CUSTOMER SUPPORT
Agent-Led Macro Curation from the Resolved Backlog
An autonomous agent reviews the resolved-ticket backlog, drafts well-written macro candidates with titles and placeholders, dedupes against existing macros.
How it runs
The automated pipeline, trigger to output.
- TriggerOperator starts a curation pass
- ActionPull solved tickets and existing macrosZendesk
- ActionAgent drafts and reasons over candidates
- LogicDrop duplicates and low-value drafts
- ActionFile proposals into CodaCoda
- OutputPost curation summary to SlackSlack
What it does
Instead of a fixed clustering pipeline, this hands the resolved backlog to a CEO-driven agent that reads the conversations, decides which answers deserve to be macros, and writes polished drafts complete with dynamic placeholders and suggested categories. It reasons about overlap so it won't propose something you already have.
When to use it
Use it for a periodic deep curation pass where judgment matters more than raw frequency, for example consolidating overlapping answers or rewriting messy replies into reusable templates. It complements the lighter scheduled miners.
How it works
- 1You kick off the run manually when you want a curation pass.
- 2The agent pulls a window of solved tickets and the existing macro library from Zendesk.
- 3It reads the conversations, drafts candidate macros with titles, bodies, and placeholders, and reasons about which are genuinely new.
- 4A logic step drops drafts that duplicate existing macros or fall below a usefulness bar.
- 5It files the surviving proposals into Coda and posts a Slack summary of what it drafted and why.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect CodaDocs, packs, automations.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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 this workflow in your colony.
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