How Graphite Uses BackEngine To Support Your Account
A behind-the-scenes tool that helps your service team stay informed, coordinated, and responsive.
Graphite is introducing a new tool called BackEngine across the communication channels we use to support your account.
BackEngine works mostly in the background. It picks up on signals from conversations across Slack, email, calls, and meetings, then alerts your Graphite service team when something may need a closer look or follow-up.
The goal is simple: help our team stay ahead of open questions, keep important details from getting lost, and give you a more connected experience across Graphite.
What Is BackEngine?
BackEngine is a client experience tool that helps our team identify useful signals across day-to-day communication.
For example, it may flag an open question, a recurring concern, a follow-up that still needs attention, positive feedback, or an area where additional support could be helpful.
Your Graphite team reviews that information alongside the full context of your account and decides whether any action is needed.
How Does It Help Your Account?
Client communication often happens across several people, meetings, emails, and Slack conversations. BackEngine pulls all that communication together so your service team has a clearer view of what is happening across the relationship.
This helps us respond faster, stay aligned internally, and make sure the right person sees something that may need attention.
What Will You See?
You may see the BackEngine app added to the shared Slack channels Graphite uses to communicate with your team.
There is no action needed on your end! You can continue reaching out to your service team through the same channels you use today.
BackEngine will operate in the background and share relevant signals with the Graphite team supporting your account.
What Information Does It Review?
BackEngine reviews communication connected to your Graphite relationship, including shared Slack channels, emails, calls, and meeting recordings.
It is focused on helping us understand the service experience, follow-up needs, and overall health of the relationship. It does not change your files, access your internal systems, or take action inside your account.
Who Can See the Information?
Relevant insights are available to the Graphite team members responsible for supporting and managing your account.
How Does Graphite Use the Signals?
BackEngine may alert us when something deserves attention. Your Graphite team then reviews the surrounding conversation, recent account activity, and any current work before deciding what to do next.
The tool supports our service team with added visibility and connectivity. Your account remains managed by the people who know your business and work with you directly.
Is BackEngine Secure?
BackEngine is SOC 2 compliant and has gone through Graphite’s internal technology and security review.
Access is limited to approved systems, channels, and Graphite users based on their role in supporting your account.
When Will BackEngine Be Added?
BackEngine will be added to shared client Slack channels in phases over the coming weeks, with the rollout completed by the end of August.
You may see a standard app installation notice when it is connected. BackEngine will begin working in the background once added, with no action required from your team.
Have Questions?
Reach out to your Graphite Client Success Specialist. They can explain how BackEngine is being used for your account and answer any questions you may have.