CHATBOTS
Reaction-triggered Discord answer escalation to Zendesk
When a member reacts to an unresolved Discord message with a help emoji, this drafts a docs-grounded answer and, if it can't confidently resolve the issue, opens a Zendesk ticket…
How it runs
The automated pipeline, trigger to output.
- TriggerHelp emoji reaction added in DiscordDiscord
- ActionFetch reacted message and thread contextDiscord
- ActionRetrieve docs and draft answer with confidenceOpenAI
- LogicBranch on confidence score
- OutputPost answer in Discord thread (confident)Discord
- OutputOpen Zendesk ticket with thread (not confident)Zendesk
What it does
Instead of answering everything automatically, this workflow waits for a signal: a member adds a designated emoji reaction (for example a lifebuoy) to a message they still need help with. The bot reads the thread, attempts a grounded answer from your docs, and posts it. If its confidence is low, it opens a Zendesk ticket containing the entire conversation and its draft, then tells the member a human will follow up.
When to use it
Use it when you don't want a bot replying to every message but do want a fast, explicit way for stuck members to summon help. The emoji acts as a deliberate opt-in, so the bot only spends effort on questions people actually flag as unresolved.
How it works
- 1A target emoji reaction added in Discord fires the trigger.
- 2The workflow pulls the reacted message and surrounding thread for context.
- 3Doc passages are retrieved and an LLM drafts an answer with a confidence score.
- 4A branch evaluates the confidence score.
- 5Confident: the answer is posted in the Discord thread.
- 6Not confident: a Zendesk ticket is created with the thread and draft, and the member is notified in-channel.
Set it up
What you configure once, before turning it on.
- 1Connect DiscordCommunity channels + voice + bots.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ZendeskTickets, queues, knowledge base.
- 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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