Understand one customer’s story

When a customer reports a problem, begin with the customer rather than guessing which signal to search first.

Find the customer

Open Customers and search using a stable ID, email, or another identifying property. Teml returns the canonical customer and the aliases that have been connected to them.

If you find separate profiles for the same person, stop and fix instrumentation before trusting the timeline. See Customer activity is not connecting.

Set the investigation window

Select the relevant project, environment, and time range. Start slightly before the customer noticed the problem so the timeline includes the lead-up.

The customer summary shows signal counts, sessions, and LLM spend. Use these to decide where to look, but use the timeline for sequence.

Read the timeline in order

Filter the activity kinds when the story is noisy. A productive investigation usually follows:

1. the customer action or diagnostic event;
2. the browser or mobile error;
3. the session replay around that moment;
4. the distributed trace;
5. correlated backend logs; and
6. the release or flag exposure that changed behavior.

Open evidence in place, then return to the same point on the customer timeline. The customer remains the investigation anchor even when you temporarily inspect a trace or Issue.

Ask for an explanation

Select Explain this person and ask a specific question:

Why did this customer’s checkout fail after the latest release?

Review the citations before acting. A useful answer should point to the exact Issue, trace, logs, replay, or release supporting each conclusion.

Watch a high-value customer

Select Watch this customer to create an alert for future customer-impacting activity. Choose a notification channel and keep the rule narrow enough to avoid alert fatigue.