CHATBOTS
HR Bot Escalation: Open an Email Case When the Bot Can't Answer
When the Slack HR bot fails to resolve a question, this flow gathers the thread, opens a tracked case by emailing People Ops, and tells the employee a human is now on it.
How it runs
The automated pipeline, trigger to output.
- TriggerMessage tagged 'unresolved' in SlackSlack
- ActionCollect question and thread contextSlack
- ActionWrite case summary and categoryOpenAI
- ActionEmail structured case to People Ops inboxGmail
- OutputConfirm handoff in Slack threadSlack
What it does
This is the human-handoff half of the helpdesk bot. When a Slack question is flagged unresolved, the flow captures the full thread context, sends a structured case email to the People Ops inbox via Gmail, and posts a confirmation back to the employee so they know it's no longer with the bot.
When to use it
Use this alongside your handbook bot when you want every unanswered question to become a real, trackable HR case instead of disappearing into a channel nobody re-reads.
How it works
- 1The flow triggers when a message is tagged `unresolved` (the bot's escalation reaction or label).
- 2It collects the original question and any thread replies for context.
- 3An LLM step writes a concise case summary with a suggested category (leave, benefits, payroll).
- 4A Gmail action emails the People Ops inbox with the summary, employee name, and a Slack permalink.
- 5The bot replies in the Slack thread confirming a People team member will follow up.
Set it up
What you configure once, before turning it on.
- 1Connect SlackChannels, DMs, threads, mentions.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect GmailRead, draft, send, label.
- 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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