CUSTOMER SUPPORT
Nudge Agents When a Resolved Reply Looks Reusable
On each ticket solved, checks whether the agent's reply closely matches answers given on other recent tickets and, if so, DMs the agent suggesting they save it as a macro.
How it runs
The automated pipeline, trigger to output.
- TriggerTicket marked solved in ZendeskZendesk
- ActionCompare reply to recent answers in PostgresPostgres
- ActionScore similarity and draft macroOpenAI
- LogicCheck repeat threshold and macro gap
- OutputDM the agent a macro suggestionSlack
What it does
The moment a ticket is solved, it asks whether that reply has effectively been written before. If the same answer keeps recurring across recent tickets, it quietly nudges the agent in Slack to promote it into a macro, catching candidates in the moment instead of in a monthly batch.
When to use it
Use it when you want continuous, low-friction macro discovery driven by frontline agents. Best for teams where a few power-answers dominate volume and you want them captured fast.
How it works
- 1A Zendesk trigger fires when a ticket is set to solved.
- 2The workflow grabs the agent's public reply text.
- 3An OpenAI step compares it against embeddings of recent resolved replies stored in Postgres to find near-duplicates.
- 4A logic step checks whether the similar-answer count crosses a threshold and no macro already covers it.
- 5If it qualifies, the agent gets a Slack DM with the proposed macro draft and a one-click path to flag it for the library.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 4Connect SlackChannels, DMs, threads, mentions.
- 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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