CHATBOTS
HR Bot Escalation to HR Specialist Ticket
When the HR policy bot can't confidently answer an employee's Teams question, it opens a ticket for a human HR specialist and posts the case number back to the employee…
How it runs
The automated pipeline, trigger to output.
- TriggerLow-confidence or sensitive HR question in TeamsMicrosoft Teams
- ActionClassify and summarize the request with OpenAIOpenAI
- LogicRoute by category and urgency
- ActionOpen an HR specialist ticket in HubSpotHubSpot
- OutputConfirm handoff and share ticket number in TeamsMicrosoft Teams
What it does
Sits behind your HR self-service bot as the safety net. When a question is too sensitive, ambiguous, or simply uncovered by policy, the bot stops guessing, files a structured ticket for the HR team, and tells the employee a specialist will follow up — with a tracking reference.
When to use it
Use this when self-service answers are great for routine questions but you need a clean handoff for the hard ones: harassment reports, accommodation requests, edge-case benefit questions. It prevents the bot from improvising on topics that demand a human.
How it works
- 1An employee asks a question in Teams that the bot flagged as low-confidence or sensitive, triggering this flow.
- 2OpenAI classifies the message into a category and urgency and drafts a concise summary for the HR team.
- 3A logic step routes urgent or sensitive categories straight to escalation while routine misses get a softer reply.
- 4The flow opens an HR support ticket in HubSpot with the summary, employee, and category.
- 5The bot replies in the Teams thread confirming a specialist will follow up and shares the ticket reference number.
Set it up
What you configure once, before turning it on.
- 1Connect Microsoft TeamsChannels, chats, files.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect HubSpotCRM, deals, marketing, support.
- 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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