CUSTOMER SUPPORT
Attach a matching Loom walkthrough to tagged Zendesk replies
When an agent applies a how-to tag to a Zendesk ticket, this looks up the matching Loom walkthrough video and auto-inserts a personalized link into the reply before it sends.
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket tagged with a how-to topicZendesk
- LogicMatch tag against known howto-* topics
- ActionResolve mapped Loom walkthrough URLLoom
- ActionDraft personalized intro lineOpenAI
- OutputPost Loom link as private agent note in ZendeskZendesk
What it does
This workflow watches for support agents tagging a Zendesk ticket with a known how-to topic (for example `howto-export-csv` or `howto-reset-2fa`). It maps the tag to a pre-recorded Loom walkthrough, personalizes a short intro line with the customer's name, and drops the video link into a private agent note so the agent can send it in one click.
When to use it
Use it when your team answers the same handful of how-to questions every week and you've already recorded Loom videos for them. It removes the copy-paste step and guarantees agents attach the current video, not a stale link from a saved macro.
How it works
- 1A Zendesk ticket is updated and a tag is added.
- 2A filter checks whether the tag matches a known `howto-*` topic; non-matching updates are ignored.
- 3The workflow looks up the Loom video URL mapped to that tag.
- 4OpenAI drafts a one-line personalized intro referencing the customer and their specific question.
- 5The intro plus the Loom link are posted back to the ticket as a private comment for the agent to review and send.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect LoomVideo transcripts, libraries.
- 3Connect OpenAIModels, embeddings, files.
- 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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