CHATBOTS
Escalate Unanswered HR Questions to a Live Agent in Teams
When the HR policy bot can't confidently answer a question from Confluence, it opens a tracked ticket in Postgres and routes the question to the HR team in Teams with full context.
How it runs
The automated pipeline, trigger to output.
- TriggerBot returns a low-confidence or no-match answer
- LogicConfirm question is unanswered and not a duplicate
- ActionLog the question and searched pages to Postgres gaps tablePostgres
- ActionPost handoff with full context to HR Teams channelMicrosoft Teams
- OutputNotify employee a human will follow up, with ticket refMicrosoft Teams
What it does
Closes the loop on questions your Confluence-grounded bot can't handle. Low-confidence or out-of-scope questions are logged as gaps and handed to a human, giving HR a backlog of exactly what employees are asking that the handbook doesn't cover.
When to use it
When you've deployed a policy chatbot and want to capture its blind spots — questions that signal missing or unclear Confluence pages — instead of just replying "I don't know" and losing the signal.
How it works
- 1The bot's answer attempt triggers this flow when its confidence score is below threshold.
- 2A logic step confirms the question is genuinely unanswered and not a duplicate already open.
- 3The question, employee, and the Confluence pages that were searched are written to a Postgres gaps table with status open.
- 4A formatted handoff is posted to the HR team's Teams channel with a claim button context.
- 5The employee gets a Teams reply letting them know a human is now on it, with the ticket reference.
Set it up
What you configure once, before turning it on.
- 1Connect Microsoft TeamsChannels, chats, files.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 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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