All posts

Use Jev to control when Modem takes action.

At Modem, support tickets, calls, Slack messages, emails and in-app feedback from customers come in all day, and we want Modem's agent to act on them as they land - to alert your team, create tickets, or other agentic workflows. But that meant spinning up a full agent run per-event, even if there was nothing to act on.

Smart triggers change that. Now before spinning up the Modem agent, we first evaluate each event using Jev, the decision model from TypeSafe, against a plain-English condition. These conditions can be customizable by you, and are evaluated in under a second and cost 1/100th of a cent. The agent only runs on the ones that match.

This means Modem users can now run far more custom automations, covering more workflows — for less agent usage credits — to cover the customer and product observability demands of your entire organization. And it's available today for everyone.

Use Jev to filter triggered events

The easiest way to get started with smart triggers is to create or update your automations using the Modem agent, either in-app or from Slack or Discord. Modem will automatically use Smart Triggers to ensure automations only run when they need to.

#support

Beatriz10:42 AM

@Modem can you post to #eng-triage whenever a customer on Intercom says something’s broken?

ModemAPP10:42 AM

Done. I created Escalate broken-feature reports. It only runs when the ticket actually reports a broken feature, so routine tickets won’t start the agent.

Whena support ticket has new activityFiltersSource is Intercom · Author is a customerOnly ifthe customer reports that a feature is broken or failingThenSummarize it and post to #eng-triage

But you can also create and update them manually from the Automations page.

The automation form: When 'a support ticket has new activity', with the scope tokens 'Source is Intercom' and 'Author is a customer', and the condition 'the customer reports that a feature is broken or failing' with the status 'Can be answered from the support ticket alone'
The preset picks the event, the tokens scope it by exact field matches, and the condition filters what is left per event.

First choose an event, like "a support ticket has new activity", and optionally scope the event using the + Filter selector. In the example above, support ticket activity is filtered to Intercom activity coming from customers.

Here's where smart triggers comes in. You additionally scope the event to trigger on a natural language prompt using the + Analyze button. In the example above, if Jev detects that a customer is reporting a broken product experience, the Modem agent comes alive and sends a triage update to #eng-triage.

This is just one example demonstrating the power of short triggers. Let's talk about some others.

Unlock new workflows

Tickets, calls, pull requests, issues, feedback and posts on X were too noisy to automate on when every event cost a run. Now an automation can subscribe to the whole stream, scope it to a source, channel or state change, and filter it down to the relevant events with your condition.

Here's some recipes you can try today:

Post a cancel risk to #churn-riskLog a promised date before the thread buries itTell #billing who a payments PR unblocksPage on-call for data loss or a security issueFile the workaround a customer describedOpen a Linear issue for a checkout crash

When

a customer sends a message

and Jev decides

the customer is frustrated or says they might cancel

Then the agent

Posts to #churn-risk with the account and the thread.

When

a teammate sends a message

and Jev decides

the teammate commits to a date, a fix, or a refund

Then the agent

Logs the commitment against the customer so it isn’t lost in a thread.

When

a pull request is merged

Base branch is main

and Jev decides

the pull request touches billing or payments code

Then the agent

Posts to #billing with the customers waiting on the topic the PR resolves.

When

an issue is opened

Source is Linear

and Jev decides

the issue describes a security problem or data loss

Then the agent

Posts to the on-call channel with the issue and whoever filed it.

When

a call has new activity

and Jev decides

a customer describes a workaround they built around a missing feature

Then the agent

Files it on the product topic with the transcript turns as evidence.

When

a feedback submission has new activity

and Jev decides

the report was sent from a checkout page and mentions an error or a crash

Then the agent

Opens a Linear issue with the session replay and trace attached.

Before smart triggers, the agent itself would evaluate these conditions with a slow and expensive frontier-level model - making many workflows cost-prohibitive. But since these conditions are now evaluated with Jev, it's feasible for any organization to run them at any scale.

Create one from your coding agent

Modem today has plugins for Claude, ChatGPT, Cursor, and of course any agent via MCP.

If you've plugged Modem into your agent, you can create smart triggered automations without leaving it.

Claude Code creating the automation from a plain-English ask.

Ask whichever one you already have open:

Whenever a customer in our help desk reports something broken, summarize it and post to #eng-triage using Modem.

Your agent uses Modem's MCP to create the automation, including the scope and the smart trigger condition.

A new age of customer workflows

Smart triggers and Jev are an exciting new change to the Modem platform. Now you can create bespoke custom workflows, triggered from activity detected in any of your customer channels. You can route concerns to the team that cares most, trigger coding agents to take a first pass, and many other agentic workflows. And the agent only does the work if there's work to be done.

Earlier this month we moved to modem.ai, and launched a whole new website positioned around how we find, fix, and follow up on customer concerns. Smart triggered automations, powered by Jev, is just one step of many we're making to make sure your teams have your customers covered.