CHATBOTS
PII Request Capture: Ticket and Human Handoff
When an employee's HR question requires personal data, this flow opens a tracked HR ticket, redacts sensitive details from logs.
How it runs
The automated pipeline, trigger to output.
- TriggerWebhook: concierge flagged a PII requestHTTP webhook
- ActionRedact identifiers from the messageOpenAI
- LogicClassify request type for routing
- ActionCreate HR ticket with redacted summaryZendesk
- ActionPing assigned HR specialist with linkMicrosoft Teams
- OutputAcknowledge employee in chatMicrosoft Teams
What it does
Turns every personal-data request the concierge cannot answer into a structured, tracked handoff. Instead of guessing, the bot captures the request, opens an HR ticket, and routes it to a human with the context they need.
When to use it
Use this as the escalation backbone behind the concierge bot. It guarantees that PII-touching questions (payroll, benefits enrollment, medical leave) become auditable tickets rather than unlogged chat messages.
How it works
- 1A webhook fires when the concierge flags an incoming question as requiring personal data.
- 2A redaction step strips raw identifiers from the message before anything is stored.
- 3The flow classifies the request type (payroll, benefits, leave, other) to pick the right HR routing.
- 4A Zendesk ticket is created with the redacted summary and request category.
- 5The assigned HR specialist is pinged in Teams with the ticket link and a secure intake form.
- 6The employee gets an acknowledgment reply confirming a human will follow up.
Set it up
What you configure once, before turning it on.
- 1Connect HTTP webhookTrigger any URL on agent actions.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ZendeskTickets, queues, knowledge base.
- 4Connect Microsoft TeamsChannels, chats, files.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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