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The ability to send email from a request, task, and many other records is tightly integrated in Xurrent. These emails are then added as notes in that record. It is even possible to reply to an email note, or to any other note for that matter. As of now, it is also possible to forward a note or email to anyone.
By hovering over a note, the Note actions menu becomes visible. Two new buttons are now available in that menu: Forward (public) and Forward (internal).
By pressing any of those two buttons, the form to create an email is brought up in which the original (email) note is added as quoted text (including any inline images). Any attachments that were related to the original note are also added to this email. Pressing Forward (public) ensures that the email note and any replies to it are public, while pressing Forward (internal) will make those notes internal to the account to which the current user is logged in (or that was selected in the account switcher.
Using this built-in email functionality instead of an external email service ensures that all discussions are kept within Xurrent and are available to any specialist that has access to it for future reference, as well as AI features such as AI knowledge article creation and AI request summaries, and more.
Incident Management
An AI SRE that knows your incidents
Most AI SREs are pattern matchers trained on public data. They know what a memory leak looks like in the abstract. They don't know that your payments-api has a flaky liveness probe everyone ignores, that the checkout team owns the retry policy, or that the last three "database incidents" were actually cache misconfigurations. That knowledge lives in your postmortems, your Slack channels, and the heads of two senior engineers.
5 Mins
September 10, 2026
Incident Management
