CUSTOMER SUPPORT
Auto-send a clarifying Loom walkthrough after a low CSAT score
When a Zendesk CSAT survey comes back negative, this reads the ticket and the customer's comment, picks the Loom walkthrough most likely to resolve the lingering confusion.
How it runs
The automated pipeline, trigger to output.
- TriggerNegative Zendesk CSAT submittedZendesk
- ActionPull ticket thread and survey commentZendesk
- ActionDiagnose unresolved issue and sensitivityOpenAI
- LogicRoute escalations to human, else continue
- ActionResolve best-matching Loom walkthroughLoom
- OutputSend empathetic follow-up with videoZendesk
What it does
A low satisfaction rating often means the customer left still confused. This workflow triggers on a negative Zendesk CSAT response, reviews the original ticket thread and the survey comment, identifies the unresolved how-to issue, and sends a short follow-up email pairing a sincere note with the most relevant Loom walkthrough. High-risk or angry cases are routed to a human instead.
When to use it
Use it to recover detractors automatically on routine how-to misunderstandings, while keeping sensitive escalations human. It closes the loop on dissatisfaction the same day rather than letting it churn.
How it works
- 1A Zendesk CSAT survey is submitted with a negative rating.
- 2The workflow pulls the full ticket thread and the survey comment.
- 3OpenAI determines the unresolved issue and judges whether it's a how-to gap or a sensitive escalation.
- 4A branch routes escalations to a human queue and stops; how-to gaps continue.
- 5It resolves the best-matching Loom walkthrough for the unresolved issue.
- 6OpenAI drafts an empathetic follow-up, and the workflow sends it with the video as a public Zendesk reply.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect LoomVideo transcripts, libraries.
- 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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