CHATBOTS
Escalate unanswered Discord questions to the team
On a schedule, finds developer questions in Discord that the bot couldn't resolve and that have sat unanswered past an SLA.
How it runs
The automated pipeline, trigger to output.
- TriggerScheduled scan (every 30 minutes)
- ActionQuery Postgres for unresolved questionsPostgres
- LogicKeep only questions past SLA with no human reply
- ActionConfirm thread still open in DiscordDiscord
- OutputPost escalation to on-call Slack channelSlack
- ActionMark question escalated in PostgresPostgres
What it does
Scans the Discord support channel on a schedule for developer questions that are still open past your response SLA and that the docs bot couldn't confidently answer. It bundles each stale question with its thread context and alerts the on-call support engineer in Slack so nothing falls through the cracks.
When to use it
Run this when self-serve answers aren't enough and you need a human safety net with an explicit SLA. It catches the hard questions the bot deflected and routes them to a person before the developer gives up.
How it works
- 1A schedule (for example every 30 minutes) triggers the run.
- 2The flow queries Postgres for logged questions still marked unresolved.
- 3A logic step keeps only those past the SLA age and without a human reply.
- 4The flow fetches each thread's latest state from Discord to confirm it is still open.
- 5It posts an escalation card to the on-call Slack channel with the question, thread link, and wait time.
- 6It marks the question escalated in Postgres to avoid repeat pings.
Set it up
What you configure once, before turning it on.
- 1Connect DiscordCommunity channels + voice + bots.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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