CUSTOMER SUPPORT
Outbound Reply Stale-Link Guard for Zendesk Agents
Inspects each agent reply as it is being sent, detects Confluence links that are deprecated or dead.
How it runs
The automated pipeline, trigger to output.
- TriggerAgent posts a public replyZendesk
- ActionExtract Confluence links from reply
- ActionVerify each link status in ConfluenceConfluence
- LogicContinue only if a link is stale
- ActionDraft correction with current pageOpenAI
- OutputAdd private internal note on ticketZendesk
What it does
It acts as a last-mile guardrail on outbound Zendesk replies. The instant an agent submits a response, it checks any Confluence links in that reply against the live doc status and warns the agent privately if one points at deprecated or removed content.
When to use it
Use it when agents frequently paste doc links freehand or from old saved snippets rather than maintained macros. A periodic macro audit won't catch a one-off bad link an agent typed — this validates every individual reply at send time.
How it works
- 1A Zendesk ticket-update webhook fires when an agent posts a public reply.
- 2Extract all Confluence URLs from the reply body.
- 3Check each link's status in Confluence (live, deprecated, or 404).
- 4Branch: if every link is healthy, do nothing; if any is stale, continue.
- 5Use OpenAI to write a short, friendly correction suggesting the current page.
- 6Add a private internal note on the ticket flagging the stale link and the suggested replacement for the agent.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 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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