CUSTOMER SUPPORT
CSAT Detractor Make-Good Drafter
When a survey response scores 1-3 (a detractor), this drafts a personalized apology and make-good email.
How it runs
The automated pipeline, trigger to output.
- TriggerCSAT survey response receivedHTTP webhook
- LogicKeep only scores 1-3 (detractors)
- ActionFetch recent Intercom conversationsIntercom
- ActionDraft personalized make-good emailOpenAI
- ActionPlace tentative recovery call holdGoogle Calendar
- OutputCreate review-ready Gmail draftGmail
What it does
Turns a low CSAT score into a ready-to-send recovery package. It reads the detractor's verbatim comment and recent ticket history, drafts a specific make-good email (apology + concrete remedy), and pre-schedules a follow-up call so nothing slips.
When to use it
Use it when your support survey fires a low score and you want a same-day, human-reviewed response instead of a generic auto-reply. Best for teams that treat every detractor as a save-the-account moment.
How it works
- 1A new CSAT survey response arrives via webhook from your survey tool.
- 2A filter checks the score; anything 4-5 stops here, only 1-3 continues.
- 3The flow pulls the customer's recent Intercom conversations for context.
- 4An OpenAI step drafts a personalized apology referencing the actual complaint and proposes a make-good (credit, expedited fix, or escalation).
- 5A 15-minute recovery call is tentatively placed on Google Calendar 1-2 business days out.
- 6The draft email plus the calendar hold land in Gmail as a draft for the agent to review, edit, and send.
Set it up
What you configure once, before turning it on.
- 1Connect HTTP webhookTrigger any URL on agent actions.
- 2Connect IntercomConversations, contacts, articles.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect Google CalendarEvents, attendees, availability.
- 5Connect GmailRead, draft, send, label.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Scores every inbound Intercom reply from a VIP customer for frustration and, when it crosses the anger threshold, pings the account owner in Slack with the conversation link…
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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