterprises work.
Trail meets the highest industry standards for your security & compliance. We include all default controls that you'd expect, including SAML SSO, audit logs, IP allow-listing, data lifecycle management, and much more.
- SSO & SCIM
- SAML, OIDC, and SCIM user provisioning with Okta, Azure AD, Google Workspace.
- Role-based access
- Full RBAC and fine-grained access control across orgs, workspaces, agents.
- Audit logs
- Every agent run, approval, and data access is recorded, and streams to your SIEM.
- Private deployment
- VPC, single-tenant cloud, or on-prem. Choose your infrastructure and network policies.
- Data residency
- Pin data processing to US, EU, APAC regions. Customer data never leaves your boundary.
- Human-in-the-loop
- Configure approval gates to route edge cases to Slack, Teams, or email for review.
- Encryption at rest & in transit
- AES-256 at rest, TLS 1.3 in transit. BYOK supported for all customer-managed keys.
- Usage quotas & rate limits
- Per-team budgets and API quotas with real-time cost dashboards. No surprises.
Security built in, not bolted on.
Your data and your company brain never leave your boundary. Independently audited every year, with compliance controls enforced by the platform — not promised on a page.
Held and current — not roadmap targets.
SOC 2 Type IIOngoing security controls
GDPREU data protection
ISO 27001Global ISMS standard
HIPAABAA on enterprise plansTurn your support processes
into a competitive advantage.
Bring one runbook or support policy and one real-life ticket. We'll show you how Trail proposes rules and builds an agent, which then takes the correct decision and acts on it.
Prefer to read first? Read the FAQ →